So - as a BT customer I was moved to EE last year for my account management. “Seamless” i was told, “dont worry”. In December 2025 full fibre became available for my address so I used the EE app to upgrade my service to the FF500 package. Got my order email. Got a visit sms message from OpenReach. Had a visit from Openreach in January, had my drive spray painted where the fibre would go. Received a message openreach would be back in 3 months on the 26th March. Waited patiently for the day. No openreach. Go into the EE app to check my order - now cancelled. I phone EE using the number in the app, I’m told “openreach” didn’t accept the order so EE cancelled it. Then I’m told my account details look odd, I’m told there are four different accounts in my name, like a marvel multiverse. It is unclear which one is right. I’m put through to sales, they think I’m a new account, offer me a fantastic deal, 30 mins later the penny drops - I’m an existing customer looking to upgrade, fantastic deal reneged. They think they’ve identified the account issue. I’m offered a fixed price deal with some credit for my troubles. I’m told it’s ordered and that I’ll be passed to ‘home tech’ to get an engineer out. Home tech don’t know why I’ve been sent there - they can’t see an order on my account. They pass me back to sales ‘to fix’. A new sales person - they can’t see the order, they need the full issue history again. Apparently I now need to wait until Wednesday (1st April - an omen) before I can even speak to anyone about my account, no guarantee it will be fixed… let alone try and place an order or, more importantly, expedite an openreach engineer visit so that we get connected before 2027. Bewildering. Help appreciated.
