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Standard User DC34
(newbie) Mon 27-Oct-14 17:30:34
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Help - Migration


[link to this post]
 
Can anyone advise?

I have always had my broadband with BT but decided to go for a migration to EE

That was in August and here i am still waiting and now with no broadband at all since last week

Numerous calls and expedites to HLE team with no joy

I dont know what else to do now

Help

DC
Standard User XRaySpeX
(eat-sleep-adslguide) Tue 28-Oct-14 19:32:10
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Re: Help - Migration


[re: DC34] [link to this post]
 
Let's get this straight:
In reply to a post by DC34:
now with no broadband at all since last week
So you had a BB connection from EE until last week and then it stopped?

Do you have a dial tone on phone from test socket with router disconnected?

What does it say in the top section of the initial Status page of BrightBox? Omit your Username.

What does the System Logs say?

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Standard User DC34
(newbie) Wed 29-Oct-14 09:37:46
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Re: Help - Migration


[re: XRaySpeX] [link to this post]
 
I have a BT Fibre Connection

Migrated to EE and they incorrectly migrated me to a 40/2 Product which worked but was not great
They then told me that the circuit was not with them even though i was using the brigtbox?????
Bt confirmed that the cirucit had not closed off yet
EE told me that they needed to migrate the line - this they did which in turn killed the broadband
And now i have nothing - they have expedited twice with no joy and now need to get an engineer out - still awaiting a date for that
To top it all off after been offered 3 months free because of the mess that is happended i get a bill this morning for £35

Guys seriously i aint joking here i am thinking of going to see the doctor as this is stressing me out so much

I dont know what to do or who to go to

EE seem incapable of doing anything correctly

HELP


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Administrator MrSaffron
(staff) Wed 29-Oct-14 11:16:34
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Re: Help - Migration


[re: DC34] [link to this post]
 
Sounds like EE issued a cease and planned to then issue a provide to get around what would probably have sorted itself in a few days, i.e. the job not been completed and then the connection speed could have been looked at.

Incorrect port speed settings is not unheard of and if reported as such Openreach can rebuild the port profiles and fix it.

Easy answer, tell them you will be pursuing for compensation and give them a deadline of two weeks, after which you will be taking your custom elsewhere and will instigate small claims to claim compensation. Do all this in writing and over the phone.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User DC34
(newbie) Wed 29-Oct-14 11:36:12
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Re: Help - Migration


[re: MrSaffron] [link to this post]
 
They have an engineer coming between 1pm and 6pm tomorrw

He will fix it and put me on WBC My god it just gets better doesn't it

I suppose if he gets that working we will then have a nightmare trying to get to Fibre

Why did i ever leave BT

This migration started in August

I sent the below email to the CEO on the 9th September and i am still waiting despite having 3 different case workers and numerous emails and phone calls
I have even had to spend money buying data for my EE phone as its tethered to my home PC

I would like to make a complaint about the terrible customer service I have received from your company.

I am currently a EE Mobile user and have had no problems at all

However recently I have been bombarded by calls about me switching from BT to your award winning broadband service.

I was reluctant to do this as BT and its broadband have been rock solid for me and have never had any need to change

However recently their speeds have been dropping and that coupled with your Amazon Voucher scheme I decided to take the plunge and migrate my broadband to you.
WHAT A MISTAKE THAT WAS!

I regret ever speaking to you people about this

I work for an ISP so now how this works you are reselling BTís Circuits so a simple MAC code from BT should ensure an easy Migration

No I look online and there is delay until the 23rd September for the migration this should take 5 days, I ordered this on the 3rd September?
Not a good beginning is it.

I called your call centre who had me in on hold for 12 mins, thatís how long it took him to work out that I needed to speak to someone in Belfast on the Fibre team
She then took 16 mins to work out they had no answer for me and had no way of knowing what was wrong with the order other than a problem with the address.
She was extremely rude, showed no empathy and couldnít even be bothered to call me back, would rather have me hanging on the phone at my expense
She said that they had no facility to make outgoing calls and had to many systems to check so I would have to hold or wait 24 hours.

When I said that I might cancel this order she didnít seem to care, you obviously donít need the business then?

How can this company win all these awards and not give a damn about their customers?

She had offered to have a manager call me in 24 hours, well thanks.

What do you make of this as CEO?

Look forward to your response
Standard User Stevenage_Neil
(committed) Wed 29-Oct-14 11:51:42
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Re: Help - Migration


[re: DC34] [link to this post]
 
I sympathise with your predicament, however, if I were writing to a CEO, I would first of all make sure my letter was gramatically correct!
Standard User DC34
(newbie) Wed 29-Oct-14 12:09:35
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Re: Help - Migration


[re: Stevenage_Neil] [link to this post]
 
There's always one isn't there

Thanks for your help Neil
Standard User Stevenage_Neil
(committed) Wed 29-Oct-14 12:31:47
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Re: Help - Migration


[re: DC34] [link to this post]
 
In reply to a post by DC34:
There's always one isn't there


No there are thousands, mostly in managerial positions.

