Massive EE error

john-306

I'm just inside the last month of my 1 year EE Broadband and phone contract.
They didn't offer me any decent deals yesterday to stay with them so I looked around and found a better deal with Sky.
On EE T&Cs couldn't find any details on when I could migrate or if I had to return any equipment.

I rang up this morning and they confirmed I'd have to pay a final bill of £9 and not return and equipment. I stated I was going to another provided and would sign up with them today, an hour later I saw an email on my phone from EE saying "thanks for letting us know you have decided to cancel your EE service on 8th November".
I got straight on to EE again and requested a manager and they said "sorry, a cancellation cannot be undone", it was an error by the CS advisor as they shouldn't have done a cancel without going through a long script explaning to me exactly what would happen, which she didn't.
So now as there is a cancellation on my line I cannot do a migration to another supplier until 8th November and from then I will be without broadband and phone for about 2 weeks, I'll lose my number as well:mad:

Anyone else had a problem like this?
I've escalated it higher but that office are not in till monday.

Thanks for any info

Catman7

Should be able to still move, I am with talk talk and cancelled over recent price increase, joined plusnet and all went through okay so can't see you having a issue

john-306

Catman7 wrote: »

Should be able to still move, I am with talk talk and cancelled over recent price increase, joined plusnet and all went through okay so can't see you having a issue

Did you actually cancel your contract though, or just migrate?

This is what I'm saying they cancelled my contract by mistake and now are saying once thats done it can't be undone.
A cancelled contract puts an actual cancellation on the line meaning my next ISP won't be able to take it over as it's due to terminate.

I really can't believe they can make this error and not be able to undo it

teddysmum

My move to PlusNet from Sky was on the ninth working day from ordering, so you can move within two weeks and as your line will be live for that time, your number can be requested by your new provider, but you need to act quickly.

john-306

teddysmum wrote: »

My move to PlusNet from Sky was on the ninth working day from ordering, so you can move within two weeks and as your line will be live for that time, your number can be requested by your new provider, but you need to act quickly.

Thanks, but I've just rang Sky up and you cannot migrate to a line that has a cancel on it even though it is live at the moment, it will just get rejected.

brewerdave

Unfortunately its in the hands of EE ,who can remove the cease order!!!

john-306

brewerdave wrote: »

Unfortunately its in the hands of EE ,who can remove the cease order!!!

I do hope you are right, but the CS Advisor and the supervisor/manager both said not.
I'm still waiting for the promised call back, I'll give then till this afternoon and get back on to them.

john-306

Well a senior manager did get back in touch with me, and it was no problem taking the cease off the line, contrary to the strict "no we can't" off the CS advisor and his line manager/supervisor on Saturday.
Thanks.