Stuck Open Order.

[MDK8]

Hi

I’m too am struggling with this same issue and I can see many people here are too!

I called EE to renew my broadband/landline package contract which I have held for years and they said I allegedly have an 'open order' on my account and therefore can't upgrade me before Jan 2025. Believe me, I do not have any such open order. Three separate EE departments could not identify what this open order might be or how it could be resolved! Pathetic. They told me to contact Openreach but Openreach website says: "We do not have a customer care contact number that you can call for any broadband, phoneline or Wi-Fi issues you may be having. Please contact your service provider i.e. the company that sends you your bill."

Can anyone please help? Thanks

[JimM11]

@MDK8 Why were you instructed to contact openreach, they have absolutely no dealings with customers in any format, are you a EE legacy (old accounts), seems a very strange request from EE.

[MDK8]

Thanks for reaching out. They said something about me being a EE legacy old account holder which is why they initially struggled to even find my account even though they've been happily billing me for years and my details on my online account are all up to date and correct.

They suggested to contact openreach and tell them about this open issue to see if it might be anything on their end, even though I told EE that I have nothing to do with BT anymore. I was with BT years ago before switching to EE broadband and landline.

What does EE legacy even mean and how might I resolve this?

Thank you

[XRaySpeX]

@MDK8 : EE legacy BB is older BB contracts probably started before Oct '23. In areas where FTTP is available it has been superseded by EE New BB which provides Full Fibre (FTTP) with speeds up to 1.6 Gig.

[JimM11]

@MDK8 EE are running two systems at present, Legacy is all the older accounts pre the BT - EE push, new EE is now anyone who applies for and get's or someone from BT now sent to EE as BT are only going to look after business accounts and EE will do all the consumer (Home Broadband). EE are the ones who instruct OR to do anything, not you. 

[MDK8]

Thanks everyone for your replies but I have yet to be advised how to resolve my issue.

Can anyone (even an EE representative...!!!) please help? 

Thanks

[XRaySpeX]

You can only resolve a stuck open order with EE CS.

[MDK8]

HiI am reposting as EE issue still completely unresolved

I called EE to renew my broadband/landline package contract which I have held for years (I think I'm an old EE Legacy account) and they said I allegedly have an 'open order' on my account and therefore can't upgrade my broadband before Jan 2025. Believe me, I do not have any such open order. Subsequently, 3 separate EE departments could not identify what this open order might be or how it could be removed from my account! Pathetic. In desperation, customer services loyalty team even told me to contact Openreach although I have nothing to do with Openreach! The Openreach website even says: "Please contact your service provider i.e. the company that sends you your bill."

Can anyone from the community, or even an EE actual representative, please help? Thanks

[MDK8]

Hi, if 'EE CS' means EE customer services then they have been absolutely no help at all

[JimM11]

@MDK8 In case you do not get anywhere links to complaints.

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