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Moving Internet - Advice Appreciated
Bootsie123
Posts: 1 Newbie
I submitted an online form with EE a week ago to ask them to move my internet to our new house. A confirmation page loaded telling me I'd receive a call / SMS / email within 3 working days to update me on their progress, but that it could take up to 4 weeks.
Today (1 week later) I called to ask for an update after receiving no correspondence. I was told they hadn't received my application, they apologised, and offered to 'fast track' my application now. They said that if I didn't need an engineer out it would take up to 7 days, which is perfect since I'm moving in tomorrow and am heavily reliant on home internet for work.
They told me there was no phone line in my building (although my apartment manager has told me there definitely is one, a BT phone line which every apartment has) and that the soonest on a 'fast track' they can get an engineer out to me is the 26th August.
Obviously I'm gutted. I've paid my line rental for the year up front because it was cheaper, I was wondering if I called and tried to switch to another provider would I be out of pocket of this? That's not so much of an issue as - would any other provider be likely to do this process faster for me? Right now the main concern is getting the internet in, not the price.
And I would have started this process sooner, but we only signed the apartment papers last week, the day before I requested the internet move. That was the first day I had the correct post code etc of my particular apartment.
Today (1 week later) I called to ask for an update after receiving no correspondence. I was told they hadn't received my application, they apologised, and offered to 'fast track' my application now. They said that if I didn't need an engineer out it would take up to 7 days, which is perfect since I'm moving in tomorrow and am heavily reliant on home internet for work.
They told me there was no phone line in my building (although my apartment manager has told me there definitely is one, a BT phone line which every apartment has) and that the soonest on a 'fast track' they can get an engineer out to me is the 26th August.
Obviously I'm gutted. I've paid my line rental for the year up front because it was cheaper, I was wondering if I called and tried to switch to another provider would I be out of pocket of this? That's not so much of an issue as - would any other provider be likely to do this process faster for me? Right now the main concern is getting the internet in, not the price.
And I would have started this process sooner, but we only signed the apartment papers last week, the day before I requested the internet move. That was the first day I had the correct post code etc of my particular apartment.
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Comments
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Regardless of which provider you use, it's a BT OR engineer who does the reconnection or line install. The lead time for the latter is typically about 3 weeks, so 24/8 seems about right.
Cancelling will put you to the back of the same queue with another provider.
Can you get access to the property to locate and test the existing line? If it just requires a reconnection, then it may be faster.
I'm afraid you are discovering why EE is so cheap.
PS: using a residential line for business is technically a breach of the T&Cs.No free lunch, and no free laptop
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