Problems Switching from Sky to EE - Order has failed multiple times

[JackieLloyd1969]

We are having a nightmare trying to switch our broadband from Sky to EE as apparently the order is failing when being passed to Openreach.  Since last Thursday we have had multiple phone calls with different EE helpline staff .. we have been told conflicting information each time we have called and whilst the EE staff have always tried to be helpful something is going very wrong with the order process.  This all started when we submitted an online order for broadband and TV last Thursday which appeared to submit ok but then for whatever reason we did not receive the promised confirmation email.  After about an hour we called to query this and was told that no record of the order could be found so they reordered again over the phone. The following day we received an email about a direct debit which quoted a different reference number so we rang again and the agent could immediately see that we now had 2 orders each with their own account numbers.  They said they would cancel the second order that had been placed over the phone as the online order had progressed the furthest with Openreach.  Fast forward to Sunday and another email about the order but quoting the reference that had supposedly been cancelled.  We rang EE again and was told that actually the original Online order had failed and they were therefore proceeding with the phone order which we had been told had been cancelled on Friday.  The agent sent us over an email confirming that order and we were able to set up our Now Tv account and could see that order on our EE online account login.  Yesterday we noticed online when tracking that order that it had been cancelled so we rang yet again.  The agent told us that actually a 3rd order with another account number had also been created but all 3 orders had now failed because OpenReach were not responding to the installation request.  Apparently the case has now been passed to the “Procare” team to try to identify what is causing the order to fail and we have been promised a further update tomorrow.  We are now starting to feel really nervous as up to now 3 separate account numbers have been set up with multiple direct debits and Sky have acknowledged the transfer of service request which is due to happen on 17th June so we are really worried that we are going to end up with no broadband connection which will be a big problem as I work from home.  If there is no solution when we get an update tomorrow then I think we will have no option but to cancel the entire order or orders as we have zero confidence in the entire process.  It was just the price was so much better with EE compared to Sky but maybe you get what you pay for.  Has anybody else experienced similar issues ?

[JackieLloyd1969]

Thanks for that .. yes if nothing is resolved when we speak to EE tomorrow then we will defo be cancelling the move .. only 5 days since we ordered so think we should be able to put a stop to things in time 

[JimM11]

@JackieLloyd1969 Do keep in mind it is a better way to go in the long run, as long as you get the heads up that EE will tell sky to keep the system up if issue, or if you have good mobile signal get them to support you for free with equipment. Your going to have the same issue again when sky do release the upgrade option in the future. 👍

[JackieLloyd1969 · Accepted solution]

Quick update - the only solution for us in the end was to cancel our move to EE completely as they were unable to identify what was causing our order to fail with OpenReach.  In the end they have had to close 3 separate accounts that had been opened for us and we have cancelled the 3 separate direct debits that had been set up with our bank.  Luckily when we rang Sky today they had already been informed that the broadband move had been cancelled by EE so our broadband with Sky will continue unaffected.  We just had to reinstate our TV package with Sky separately.   All in all a few stressful days with multiple phone calls to EE to get absolutely nowhere and lesson learned is best to stay where you are especially if you need broadband because you work from home 🙈 I won’t be trying switching again any time soon 😖

[JimM11]

@JackieLloyd1969 Sorry it did not workout as you expected, at least you tried and possibly know what it will be like when/if you ever go again. 👍

[Stoneware]

Apologies for the thread resurrection

Have any others had something similar?

I was meant to start with EE on the 31st and the router arrived today but I also got an email saying that I had to send the router back. Called EE and apparently the transfer had been cancelled then I called Sky and they said that their system said that it had been cancelled on the network level since the line wasn't compatible with the service.

I had both EE and Sky on the phone, fair play both helpdesk people were understanding and patient, and I checked that I was due to move over to the same fibre to the cabinet type service I am already on with Sky, only difference I guess was that I would be moving from a standard analogue phone line to the VoIP alternative with EE since we wanted to keep our number. Wonder if that was enough to trip up the order? Although I imagine that's probably a fairly common thing if anyone on an analogue line is moving these days? One thing I guess is that our upload is absolute garbage most of the time so maybe it isn't really good for VoIP but all I intend to do is set up forwarding on the number to a mobile so that we can still receive calls on that line from people who still use it.

[JimM11]

@Stoneware Have a look on the BTW site, capture and hide any personal details, use the address checker if you phone number does not work. It can happen and depends on the service you have with sky currently, so let us know if you remember what you have with sky.

BT Broadband

[Stoneware]

Difficult to get the specifics of what it actually is but apparently I have Sky Broadband Superfast and I thought it was FTTC based on what an engineer said when trying to fix something a couple of years ago but now it seems not?

[XRaySpeX]

@Stoneware : You do have FTTC, but it is slow FTTC. up to 18 Meg.

[JimM11]

@Stoneware While your picture takes a little time to be approved for viewing, what kind of speed were/are you on with sky, i had the fttc 40/10 mb/s package with them, landline and full call package. Can also be the type of line you have with sky that EE cannot take over. Looks like it is the land line phone, would confirm with EE, you may have to decide to drop it completely if you wish to do so and if EE can take over that way.

Stop sell

[XRaySpeX]

Don't worry, the images were awaiting approval. I have now done so & they should appear soon.