"Cannot Load your order right now" Issue.

[Colin_Black_EE]

Theoretically I'm migrating to a new contract after the 18th. (Mobile and BB) I have an email with the relevant VOL number.
BT Openreach are attending to install Full Fibre.

When I attempt to view "my orders" I get the message "Cannot Load your order right now" and this has been consistent for weeks. Anyone have any thoughts as to why?
I need to be clear on precisely what I'm getting for my money as I am from any business.

Ive had significant  problems in trying to speak to EE help, with them passing from person to person who then proceed to ask all the same question over again. That and the 'I need to speak to my manager' being a common interruption and causing lengthy delays on the call. I had three differing cost models from three different people, while my needs remained the precisely the same. I'm thinking of invoking my right to cancel as part of the cooling off period. Decades with BT with Mobile & BB and never a single problem, EE have greatly diminished my Customer experience  🙁

C 

[Lesley_W]

Hi @Colin_Black_EE 

Thanks for coming to our community.

I'm disappointed to read that you've had this experience when planning to move your services. I understand why this would put you off moving. 

When you spoke to the team, did you log a complaint?

Lesley

[Colin_Black_EE]

Hello Lesley,

Does that achieve anything, it's certainly not my experience.

One of the people I spoke to while wasting over an hour of my time on the phone said they would raise a complaint on my behalf. Never heard a thing since then. As of right now I still can't see any broadband orders via the EE webpage.

EE also need to learn that when I say I want emails not SMS messages they should listen. It's impossible to read the 8 pages of T&C of a contract in a document inside a shared SMS message "chat". Almost like we (the customers) are being forced to "agree" to contract with no time to absorb any details.
We shall see what transpires....

As ever it's never anybody's fault and yet here I am clueless to what is actually happening.

[Rach_H]

Hi @Colin_Black_EE,

Raising a complaint will ensure that our team have a record of you not being satisified with the service you've received. This should not be closed until a resolution is reached that you are satisifed with, and if the complaint is closed, then you are able to re-open this within 28 days.

You are also able to escalate your complaint to an team leader and then to our escalations team, if you feel that you need to.

I would recommend getting back in touch with the team, as you have been left without a resolution, and the team should be able to give you an update.

Rach

[Colin_Black_EE]

EE need to stop putting the responsibility on the customer to do the chasing.
The Help person said they would raise a complaint. I would "recommend" that EE do what they say the will.
EE record all the helpdesk calls, go and sit through those recordings if you need clarity.

Your link to "get back in touch" just leads to the same standard "help" page, which starts the same helpdesk process all over again. I'm not enduring that again. 

In the interim I received another confusing SMS 

"Hi From EE. We've now closed your line for you.
Head to the EE app if you'd like another one, Thanks. 

I have absolutely  no idea what this SMS message is referring to, or what "line" it is talking about, I'm doing nothing with lines.

The immediate requirement is for me to see Broadband orders on the EE Website?

Colin
 

[Rach_H]

I understand it isn't ideal to need to reach out to the team again @Colin_Black_EE, however, we do not have account access here on the Community, so we won't be able to look further into this for you here.

Rach

[Colin_Black_EE]

Hi Rach_H

So the EE Web site spends time telling users to use the Community for help, but the Community doesn't have the tools to do that job if the problem relates accounts?  As Ive already mentioned it took three/four different people to try and help last time, and I got four different stories. I fully expect it would be the same again. What I'm going to do is let my contract expire (18th) and see what happens.

BT Openreach are scheduled for the 22nd for installation of Fibre, on this Ive been asking if it's overhead or underground, on that I got a straight answer "we don't know" 

I know this isn't your problem it's mine, but again it's EE who are failing (not me....or you) There was a certain irony this afternoon in me receiving a "happy to be here badge" 😂 in the community presumably the algorithm doesn't look at the content of correspondence....

Regards,

Colin  

[Rach_H]

I appreciate that the website does direct you to the Community pages, and our Community users are often to help with a range of problems and can give an awful lot of advice. 

In situations where account access is needed, such as for you @Colin_Black_EE, we aren't able to offer the support you need here, so we will refer you back to the team.

I do understand you've been left frustrated after speaking with the team in the past, which is why I've advised how to escalate your complaint, so that we can get you the support you need, and you're not left unsure of what is going to happen when you current plan ends.

Rach