You asked for help, I tried to give it!
Standard User DC34
(newbie) Wed 29-Oct-14 12:33:36
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Re: Help - Migration


[re: Stevenage_Neil] [link to this post]
 
Thanks Neil

Your a great guy
Standard User E7er
(knowledge is power) Wed 29-Oct-14 12:56:12
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Re: Help - Migration


[re: DC34] [link to this post]
 
In reply to a post by DC34:
They have an engineer coming between 1pm and 6pm tomorrw

He will fix it and put me on WBC My god it just gets better doesn't it

I suppose if he gets that working we will then have a nightmare trying to get to Fibre

Why did i ever leave BT

This migration started in August
Info from BT, we created Wholesale Broadband Connect WBC, it offers you wide coverage across the UK with built-in flexibility. You can choose from ADSL, ADSL2+, FTTC or FTTP access. If you want fibre you choose FTTC or FTTP. wink

https://www.btwholesale.com/pages/static/Products/Br...

EE broadband WBC 20 Mbps unlimited. Sync 15282 kbps Downstream, 1276 kbps Upstream. thinkbroadband/SpeedTest
Bright Box ADSL2+ wireless N Router supplied by EE/Orange
BT Business Hub 2Wire 2700HGV v2 ADSL2+ Dual SSID wireless Router

Edited by E7er (Wed 29-Oct-14 13:02:06)

Standard User DC34
(newbie) Wed 29-Oct-14 12:58:33
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Re: Help - Migration


[re: E7er] [link to this post]
 
So why have they chosen ADSL2+
Standard User E7er
(knowledge is power) Wed 29-Oct-14 13:41:46
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Re: Help - Migration


[re: DC34] [link to this post]
 
In reply to a post by DC34:
So why have they chosen ADSL2+
Sounds a right cokup, maybe your neighbour has your fibre connection and there are non-available at the cabinet.


+ Switching to EE

What does it take to switch to EE?

It couldn't be easier to join us. Simply choose your package online, enter your details and we'll take care of the rest.

How long will it take?

Once you've signed up to an Unlimited Broadband plan from EE, it will normally take up to 10 working days for your Broadband to go active (as long as you don't need an engineer to install a phone line). You can keep using your existing broadband right up until your EE Broadband goes live.

If you need a new phone line, the time taken to get your Broadband up and running will depend on the date of your appointment with our engineer.

Will I be able to keep my existing phone number?

Of course. If you provide us with your existing phone number when you're completing your online order, we'll simply transfer this to EE.

How long will it take for my bright box router to arrive?

Your Bright Box and Quick Start Guide will arrive by post before your Broadband switches to EE. And you won't need to wait in for a delivery, as the Bright Box has been designed to fit through a standard letterbox.

What if I need a new phone line?

If you need a new phone line, simply tick the box requesting an appointment with an engineer when making your online order, and we'll be in touch as soon as this has been arranged for you. A standard installation charge of £60 will be added to your first bill.

What's a MAC CODE & do I need one?

A Migration Authority Code (MAC code for short) is a set of numbers and letters that give broadband providers YOUR permission to switch. Only you can obtain your MAC code.

How do I get my MAC code?

Your provider MUST supply your MAC code within 5 days of you requesting it. This is a requirement from Ofcom, the communications regulator. Here are some useful numbers:

Virgin 0845 454 1111
TalkTalk 0870 444 1820
Sky 08442 410 515
BT 0800 328 6738.

If your provider is not listed above, please contact their main customer support number, which should be listed on your last contract or bill from them.

Making the switchover run smoothly
We use your MAC code to make sure you don't lose your broadband connection during the switchover. It can take as little as 5 days to get connected, with no break in service and easy self-install setup.

Your MAC code expires after 30 days
Once you've got your MAC code from your current provider, make sure you switch as soon as possible. Your MAC code expires 30 days after it is issued, so if you don't use it in time, you'll need to contact your provider again to get a new MAC code.

https://broadband.ee.co.uk/home.do#linechecker

EE broadband WBC 20 Mbps unlimited. Sync 15282 kbps Downstream, 1276 kbps Upstream. thinkbroadband/SpeedTest
Bright Box ADSL2+ wireless N Router supplied by EE/Orange
BT Business Hub 2Wire 2700HGV v2 ADSL2+ Dual SSID wireless Router
Standard User DC34
(newbie) Wed 29-Oct-14 14:08:17
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Re: Help - Migration


[re: E7er] [link to this post]
 
sounds about right
Standard User DC34
(newbie) Thu 30-Oct-14 16:00:44
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Re: Help - Migration


[re: DC34] [link to this post]
 
Engineer arrives says its my router

Phone EE they cant get a router to me untl Monday

Another weekend with no broadband

Do you think if i plug in my BT Router would it work???

