Uswitch from Virgin Media to EE full fibre Broadband

[DYax1]

I started the Uswitch process from Virgin Media to EE 900Mb full fibre Broadband, all was going well, router arrived for the cable installation on 9th June. I received an email this morning saying the switch has been cancelled? I have not authorised either provider to cancel this switch, I called EE and they said that they did not cancel this order/switch and is must have been Virgin Media? How can they cancel this switch without contacting me first, someone is playing dirty here I can only assume.

anyone else out there had an issue like this?

I have tried to start the Uswitch again, but when I finally get to set up the new switch with EE online, my account is saying an order is currently being processed. I'm get petty feu-up with this now.

[JimM11]

@DYax1 did you see the posting comment below from @Samchicko about Uswitch?

Can’t get broadband deals when logged onto website - Page 2 - The EE Community

[DYax1]

WBC FTTP up to (1000 Mbps downstream) (200Mbps upstream) "available"  FTP install process KC12 Assure

[JimM11]

@DYax1 KC12 Assure is the puppy, OR may just have decided for you!

[Mustrum]

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@DYax1 wrote:

WBC FTTP up to (1000 Mbps downstream) (200Mbps upstream) "available"  FTP install process KC12 Assure

Well that is part of the information, I wonder how much else you have not bothered to mention? There will also be more details in the text below the table, but bottom line you do not have a straight forward install and an Openreach survey is required, so you will not get a confirmed install date until a more detailed survey has been carried out. Even then common sense and practicality need to be applied regarding the amount off effort and cost required to get a fibre installed to your property.

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[Richardr66]

A few points from my point of view:

1. Virgin can't cancel as the losing provider - they can only act on instructions either from the customer or from the gaining provider [EE in this case];
2. USwitch is purely a market front for providers. USwitch and the like doesn't provide any service except to the broadband providers who use them and pay them commission for customers gained. They never have a [broadband] customer, just a series of  links via what are effectively adverts and the customer signs directly with the broadband provider. Once that happens then the customer is the gaining provider's customer, and the losing provider's customer until the switch;
3. Openreach [albeit part of BT] do not deal directly with broadband customers. They are instructed by the gaining provider in this case. They are a wholesaler not a retailer.
4. A customer should never have go look at the wholesale postcode checker and try and work out what it means, that isn't for the public and 99.99% of people wouldn't know what it means, or indeed which lines to look at.

It is for EE to keep their customer informed and not just tell them that something is cancelled without explaining why and what that means to the customer.  As an example, the effect of finding out that Openreach are unable to install a line has a substantially massive effect as opposed to it just being say an admin **bleep**-up.

[JimM11]

@Richardr66 They don't have to know what it means that is why the Forum can guide and say. OR can mess up and not even be aware from an ISP order, mine was done 2nd Sept 2024, Over the last few day's OR again digging up the other side off the street because why nothing there yet been available since 2024 with a major B UP.... One complete side 30 or so homes NO Fibre crossed over PIA VM got in first and the duct is now full to feed all there poles at the back off there homes..... 1 day short off the year from order to Install.

[Richardr66]

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@JimM11 wrote:

@Richardr66 They don't have to know what it means that is why the Forum can guide and say. 

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Yes, I should have probably merged that point with the next sentence. It isn't for the customer to even have to look there [and the numbers affected who come online to be asked to look is minimal]. EE have that information, know what it means, and should communicate it to their customer with the implications [in plain English]. In this case from what we have been told misleading information has instead been given by EE, who have just said it is cancelled, nothing to do with them.

[JimM11]

@Richardr66 It may have just been on the Account that Auto Cease was applied, and that is all the EE Guide could see and pass over to the customer, it get's frustrating for those waiting especially when they get the Equipment then just day's to go oops sugar, had it on mine extra 21 day's wait it happens, still had the FTTC so no hardship at all.