EE a cautionary tale

[#1]

As EE now appears to be the default migration pathway for Plusnet customers wishing to retain a voice service I thought I'd share my recent experience with them.

My “journey” with EE began when my Plusnet mobile service was migrated over to them.

No issues with the service technically and costs had remained reasonable until the recent uplifts and package changes have doubled the price!

I added a data SIM to my plan to give temporary internet coverage for my daughter pending a house move. This has worked well for the last 8 Months at 100mbps with one minor outage. Again no problems with the product.

So far so good.

Based on this experience I planned to move my fttp broadband to EE to take advantage of the bundled packages and have everything under one supplier.

So after finding a competitive EE offer in march I spent 40 minutes on the phone with a very pleasant and chatty agent. We confirmed the package and product details numerous times.

This is where it fell apart.

Welcome emails from BT arrived in my inbox for a totally different product and pricing. Attempting to add this product to my EE account failed, but the computer says no, it's a BT order!!.

Back on the phone to EE for another hour to unravel and cancel the BT order. A “misunderstanding” according to the agent dealing with this mess.

Finally I said let's complete the EE order.

Can't do that. I have to wait 24hrs after cancellation before a new order can be placed.
We will call you back after 24hrs to complete the order.

Not unsurprisingly I never got the call back.

So EE lost the sale.

However there's more.

I now needed to move my EE mobile service to my new provider to take advantage of their integrated bundles.

Easy just get a PAC code from EE.

Again the computer says no.

“Hi from EE. xxxx is part of a multiple subscription account so we are not able to complete this request by text. The account holder will need to log into ee.co.uk/myee or call 150 to request your switching information, PAC or STAC. You can find out more at ee.co.uk/leavingus Thanks.”

After another 20 mins on the phone and a grilling from the grumpy EE agent who had to fill in a PAC request, I finally got my PAC code.

The agent couldn't explain why the Text service won't work, as it knows my explicit number.

For those Plusnet customers who are being migrated all I can say is good luck .

[#2]

My migration to EE hasn't been that complex, but still hasn't happened.

My PN contract expired in March, and when I called to renew I was advised that I would not be able to retain my landline, and decided to follow what should have been the easy route, and migrate to EE for broadband and digital voice. No mobile phone change required as I'm with an unrelated supplier for that.

Switch-over was due to take place originally on 7th April. Hardware from EE arrived in good time, and then I got an email advising of an engineer visit scheduled for tomorrow (24th April). That visit was subsequently cancelled, but I was led to understand that the migration would take place on that date, rather than the 7th.

A couple of days ago I got notified that my EE Digital Voice service would be activated today, but possibly up to 48 hours later.

This afternoon I got an email from EE to say my order had been cancelled. When I phoned to query this I was told that another order had been raised, and that indeed shows up in the EE order tracker.

I know BT's order system of old, and am not really surprised by any of this, especially where linked orders are concerned. Failure of one element of a linked order causes the whole thing to go [-Censored-]-up.

I've largely been happy with my 16 years as a Plusnet customer; I just hope they don't disconnect me tomorrow with no replacement service available, and that I don't get charged the out of contract price for the additional time I have to use Plusnet due to the delay caused by BT's ordering system.

[#3]

@Protech As I'm basically lazy, I'm letting Plusnet do the transfer for me. No hunting around for phone/broadband deals. No phone calls involved. Hopefully, as I'm sure there will be many of us, they will get it right between them. Fingers tightly crossed. 🤞

[#4]

...and now EE have cancelled my order and demanded the return of their equipment.
Fizzing...
Fortunately still connected with Plusnet.

[#5]

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@Jaggies wrote:
...and now EE have cancelled my order and demanded the return of their equipment.
Fizzing...
Fortunately still connected with Plusnet.

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Do you have any alt net options available to you?

I had enough of being messed around by Openreach last year but luckily I had alt net options to swop over to. 

[#6]

@PowerLee sadly not.
City Fibre are around, but we're a bit off the beaten track, and they don't appear to have any plans to reach us any time soon (we're on a private road). Last time I contacted them they mumbled something about Way-leave...
Openreach have connected new builds around the outskirts with FTTP, but have no plans to change things for us copper users.
Our exchange is on the stop sell list, so I wasn't able to change ISP last time I decided to try, so I'm not sure where to go from here,.
Maybe move house???