Service Address

[Joshladd77]

Hi Everyone 👋

I initiated a switch to Vodafone as I was out of contract with EE. The retention team then rang and I was offered a good deal so I decided to stay with EE and cancelled the new Vodafone order.

after getting off the phone I revived an email from EE and the installation address was wrong but the delivery address was right. Have now called up multiple times probably been on the phone for 5+ hours. They’ve cancelled the order but are saying they can’t change my installation address/ Service address as it’s apparently showing it’s already serviced which I’m guessing is my me, it is causing me issues as I need openreach to come and install the fibre.

Is it just a case of switching to Vodafone and leaving EE because I’m not getting anywhere in regards to being able to place a new fibre order, thought it would be an easy fix but apparently not - a chap did suggest terminating my current one which would take 14 days then reordering the fibre but then looking at weeks on top of that for the installation too.

[Katie_B]

Hello @Joshladd77. 

Welcome to the community.

I am sorry that your renewal has not been straight forward. 

So we can get a better understanding and try to help further what was advised on your last call to our customer care team?

Speak soon, 

Katie

[Joshladd77]

Hi Katie,

Thanks for the response, the last call I was on was 1 hr 50 mins got passed to a manager who said he’s never seen the issue before.

They tried to then set me up as a new customer but couldn’t because the address had already been serviced (by Me) he then said only thing he could think of would be to cancel my service completely which would take 14 days then re set it up but that would leave me without wifi for weeks until the openreach engineer could come out. 
He admitted that it would likely be easier to switch out.

Thanks, Josh 

[Katie_B]

Thanks so much for providing further information @Joshladd77. 

I have sent you a private message to gather more information. 

Katie