Terrible service keep cancelling our order

[Firestryder]

My father in law passed away last week and we have moved into mother in laws house to look after her and we need broad band for work. We went to shop set it up next day cancelled no reason. Customer services so no idea placed again. Later that day cancelled no reason. Called them again they said need to do special was as we have a by land line. Ok placed again this time we said remove the bt lad line add to the ee package. Ok ordered 3rd time today my birthday ee calls to sell me broadband I said I already ordered they checked sorry it’s been cancelled. Went through everything again ordered 4th time customer services say will not fail this time.  Just now we got email cancelling the service for the 4th time. Every time it says we have asked the to cancel but we have never contacted them. I’m dealing with the loss of my father in law and on my birthday I don’t need this **bleep**. I don’t know it it’s EE or BT but it’s been a terrible experience and a terrible time for our family and it’s shocking they can resolve it.

[Katie_B · Accepted solution]

Hi @Firestryder 

I'm really sorry to hear about your father-in-law. 

That is a lot to deal with, especially when you're trying to work and support your mother-in-law at the same time. 

I would love to see if I can get this looked into further. 

When you have a moment please check your community inbox. 

Speak soon, 

Katie

[Firestryder]

Update by have said that our address doesn’t exist even though they are supplying us with a landline and we are paying for it. Apparently the whole road will have same issue so they are putting a dispute in with open reach so that we MAY be able to get this resolved but it will take at least 3 business days for open reach to respond as they are and I quote “an offline team you can’t call” let’s see what happens