Wrong Rouge ONT

[Law_Bosh]

We had fibre installed in the village 2 and half years ago and signed up with EE and have been very good.

When the contract was up we contacted EE and negotiated a new EE contract. As they tried to set up the new account we hit a problem and EE found 2 ONT's registered at the address. We gave them the correct ONT and they said they would sort.

That was in May and nothing had happened, contacted EE, spect 2 hours on the phone explaining the issues and ran into the same issue. 

I contacted my neighbours who sent me their ONT and guess what EE say that is showing at our address.

My neighbour is with BT business and contacted BT on 30/07 and as of 08/08 nothing has changed.

EE can't tell me if Openreach has a job raised by BT. Nothing EE can do  and the  ONLY advice is my neighbour must contact BT again.

We can't move on to a new account and EE our fleecing us, we have spent circa 16 hours on the phone. I can't see why the consumer has to sort this out, thank God we don't live in a block of 50 flats. I put that scenario to EE and they said I would have to knock on everyone's door.  

I am having to go back to my neighbour and get him to raise it with BT.

I have been in contact with Openreach who suggest BT contact their Service Management Centre (SMC).

Has anyone had a similar issue 

[Law_Bosh]

How can I check if a rouge ONT number has been removed from our property 

Our neighbours ONT is shown at our address.

EE have been unhelpful 

[Rach_H]

Hi @Law_Bosh 

I'm so sorry to hear that this is still onoging for you, and that you've been left feeling disappointed after having spoken with our team.

I'd recommend getting back in touch with our team, and asking to raise a complaint, so that this can be managed by one person moving forward. It sounds like we might need to reach out to OpenReach, but if we do this on behalf of both you and your neighbour this will hopefully get sorted more quickly for you.

Rach

[Mustrum]

@Law_Bosh  If you speak to the Broadband Care Team and ask them to raise an ORDI (Openreach Data Integrity) update for your line with the correct ONT Serial Number and let them know the wrong info, they may be able to correct both records, however may need your neighbour to do the same with BT.

Let us know how you get on.

[XRaySpeX]

What does BT Wholesale Broadband Availability Checker estimate for your phone no.? Blank out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

Do the same for neighbour.

[Law_Bosh]

We raised a complaint and never had formal acknowledgement.

We have mixed messages from EE and lots of broken promises.

I have been dealing with the complaints team.

It has been extremely tedious and despite supplying a picture of our ONT and neighbours all EE could say was our neighbour would have to take it up with BT.

EE have told me that can not even see if Openreach has a job to assign our neighbours ONT to their property.

I spent an hour with Openreach on the phone who suggested BT/EE contact their Service Management Centre (SMC).

So it appears the consumer must sort this out 

[Law_Bosh]

Thanks 

EE seem to be doing something `speaking to someone in the back office' despite saying nothing could be done for months.

Our neighbour has contacted BT but rather than removing the ONT they changed the billing address.

As I keep saying to EE if this was in a block of flats how would you sort it? Knock on everyone's door....yes was the answer.

Our neigbours are extremely busy and have better things to do as it does not impact them at the moment 

[Rach_H]

I understand that this is far from ideal @Law_Bosh, but our complaints team are the best people to speak with about this, so it might be best to reach back out to them, and they will be able to help.

Rach