my broadband is being taken over

[Jacqueline241]

Good morning

I received a text at 18.15 yesterday saying someone wanted to take over the phone line at my address.  I rang the number given - 03301231105.  The Agent advised that it was actually the Broadband that someone wanted to take over.  When I enquired how this could happen, it was my account and my money paying for my account - surely the request for another person to join my account should come from me - could I block the person.  The answer was No!!!

This surely is no way to treat customers!  I have lost sleep and feel very anxious about all of this.  Do EE really accept these requests to take over accounts of someone who has been a customer a very long time, who is over 70 years of age and still paying their bills by direct debit.  Where does it end?   I live alone so what is the point of taking over my account - are you just short of capacity or are you just trying to elicit an extra £191.39 into your coffers.

I fail to see how you can deal with customers in this way.

[JimM11]

@Jacqueline241 Mistakes happen and that is the object of notifying you, you were correct to call and the guide that you spoke with either did not know correctly or did not explain the situation good, but from your call to them it should stop the other order from proceeding any further, as you have no intentions of giving up your broadband/landline, You cannot block the order personally but EE can and that is what they should have done. They are not trying to take over your account per-say so it's either been wrong address or wrong landline number entered with the new order takeover. If you wish to complain i will send the link for you just post back and it will be done, this is a public forum with NO customer account information and customers like yourself trying to help or advise best we can. HTH

[XRaySpeX]

It is probably a mistake by someone ordering BB from any ISP but giving them the wrong phone no or addy, yours. You should have been given by EE 2 weeks notice of this takeover & the opportunity to refuse it. I should phone CS again & do so.