Stop sell exemption

[Jag156]

My existing FTTC contract has just ended. EE has confirmed that Openreach has granted me a stop sell exemption to stay on FTTC instead of moving to full fibre. But EE say they are still unable to offer a new contract for FTTC as it isn’t showing up as an option on their system. 

I’m struggling to understand the point of the Openreach exemption, if EE can simply continue to insist ‘computer says ‘no’’ and no one seems to know how to override whatever is blocking it.

Thank you!

[Jag156]

Thanks. EE told me that I could stay as I am anyway, without the exemption, and lose the discount. But that having the exemption would enable them to offer me a new FTTC contract which would include the same discount. But now they say the option isn’t showing up on the computer in the way it should, so they now can’t offer it.

[JimM11]

@Jag156 Hang in there then, if you need and it can be a whole lot off hassle to change over looking at other ISP's but they also may just insist you have to go FF Full Fibre as it's the general remit currently, get as many on Fibre as possible, it is very reliable to say the least, but can be a pig when the installation teams just do as they wish with NO regard to the EE Hub location and wireless wifi going it's up, fill in....🙄

[Debbie_G · Accepted solution]

HI @Jag156.

Thanks for explaining your circumstances. I understand you'd like to keep your existing service as it is, particularly given your current situation.

I've sent you a private message to get some information from you, so that we can get you some help with this and talk through the options available to you. 

Debbie

[Jag156]

Many thanks for your message. It is much appreciated.

Someone from EE is phoning me again tomorrow. If it is still unresolved after that, I will definitely message you. Thank you.

Searching online, it seems that if Openreach’s stop sell exemption to remain FTTC doesn’t show on EE’s frontline system, it needs to be escalated to provisioning, who can manually force the order through the Openreach portal. Unfortunately, I don’t yet seem to have spoken to anyone at EE who has considered this as a possibility.