Orange/EE cancelled my Internet in error - what are my rights

Harry_harrington

Hi, I've been having an absolute nightmare with orange/EE who provide my phone and broadband and just wondered if anyone else has experienced similar or have any suggestions as to my rights.

I phoned them on Saturday to request a MAC code as I am going to switch to BT. They said that's fine and they will post it to me within 3-5 days. When I got home yesterday my Internet was down and after calls to 3 different departments it turns out whoever I spoke to on Saturday actually cancelled my contract. All the advisor said was I'm very sorry but there's nothing that can be done.

They haven't applied any early cancellation fees but it means I'm now without phone/Internet for a month as my contract with them wasn't meant to end until 6 June.

I asked to speak to complaints but this can only be done via post and she told me there was no manager available. In the end she said her manager will call me within 48hrs. I'm not convinced this will actually happen and I will be writing a complaint anyway but it feels like I'm completely powerless to do anything.

It seems unjust that I am now inconvenienced and not receiving the service I have been paying for because of their mistake. If I cancelled my contract early, I would have been liable for charges but they can do it without any issues.

Sorry for the long post and rant, any advice would be great. I feel like I've spent half my life in the phone to them over the last 18 months with continuous faults on the line and with their router.

Thanks

bod1467

Have they cancelled the phone as well, or is that still working?

Orange/EE use the BT network ... if the phone is still active then it's only a software config to get the BB working again (as I understand). So as quickly as they were able to turn it off, they'd be able to turn it back on.

chanz4

bod1467 wrote: »

Have they cancelled the phone as well, or is that still working?

Orange/EE use the BT network ... if the phone is still active then it's only a software config to get the BB working again (as I understand). So as quickly as they were able to turn it off, they'd be able to turn it back on.

depends also if the order has been actioned to openreach, as they would remove the equipment from the exchange card

Harry_harrington

Thanks for your replies, I eventually managed to speak to a manager today but still got the same answer of 'sorry we can't do anything'. I asked if it had been actioned to openreach, they said it had but even if they hadn't removed the equipment at the exchange, they still couldn't do anything.

The guy said to me 'you have to understand it wasn't disconnected on purpose, it was just a mistake'! Not sure how that helps me. I'm going to complain now but you have to do that by post - they just seem to make it as long winded as possible.

It's so frustrating, I just want my Internet back but that's not going to happen now, I might just smash up the router so I feel better!

duchy

bod1467 wrote: »

Have they cancelled the phone as well, or is that still working?

Orange/EE use the BT network ... if the phone is still active then it's only a software config to get the BB working again (as I understand). So as quickly as they were able to turn it off, they'd be able to turn it back on.

Completely incorrect

bod1467

duchy wrote: »

Completely incorrect

Really? And your evidence to support your assertion is ... ?

I KNOW what I stated is correct (in some cases, and only for non-LLU [WLR3] connections, such as what Orange/EE have). But as chanz4 said, if it had been actioned to BT OR then the physical connection may have been removed, which means its too late.