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 ?

[JimM11]

@JackieLloyd1969 Which broadband package do you currently have with sky, and what EE package have you purchased?

[JackieLloyd1969]

  @JimM11  We are on GFast Ultrafast 150mb with Sky and was swapping to FTTP 150mb with Apple TV 4K with EE .. it seems to be going wrong when EE are passing the order onto Openreach but we have been told different things each time we have called. We just know there have been 3 account numbers and 3 orders attempted all of which have failed.  The order seems to be getting through to Sky as they have emailed to say they aware that we are moving to EE.  Luckily if they can’t resolve by tomorrow we should still have time to cancel the move with Sky.

[JimM11]

@JackieLloyd1969 Is the reason that you are also moving because sky do not have the upgrade path from G.Fast to FTTP.

This is a complete re-install of your broadband so that you know. Will also post the Broadband checker so you can see if it is available for you at your address. Use the address checker, and if you post replay, blank out your address.

BT Broadband (btwholesale.com)

[JackieLloyd1969]

Price was the main reason for the switch as EE were much cheaper than Sky but yes we were stuck on GFast with Sky .. we have checked and FTTP is defo available at our address but just not for us with Sky.  EE don’t know why Openreach are not acknowledging the order .. I expect the multiple orders and account numbers have not helped the situation.  Just hoping the “Procare” team have been able to work out what’s happening when we get the update tomorrow if indeed we do get the promised call. Dont think we can risk proceeding though if they still don’t know what’s happening as don’t want to find ourselves in a position where Sky broadband is switched off but the new EE connection has not been done 🙈. The EE team have always tried to be helpful but the systems are obviously letting them down .. it’s just worrying that we are told one thing on a call only to be told the opposite on a following call.  Gutted really as was really looking forward to getting the Apple TV box for our TV service.

[JimM11]

@JackieLloyd1969 Would not be surprised that the G.fast has something to do with it.... And in theory sky should keep you on until the EE install is done, and active, but the G.fast to FTTP is the issue, SKY know you are moving now, so you can expect the begging e-mails to stay, they tried that with me in march. Ask EE when you talk, that they will have sky keep the Broadband up until switch over, just in case something goes wrong.

[XRaySpeX]

If you are moving from FTTC G.Fast to FTTP you have to cancel Sky yourself. EE won't do it for you.

[JimM11]

@XRaySpeX Op posted that sky have already acknowledged the transfer, they should be able to see that in the sky message section of there sky account. @JackieLloyd1969 If EE did the transfer you may be ok, if you did it yourself, then the date is final and they will cut you off on that date, or maybe a little before that, sky have been known to jump the gun, and once disconnected there is NO WAY back so you know.

[JackieLloyd1969]

Hi - yes we haven’t actually spoken to Sky directly we just got emails from them once we had submitted the  EE order so I’m assuming that EE or Openreach have contacted them about the transfer directly.  When we placed the second phone order with EE after the original online order didn’t go through we did tell them that we were on Gfast with Sky and they indicated that was fine and they should be able to take over the digital telephone number that we have with Sky .. I’m wondering if that might be the problem in that we are looking to port over the phone number from a GFast line to a FTTP line .. like I said we did tell EE that we were on Gfast but they didn’t seem to think this was a problem .. but nobody can tell us at the moment why the orders are failing with Openreach .. apparently the order is just not being acknowledged by the Openreach  system hopefully that is what they can update us on tomorrow fingers crossed. If nothing has changed tomorrow then I think we are just going to cancel the move and we will call Sky to tell them we are staying with them.  We have had emails from Sky saying that if we change our mind we can just calll them. So I will be doing that sooner rather than later if no joy.  I’ve  no confidence at the moment that we won’t be left with no broadband connection if we allow things to continue. Just hope we don’t start getting bills from EE as whilst we can see the order has been cancelled there is still an open account number which still says the first bill will be produced on the 10th July 🙈🙈

[JimM11]

@JackieLloyd1969 First bill will only be issued once the system goes active, and paid about 7 day's later. Not sure about your router postage, if stopped in time should you go back to sky then would expect nothing to pay. Believe that sky have 14day's after notification from EE as a point of no return situation, so do keep an eye on that. HTH G.Fast should not really have a great effect, it's just higher speed, but may be a cost question with OR/EE/SKY. FTTP install is just what needs to happen.