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Poor broadband customer experience

BT1984
Investigator
Investigator

I have had 2 very poor experiences with my broadband account in the past 8 months. Firstly, EE couldn't close my legacy account correctly and continued to bill me incorrectly for a service I wasn't using. I took it to the Ombudsman and won, as they were poor (at best) at every turn. Now, I am moving house and they keep on cancelling my order to my new property with no real reason as to why. I've given you one months notice of the move too. Why are you so crap EE/BT broadband?? There is no other supplier like it. Everyone else is easy and sorts things asap. You can't seem to. Its very very poor. Why?? Please don't make me take you to court again because I will if I have to. Get it right and be better. I will be very angry if the switch doesn't get sorted on the original switch date.

7 REPLIES 7
Mustrum
EE Community Star
EE Community Star

@BT1984   Sorry to hear of your issues, have you checked what services are available at your new property? 

If you enter your post code in the BTW DSL Checker then using the drop down menu select your new address it will show what services are available. https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome 

If orders are being cancelled it suggests what you are asking for is not available at the new address.

Post the results, hiding your personal info if you are not sure what it all means.

XRaySpeX
EE Community Star
EE Community Star

What is the name of the EE BB plan are you on now including its speed?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

The checker says FTTP is available and I'm moving over the 74mb download package. The guides say there shouldn't be a problemas the line is ok too, but BT keep cancelling the order. The same thing happened on my legacy issue, I.e. we kept going around in circles with 'BT system issues' being cited time and time again. Surely an engineer needs to be sent to get it sorted? The lack of proper communication, and BT seemingly not caring, just makes things worse

Mustrum
EE Community Star
EE Community Star

@BT1984   Can you post a copy of the table, use the desktop version, and include the text below the table. It is likley there will be information that should explain why the order are getting cancelled.

BT1984
Investigator
Investigator
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability WBC SOGEA AvailabilityHigh Low High Low      VDSL Range A (Clean) 

VDSL Range B (Impacted) 

G.fast Range A (Clean) 

G.fast Range B (Impacted) 

8060.7201955UnavailableAvailable
8057.72017.648.1UnavailableAvailable
----------Unavailable--
----------Unavailable--
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessWBC FTTP
Up to 1000Up to 220--AvailableKCI2 Assure
Other Offerings Availability DateVDSL Multicast
Available
Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction
N
Y
N

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG partial Direct In Ground.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

 

 

 

 

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

 

 

 

 

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

 

 

 

 

 

 

 

 

 

 

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

 

 

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability WBC SOGEA AvailabilityHigh Low High Low      VDSL Range A (Clean) BT1984_4-1749108659146.gif
VDSL Range B (Impacted) BT1984_5-1749108659147.gif
G.fast Range A (Clean) BT1984_6-1749108659147.gif
G.fast Range B (Impacted) BT1984_7-1749108659148.gif
8060.7201955UnavailableAvailable
8057.72017.648.1UnavailableAvailable
----------Unavailable--
----------Unavailable--
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessWBC FTTP
Up to 1000Up to 220--AvailableKCI2 Assure
Other Offerings Availability DateVDSL Multicast
Available
Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction
N
Y
N

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG partial Direct In Ground.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

 

 

 

 

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

 

 

 

 

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

 

 

 

 

 

 

 

 

 

 

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

 

 

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

 

 

 

 

 

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

 

 

 

 

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.
 
@Mustrum  the above is what's on the checker.
Mustrum
EE Community Star
EE Community Star

Thanks @BT1984 

So just as a reminder, this is not Customer Services, no one on here has account access or knows who you are.

The table has a few warning flags, the KCI2 and underground feed means a survey is needed, and a dig team would be needed for a new FTTP service, and if you have only ordered the 74Mbps service this could more easily be provided under any existing phone line using SOGEA (FTTC).

However if the phone line is in use or has been cancelled by the current occupiers then a new order cannot be placed until the Cancel completes.

Not knowing where you are moving to it is hard to say more at the moment, but any ISP using the Openreach network will have the same issues.

Thank you @Mustrum , that is helpful and at least I can speak to the guides about that