23-09-2017 06:15 PM
So I made the decision to move over to EE fibre after many years expensive but fine service with BT. Switch over day (18th of Sept) has been and gone and no internet. No router turned up and no internet despite me calling the day before switch over day to point out the fact no router had arrived. Called again on switch over day, 2 days after that and again today.
Sounds like the open reach engineer has done his thing but their system isn't updating so no cobjection and no router which is annoying as it means I can't even test it with the old BT Homehub5 I have.
Any suggestions? Now in a loop of 48h ping pong communications beteeen EE and Openreach and no promises of a quick fix. The lady I spoke to today said it could be fixed soon or the worst she seen is around a month!
If i cancel the move and go back to BT will it resolve quicker or just add more complexity to dumb back end system problem?
Unbelievable hacked off already. Wish I'd never bothered trying to save that £10 a month.
23-09-2017 10:24 PM
All you can do is keep chasing EE.
You are probably passed your free 14-day cooling-off period.
Is the HH5 for Fibre?
24-09-2017 11:06 AM
24-09-2017 12:14 PM
@XRaySpeX yeah the HH5 was for fibre as I just came off BT Infinity. I did google around to see if I could use it but read it doesn't take the EE username?
24-09-2017 12:18 PM - edited 24-09-2017 12:18 PM
Also in regards to the 14 day cooling off period - I've got another week or so from connect day. Also I did ask the EE customer services person when I called up on Saturday. I was told that the 14 days doesn't kick in until I have a full service (phone home phone is working fine - just no internet apparently) but not sure I trust em on that one?
24-09-2017 02:45 PM
Also in regards to the 14 day cooling off period - I've got another week or so from connect day.
No, you haven't. It starts from when you signed up.
2.3. You may cancel this Agreement without having to pay the Cancellation Charge by calling Customer Support at any time up to, and including, 10 days after the Start Date. Any cancellation after this time, and before the end of the Minimum Term, will incur the Cancellation Charge "Start Date" means the date that We notify You by Written Notice that this Agreement begins, which will be when We have accepted Your request for the Services and You have passed a credit check
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