OpenReach (EE, BT, Sky) keeps cancelling my broadband order

[simes31]

Well its 2026 now and these problems still seem to exist it seems.

I placed an order 3 days ago for EE Full Fibre 300 (to replace a copper based BT Internet solution) with no other elements. I have a BT (copper based) landline and I had asked for that to be terminated on activation of FF. I received the contract documents and accepted them while the adviser was on the line and given an installation date of 30 Oct 2026.

This morning I had an email saying: "We're sorry but we've had to cancel your broadband order. I you have any EEOne Benefits such as data boosts or discounts on your EE mobiles, you'll lose these. If you've changed your mind, or didn't ask for this, you can place a new order online or by giving us a call on 0330 123 1105"

As of now I have been waiting for over an hour for an answer. Is there anyone who could assist me to progress this or advise me why the order was cancelled? I have been a BT customer for many years and feel very let down at the customer service.

Worse, the original letter BT sent me to advise of the impending switch-off and to take action gave a number where no one could assist with my order (I was transferred to someone in Glasgow eventually, and when I got cut off mid call I got reconnected to someone in Hull who said I could not be reconnected to the original agent but he would assist - which he did) and the order was completed after he completed the process started by the first agent. The other issue was that the price quoted on the BT letter stated an offer price of £23.99 for FF150 (plus £12 a month unlimited minutes for phone service (which was irrelevant as I didn't want phone service). Both customer agents could not find that offer on their systems, and the new order was for FF300 starting at £28.99 a month, then £32.99 from 2027 and £36.99 from 2028. Really an awful advertisement for BT/EE.

I just want to re-order what I was offered, without another cancellation. Can anyone PLEASE help?

[simes31]

Just got a reply on the phone after 1hr 10 mins. Will update in case its of use/interest.

[simes31]

It appears, so I'm told, that there was no problem with the original order but it apparently "didn't get sent to the engineers" (quote) due to some system glitch. I have been taken through the order again (for EE Full Fibre 300) and given a new set of contract documents plus an install date of 3rd Nov. (The price has also crept up again to start at £31.99 a month, hmmm)

Given the experiences of other people, I am by no means certain this will actually happen, but we'll see.

While I can't really fault the phone advisers when they eventually answered, the impression given of BT/EE is really very poor indeed. I am going to contact the Communication Ombudsman and OFCOM particularly with regard to the SNAFUs and especially the offer on my original letter from BT, which is not on the system when you actually call.

I hope this is of some interest to those who have a similar problem. As I said, we'll see what happens.

[iniltous]

Why are you posting about your EE order on this BT forum , even if you are currently a BT customer, and BT offered you the option to leave and take  an EE product, ultimately this is between you and EE , all BT are (at best ) is the ISP you are leaving .

Good luck with your Communication Ombudsman ‘complaint’ 

[simes31]

Because in following the original BT letter and phone number it stated, I was bounced around between advisors in Hull, Glasgow and finally London with no clear idea who was working for who (and BT/EE are the same company we're constantly told).

Your own reply kind of sums it all up really.

[iniltous]

What BT letter ?
My reply sums up what ? , I’m not a BT employee, just a customer, and unlike an employee I don’t need to sugar coat my reply for fear you think it blunt or undiplomatic.

[simes31]

Yes, I understand that. You missed my point but that's my fault for not expressing it better.

[Kimberlin]

@simes31  Welcome to the BT/EE smoke and mirrors merry go round. It's ridiculous isn't it?

[simes31]

Hi Kimberlin

It certainly is. My original email illustrates the point entirely. The starting point was ringing a BT number to be met with "we can't see that offer, we'll transfer you..." and no one told me that I was apparently being taken through to EE (and even if they had, all the adverts tell you that EE and BT are the same, so would you query it anyway?) Great way to treat a long standing customer following the signposts that BT set out for me. 

Wonderful.

[simes31]

Incidentally, I did forget to reply to iniltous' question "What BT letter?"

This was a letter from BT received 4 days ago warning me of impending copper network shutdown in my area rendering my current BT Phone and Internet inoperable soon (I've been recovering from an operation after a spell in hospital and am about 3 months behind on home affairs). A BT Customer Exclusive offered Full Fibre 150 at £23.99 a month to start etc and a number to call. Which, as I said, led to confusion at the other end of that very number as they couldn't find it on their system, and they said they were "transferring me".  Just to clear that up - apologies for not answering the question before.

Anyway, I'll end this here. Good Evening.