EE switch over help please

[#1]

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 😬

[#2]

@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. 

[#3]

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

[#4]

Ok thanks very much

[#5]

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.

[#6]

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.

[#7]

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. 

[#8]

@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

[#9]

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

[#10]

@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.