Switch providers

[Tattyb]

I am trying to switch my broadband contract from Ee as they can’t provide full fibre broadband with a phone. When the new provider tries to switch they get this message. 
The customer's data held by their existing provider will not allow a successful switch request. The customer needs to contact their service provider to resolve the issue before placing another switch request. An order can be placed outside of the switching process but the customer may need to cease services directly with their existing provider.

I have contacted EE a long and tedious process and they claim that there is no reason for a switch not to go through and they have not been contacted by any provider. The new provider is also unable to retain my old landline number. If I cancel the contract directly with EE they cut off my landline and broadband immediately  which would not be ideal as my mobile reception is one bar if I am lucky 

Any help gratefully received 

Tatty

[Mustrum]

@Tattyb   Are you trying to move to a supplier not on the Openreach Network?

How much longer do you have on your current EE contract?

I am guessing you are trying to move to an Altnet - Virgin Media, City Fibre or something similar?

[Tattyb]

I am trying to move to Vodafone . I have 18 months left in contract but can
claim some of the exit fee from Vodafone

[Mustrum]

@Tattyb  OK  Vodafone are able to use the City Fibre network, which is seperate from the Openreach network that EE uses. And it seems they currently offer £100 to help with leaving fees - did you check with EE what your early termination fees would be?

From what you have said in your first post, I think all you can do is as suggested. Bit of a rock and a hard place, but other than Voda not being able to keep your landline for reason I can't work out - they should be able to, seems they are not trying though.

[Tattyb]

I think the network here is provided by open reach . The exit fee payment
is dependent on which plan you chose .
No one seems to know why I can’t keep the number or switch , have been on
the phone for too many hours today trying to sort it out.
Do you think going down the complaint route might help?
Thanks for taking the time to reply

[Mustrum]

@Tattyb  If it were Openreach that was providing fibre then EE would be able upgrade you, and potentially keep the same landline number on Digital Voice.  

There does appear to be exceptions. If for example you are on a smaller exchange that will not be fibre connected, and the new fibre comes from a larger exchange in a nearby town that also has a different dial code.

To help get a better understanding, if you enter your phone number into the BTW DSL checker, use the desktop view, not the mobile one, hide your number and post the complete table and text below it. Make sure you hide your number - use the address version if the number dows not work - enter the post code, then pick your address from the drop  down. 

https://www.broadbandchecker.btwholesale.com/#/ADSL 

[Tattyb]

EE were able to upgrade my broadband to full fibre but not to include
digital phone and they also offered to change my contract to Bt who would
be able to provide phone and full fibre broadband but it was really
expensive and a bit of a mystery why EE couldn’t
It has been openreach vans who have been in the village connecting my
neighbours .
The broadband checker is currently down
Nobody is able to explain the reasoning behind anything

[Mustrum]

Yeah, that does not make too much sense. But it seems because you are on one of the legacy EE services you are another of those suffering when trying to upgrade to a New EE service.

Seems even stranger when they are encouraging BT customers over to EE.

I know it is something they are trying to resolve, however I am not aware of timescales.

[Tattyb]

This may mean something to you !
*e STRATHKINNESS** is served by Cabinet 2*
Featured ProductsDownstream Line Rate(Mbps) Upstream Line Rate (Mbps)Downstream
Handback
Threshold(Mbps)WBC FTTC AvailabilityWBC SOGEA Availability
HighLowHighLow
VDSL Range A (Clean) [image: help] 47.9 34.8 8.4 6.3 30 Unavailable
Available
VDSL Range B (Impacted) [image: help] 46.7 30.7 8.3 6 25 Unavailable
Available
G.fast Range A (Clean) [image: help] -- -- -- -- -- Unavailable --
G.fast Range B (Impacted) [image: help] -- -- -- -- -- Unavailable --
Featured ProductsDownstream Line Rate(Mbps) Upstream Line Rate (Mbps)Downstream
Range (Mbps)Availability DateFTTP Install Process
WBC FTTP Up to 1000 Up to 220 -- Available 1 Stage
Other OfferingsAvailability Date
VDSL Multicast Available
Exchange Product RestrictionsStatus
FTTP Priority Exchange N
WLR Withdrawal Y
SOADSL Restriction N

Our records show the following FTTP network service information for these
premises:-Single Dwelling Unit Residential OH Feed with no anticipated
issues.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the
stable line rate will be determined during the first 10 days of service
usage.

For all SOADSL services,the stable line rate will be determined during the
first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due
to a number of factors within and external to BT's network, Communication
Providers' networks and within customer premises.

If you decide to place an order for a WBC fibre product, an appointment may
be required for an engineer to visit the end user's premises to supply the
service

In order to be eligible for handback, downstream speed should be less than
Downstream Handback Threshold values.

*ADSL, ADSL2+ and SOADSL availability: *If shown at FTTP or SOGEA
premises,*ADSL,
ADSL2+ and SOADSL are not available to order* due to WLR Withdrawal stop
sell rules.CPs should order FTTP or SOGEA. Copper products are only
available by exception.

Thank you for your interest

[Mustrum · Accepted solution]

Thanks @Tattyb   yes it means plenty.

So yes you are covered with Openreach fibre and you can get up to the max speeds offered by your ISP.

Your exchange is one of those covered by the St Andrews group who's dial code all start with the same 01334.

So your dilemma is if you move you will lose your current analogue phone line, and alas EE's legacy systems do not seem to allow you to upgrade and keep your number.

Vodafone are not being helpful and BT more expensive, not sure you are comparing like for like, there appears to be good deals on some packages at the moment, but easy to add more costs with TV and so on! Then you have the £500 cancellation charges to balance.

Quite a dilema.

G