Trying to switch from Sky to BT broadband since 9/10/24 and still not up and running.

[Jmattock99]

So I currently have Sky broadband FTTP (Fibre to the premises) and received a call from EE asking if I want to switch to BT on 9/10/24. I’ve accepted the offer they gave as it is much better than my sky package. 

Guy on the phone said it should only need to be a plug and play with the new hub I’m sent as my line will still work I can just cancel Sky and start with BT. 

However BT decided to send out an Openreach engineer to change the line anyway. He arrived and said that doesn’t need to happen I just need to ask for a migration of the line. So I ring up and no one seems to understand what that means and tell me I shouldn’t be listening to the Openreach engineers as they are a separate entity and just want to get the job done as quick as possible. So I get another engineer appointment who comes out and says the same as the last one but he’s been instructed to change the ONT on the wall inside which is where the fibre is terminated to. But then says my hub still isn’t working as it’s faulty so I get a replacement sent out. 

Replacement arrives and does the same thing! Flashing orange constantly and doesn’t connect at all no one at BT is helpful and they clearly don’t communicate with their Openreach engineers properly, if all. 

Has anyone else had a problem like this or can anyone help or shed any light? Thanks 

[Keith_Beddoe]

You should not have cancelled Sky, that would be done by EE as part of the ordering process. You would then have got a notification from Sky, that EE are taking over your service.

As it is, there will be a pending cease on your service which would probably be delaying any activation by EE.

Are you sure that Sky were using Openreach, as they do use other network providers?

[rbz5416]

As above, if you were told to cancel Sky broadband yourself, that was incorrect. Did you do that? If so what date were you given for the cancellation?

[Jmattock99]

No I haven’t cancelled sky yet, sorry badly worded I was told sky would contact me to to say someone is trying to use the line and to tell them that’s fine. That hasn’t happened yet though.

Yes definitely Openreach because my original OTP where the fibre comes in said open reach on it 

[Keith_Beddoe]

All it really needed would have been a network routing change to move the traffic from Sky to EE.

As this is an EE provisioning issue, you need to post on the EE customer forum.

https://community.ee.co.uk/

EE are a separate company within the BT Group, so nothing to do with BT  broadband any more.

https://www.bt.com/about/bt/our-brands

BT are intending to move all new and re-contracting customers to EE.

[rbz5416]

So is the Sky service still working with their Hub?

Were you out of contract with Sky?

[iniltous]

Is there anything unusual about your address , if a new build was there ever an issue with the plot number matching the postal address ? 
There is obviously an error somewhere, OR don’t just turn up , t your address  would have to  be recorded as not having FTTP for Openreach to waste their own time visiting, so either the EE rep ( even that’s odd , why did the EE rep sell you BT and not EE ) has put the wrong address into the ordering system, or there is an anomaly with the address .

Has the new router etc turned up , was the correct address on the package ( assuming a router has arrived ) .

You can use the serial number from the ONT , for the ISP to confirm they are looking at the correct address to take service over from , but it seems the system is driving the order as a new provide not a takeover, did you have any issue getting Sky broadband at this address ?

[Edinburgh-wg]

You said that you'd received a call with an offer. Companies like EE and BT won't make such calls as it's cold calling. They'd simply be fined for that. So, are you sure you spoke to EE or BT, or was it some kind of other company?

[rbz5416]

@Edinburgh-wg 

Why do you think ISPs are banned from cold calling? BT have a number of "partners" that do just that:

https://www.bt.com/partners

Although I can't help but snigger at "We use four companies" & "Here's all three of them"!

[iniltous]

AFAIK, BT are not supposed to use the ‘notice of transfer’ , and presumably it’s replacement OTS , to deliberately contact the soon to be ex customer ( because they know the customer is leaving ) with an offer so ‘good’ the customer decides to stay , and use that to cancel the transfer , I don’t know if this rule applies to every CP ( comms provider )  , it wouldn’t be a surprise if it’s an Ofcom rule only BT have to follow , perhaps it’s this that the poster was referring to , but normal marketing is allowed , just not targeted at those already decided they are switching….but that’s how it was many , many years ago , I can’t say for sure it still relevant these days , and in this case it’s something of a distraction to the real issue .