Thanks in advance
Administrator MrSaffron
(staff) Thu 30-Oct-14 17:58:57
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Re: Help - Migration


[re: DC34] [link to this post]
 
Well we have seen no data from any router yet to indicate if

a) There is a sync, i.e. connection speed to the local ADSL/VDSL hardware
or
b) Whether it is synced and just cannot authenticate.

Did the engineer actually connect test hardware and confirm present of a broadband signal, and was it ADSL2+ or VDSL2 and at what speeds?

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User DC34
(newbie) Thu 30-Oct-14 20:31:31
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Re: Help - Migration


[re: MrSaffron] [link to this post]
 
The original EE Router said disconnected

I was at work but my wife told me that the engineer tested with his equipment and said there was sync but that therouter was kaput

Surely i can use a differ router?

Thanks
Administrator MrSaffron
(staff) Thu 30-Oct-14 20:50:28
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Re: Help - Migration


[re: DC34] [link to this post]
 
You can try a different router but without your ee credentials it will not lig in.

First stage is to find out what sync you can see, ie find connection stats such as attenuation and noise margin in router

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User XRaySpeX
(eat-sleep-adslguide) Fri 31-Oct-14 01:15:22
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Re: Help - Migration


[re: MrSaffron] [link to this post]
 
In reply to a post by MrSaffron:
You can try a different router but without your ee credentials it will not log in.
But it will sync if sync is present.

If BT router will take a BB Username & pwd, OP can get his off KeepMe card.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Standard User E7er
(knowledge is power) Fri 31-Oct-14 11:16:50
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Re: Help - Migration


[re: DC34] [link to this post]
 
In reply to a post by DC34:
The original EE Router said disconnected

I was at work but my wife told me that the engineer tested with his equipment and said there was sync but that therouter was kaput

Surely i can use a differ router?

Thanks
You can use any ADSL2+ router with EE broadband provided it is not locked to another ISP. EE/Orange did supply the Netgear DGN1000 before their Brightbox router, it worked and was easy enough to set-up, but got so hot you could fry an egg on it, well the one I have you could. crazy

http://www.maplin.co.uk/p/netgear-dgn1000-single-ban...

These TP-Link Routers look very good for the low price, they have wireless N300 + Megabit Ethernet Port and will work with fibre broadband. smile

http://www.amazon.co.uk/TP-Link-TD-W8960N-300Mbps-Wi...

http://www.amazon.co.uk/TP-Link-TD-W8970-Wireless-Co...

Broadband Settings
This page provides advanced settings to connect your EE Broadband service

Broadband Type ADSL
Broadband Username:
Broadband Password:

Protocol: PPPoA
VPI/VCI: 0 / 38
Encapsulation: VC MUX
Internet IP Address: Dynamic
IP Address: 0.0.0.0
Subnet Mask: 0.0.0.0
DNS IP Address: Manual
Primary DNS: 193.36.79.101
Secondary DNS: 193.36.79.100
Connection Type: Always Connected
Idle Time: 0 (minutes)
Authentication Protocol: CHAP
MTU (576~1500): 1500

EE broadband WBC 20 Mbps unlimited. Sync 15282 kbps Downstream, 1276 kbps Upstream. thinkbroadband/SpeedTest
Bright Box ADSL2+ wireless N Router supplied by EE/Orange
BT Business Hub 2Wire 2700HGV v2 ADSL2+ Dual SSID wireless Router

Edited by E7er (Fri 31-Oct-14 12:47:48)

Standard User DC34
(newbie) Tue 04-Nov-14 17:26:43
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Re: Help - Migration


[re: E7er] [link to this post]
 
Router has arrived its a Brightbox 1 and i have an ADSL Service

They have now said they will have to send out a Brightbox 2 and it will take a further 3 to 5 days

On and on it goes

Groan

DC
Standard User Stevenage_Neil
(committed) Tue 04-Nov-14 18:16:41
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Re: Help - Migration


[re: DC34] [link to this post]
 
In reply to a post by DC34:
Router has arrived its a Brightbox 1 and i have an ADSL Service

They have now said they will have to send out a Brightbox 2 and it will take a further 3 to 5 days

On and on it goes

Groan

DC



No further comment.
Administrator MrSaffron
(staff) Tue 04-Nov-14 21:17:06
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Re: Help - Migration


[re: DC34] [link to this post]
 
And if you have an ADSL service what is wrong with a Brightbox 1 if it works is that not worth trying ?

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User DC34
(newbie) Wed 05-Nov-14 14:40:49
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Re: Help - Migration


[re: MrSaffron] [link to this post]
 
I did try it?

And it works

Problem is i was supposed to be on Fibre 3 months ago not ADSL2+

New Brightbox 2 appartently arriving today
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