topic Re: EE switch over help please in My Order

EE switch over help please

Strawbs3 — Fri, 10 Jul 2026 13:17:17 GMT

I was due to switch over to EE on 1st July. My new router has been sent. It said to wait for a confirmation email before I actually switch over. It's now 10th and still no word? Should I just plug it in and go or should I wait. Just tried to phone Plusnet but it said there's a 30minute wait 😬

Re: EE switch over help please

Baldrick1 — Fri, 10 Jul 2026 13:28:07 GMT

@Strawbs3 Welcome to the Plusnet Community Fora.

As long as it's working you have not been transferred. Unless advised otherwise, the time to plug in your EE router is when the Plusnet service goes dead.

Re: EE switch over help please

Baldrick1 — Fri, 10 Jul 2026 13:30:46 GMT

Moderator's note:
Thread moved from Broadband to My Order

Re: EE switch over help please

Strawbs3 — Fri, 10 Jul 2026 15:07:23 GMT

Ok thanks very much

Re: EE switch over help please

dparr1959 — Sun, 19 Jul 2026 05:36:28 GMT

I attempted to move from Plusnet to EE and made lots of phone calls to Plusnet and EE and made 3 complaints without any success.

I was told the order was stuck with Openreach but no-one has done anything to help.
Wasted nearly a month, lucky I was on a One Switch move which means they can't stop your service until you have somewhere to go.

I would make a informal complaint that will get there attention .

Compensation could due of every day delayed.
I waited 27 days and have made a claim agreed and confirmed with EE for £174.00 .

Now attempting to move to Vodafone ( fingers Crossed ) if that fails , I will then avoid any company that uses Openreach in future.

Re: EE switch over help please

Strawbs3 — Thu, 23 Jul 2026 14:25:27 GMT

Thanks for that. I might have to investigate. Did you still ace internet or were you cut off during this time? I currently still have internet.

Re: EE switch over help please

john-watton — Mon, 27 Jul 2026 20:43:11 GMT

I received an email at the end of June, saying I was going to be switched from PlusNet to EE on 14 July 2026. I received the EE router with a leaflet saying not to use it until I was told. I've just come back today (27 July) from two weeks holiday. I have heard nothing from EE. My broadband and home phone are still working on PlusNet.

Re: EE switch over help please

RadioFox — Tue, 28 Jul 2026 11:02:38 GMT

@john-watton @Strawbs3

In your email from EE, were you given an order reference number (starting with VOL)? If so, you can check your order progress here:-

Orders and Returns Help | EE

Re: EE switch over help please

john-watton — Tue, 28 Jul 2026 13:38:49 GMT

Thank you. They claim have cancelled the order, when I haven't.

Re: EE switch over help please

Baldrick1 — Tue, 28 Jul 2026 13:49:51 GMT

@john-watton

There have been a few of these cases. It appears that EE jumped the gun and weren't ready to transfer you yet. That does not mean that they won't be starting the exercise again in the coming weeks/months.

Don't be surprised if they ask for the EE router back then send you another.