I had EE broadband and after my contract ended, I decided I'll switch to BT (possibly a big mistake). After they have arranged for me to get the router and tv box, they didn't connect it on the date they promised (2nd Jan), after I called it turned out that they had my order as a "new customer" and not a transfering one from EE (which apparently benefits the advisor I spoke to as he/she needs to get new customers). The advisor cancelled my order and created a new one for the 19th Jan and gave me a new reference number.
I have been asked to contact EE and ask them to completely disconnect my landline and broadband (which costs almost £30+one month fee for internet and can happen earliest within 14days) and have been promised by a BT advisor that they will cover the charge.
After I got disconnected on the 18th and was supposed to be connected within 24 hts with BT (which obviously didn't happen), I called BT and was told that my order DOESN'T exist... and they have no record of me ordering.. even though in my living room I have BT equipment which they sent me..
And now, no one knows what's happening.. they promised to call me back on Monday when they chase where is the fault (which also hasn't happened).
Now I'm with no internet connection, no TV, no one who is planning to connect them and a BT router that they have no record of sending me.
I want to complain to Ofcom and anyone else I can, and also demand compensation for the charges I needed to pay to EE, the fact that I'm forced to pay for a doungle so I can do my job (which I do from home using the internet).
the frum mods will be able to help with your new connection they will post a link after reading this
I would add that as you are using a residential connection there is no compensation for any business loss - you need to have a business line for that
I will be happy if they just connect my internet, pay the EE charges (as they promised already) and compensate the whole inconvenience.. But I don't see how would that happen if I don't spend another 2hrs on the phone with them, so I'll probably need to take to Ofcom at the end.
OFCOM don't investigate individual cases but it make help making a case with others
I am sorry to hear about the problems you have had with your order. I would like to look into this for you. Please could you send me in your details using the "Contact Us" link found in my profile.