I’m with EE for broadband and noticed this morning that my router light was flashing. No internet. Checked all connections, turned router off, waited, turned it back on. Still no internet. Had a text from my neighbour to ask if I my internet connection was working since their’s is off.
I rang 150 on my phone and, having chosen the appropriate options, got a text from BT (assumed this was OK since EE/BT are the same company.
Got another text to say they had matched my request to an account and were now running tests to see what might be causing the problem.
Next text said that the line from the network to my home seemed to be working well and that they would next refresh the connection to my hub.
The next text suggested that everything had been refreshed and should connect with the next five minutes. I was given the option to request a call if there was still a problem. I did that.
I did think it was odd that nothing at all changed at my end whilst they were, apparently, carrying out tests: the light on my router continued flashing as,it had been and didn’t go off at all. Odd.
I was phoned by someone from BT in N Ireland who sent me a pin for security and then talked me through checking connections etc. Still no internet.
He then booked an engineer for me for next week. He repeated my address back to me . . . but it wasn’t my address . . . it was the address of my godmother who lives 300 miles away from me.
I assume the tests they did were on my godmother’s broadband and not mine.
At that point I corrected him re my address and he seemed very surprised that I was actually with EE and not BT and that I was in Northumberland rather than Buckinghamshire! He sounded quite fed up with me!!!! He told me I would need to speak to someone else and apologised that he would need to put me on hold. I on hold for another five or ten minutes. He eventually came back and said he’d put me through to the correct person. I was on hold for nearly fifteen minutes and then cut off!!!!
How do I explain that they think I am at my godmother’s address? Well . . . this happened two weeks ago when I phoned EE at the end of my broadband contract to either renew or leave if I couldn’t get a good enough deal. They couldn’t explain the very odd mix up. I suspect (its the only thing I can think of) that this is something to do with my having power of attorney for my godmother. I think the other problem is that I now know that I am what they call an EE Legacy customer. That means I signed up to my broadband deal 24 months ago and am with Old EE, not New EE. Very confusing and EE haven’t kept me updated with these changes.
And I’m starting again. I have go through the option for faults with broadband so I’m certain they are now testing my godmother’s broadband and not mine. Had there been an option to speak to someone I would have done that, but there isn’t. So I just have to wait for them to phone me and then explain I’m not where they think I am. Aaaaaaaaarrrrrgh!
I am so glad I have decided to leave EE! They seem like a complete mess at the moment with the BT/EE thing.
And finally, I got a call back from a very helpful man who put me through to an EE person, also very nice, who has told me that there is a major outage in our area (where I actually live this time). The very nice EE man has credited me with £20 on my broadband account to make up for today’s nightmare.
As I write the internet has returned and I’m now on hold to BT to cancel the engineer visit to my 98 year old godmother . . .
