topic Re: New fibre contract price changes in Archived Posts

New fibre contract price changes

Rjf8075 — Thu, 14 Oct 2021 17:55:57 GMT

Hi,

I’ve recently signed up to Full Fibre 300 for £42 a month. It is being installed tomorrow. I see that the prices have changed. The Fibre 500 is now £38. Would it be possible to switch to the cheaper price rather than cancelling and then reordering ?

cheers,

Rob.

Re: New fibre contract price changes

Chris_B — Thu, 14 Oct 2021 19:08:22 GMT

@Rjf8075 Probably not as you agreed to the tariff. You’ll need to call customer service to see if this is even possible and I wouldn’t be surprised if you need to cancel and then reorder what you want.

Re: New fibre contract price changes

Rjf8075 — Fri, 15 Oct 2021 09:34:38 GMT

Thanks Chris.

I’ll wait until it’s all up and running today and then give them a ring.

Rob.

Re: New fibre contract price changes

Rjf8075 — Fri, 15 Oct 2021 21:25:01 GMT

Open reach installer came today. He drilled a hole straight through the gas mains. These things happen I guess. Router is now turning yellow to aqua to yellow to aqua. Clicking on and off each time. Max network uptime has been about 30 minutes.

When connected down speed is 300 but the upload is 1mb/s. 😔

Rob.

Re: New fibre contract price changes

Jon_K — Sat, 16 Oct 2021 07:45:09 GMT

Hi @Rjf8075.

I'm sorry to hear this I hope everything is alright.

Have you tried restarting the router?

Have you spoken to our Broadband Care team?

Jon

Re: New fibre contract price changes

Rjf8075 — Sat, 16 Oct 2021 11:58:49 GMT

Hi. Thanks for your message.

yes I’ve contacted the broadband team and an engineer is coming out on Monday.

Rob..

Re: New fibre contract price changes

Jon_K — Sat, 16 Oct 2021 12:29:23 GMT

Thanks for letting us know, @Rjf8075.

Hopefully you'll get this sorted on Monday 🙂

Jon

Re: New fibre contract price changes

Rjf8075 — Sat, 23 Oct 2021 16:36:43 GMT

Just a quick update…

Monday - Openreach engineer re spliced and tested the fibre. Checked the connection at the other end. Replaced the ONT. rebuilt Nokia server software. Still no joy.

Tuesday - another openreach engineer attended. Tested fibre again. Rebuilt Nokia software again. Still no joy.

Wednesday - Cube engineer attended. Ethernet cable replaced. Router replaced. Still no joy. Plasterer attended to fill the large hole in the wall made by the gas engineer.

Thursday - Broadband care team have now escalated the issue to BT Customer Services team (?).

Friday / Saturday. Not heard anything further. It’s actually quiet nice to have a break 🙂

Forgot to mention. On Monday I telephoned EE about the being charged more for Fibre300 compared to Fibre500 and the new prices. They moved me no problem over to Fibre500 for £4.50 a month less. At least when it does eventually work it will be faster and cheaper. 😭

Re: New fibre contract price changes

Rjf8075 — Sun, 31 Oct 2021 21:31:47 GMT

Another update…

after two openreach engineers and a cube engineer visit, the call was escalated to BT Cat team. Not sure what CAT stands for. The initial fault was recorded as a non connection fault. BT ran a test. Confirmed there was a connection and closed off the fault!

EE broadband team then had to raise another fault. This time an intermittent fault. BT wouldn’t investigate it. As it’s a new fault, EE had to send another openreach engineer. EE also had to send out a new router even though the cube guy installed a new one. My TP Link router had the same problem. Also connecting my computer directly into the ONT, I still had the same behaviour. So another engineer visit and a fifth router still not working. BT has agreed again to take on the fault.

hopefully I’ll hear something tomorrow.

Re: New fibre contract price changes

Jon_K — Mon, 01 Nov 2021 08:12:33 GMT

Thanks for the update again, @Rjf8075.

Fingers crossed you get some good news tomorrow!

Jon

Re: New fibre contract price changes

Rjf8075 — Thu, 04 Nov 2021 11:52:27 GMT

Fingers crossed that anyone will actually turn up!

it’s now 4th November. (Thursday). Three weeks tomorrow since the fibre was installed. I received a call from the BT CAT team on Monday confirming that there was indeed an openreach issue. “The light isn’t what it should be. “. He booked a openreach visit for Wednesday morning for them to carry out a full line to line check. I waited in all day AND NO ONE BOTHERED TO TURN UP AND NO CALL TO LET ME KNOW THEY WERENT BOTHERING TO TURN UP.

I’m expecting a call from the BT CAT team today and fingers crossed they at least call. 😀

Re: New fibre contract price changes

mikeliuk — Thu, 04 Nov 2021 22:19:20 GMT

Hi @Rjf8075 ,

Where this is applicable, you may wish to enquire about Automatic Compensation.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know

Re: New fibre contract price changes

Rjf8075 — Fri, 12 Nov 2021 21:35:24 GMT

Thanks @mikeliuk . Very interesting read. I wasn’t aware of the automatic compensation scheme. I telephoned today to enquire about it and they mentioned the automatic compensation before I did. My BB was fixed (finally!) yesterday and EE have confirmed I will be compensated for the lack of service for the whole time (nearly a month).

Last update: I had another BT Openreach visit yesterday. Engineer no. 6. He identified the issue and fixed it straight away. Something to do with the fibre hadn’t been correctly terminated. Now I’m getting around 480mbps / 72mbps speeds, low latency and it doesn’t drop out every five minutes 😁😁😁😁😁.

Re: New fibre contract price changes

Rjf8075 — Sat, 13 Nov 2021 18:17:02 GMT

24 hours later, it’s stopped working..

I just want to give up and cancel now. This is just crazy

😭😭😭😭😭😭😭

Re: New fibre contract price changes

James_B — Sun, 14 Nov 2021 12:56:52 GMT

Hi @Rjf8075,

I'm sorry to hear that your Broadband isn't working. Please get in touch with Customer Care so our broadband team can help.

James

Re: New fibre contract price changes

XRaySpeX — Sun, 14 Nov 2021 16:31:18 GMT

What lights are showing on the router?

What does it say after you log into the router:

For a BrightBox: in the Internet section on the initial Status page or
For a Smart Hub: on the Advanced Settings / Broadband / Internet page?

Obscure your names & any numbers in the BB Username but post the 1st 2 parts of the IP addy. This will tell us at which stage EE have got to.

Is this for ADSL BB or Fibre? Which router, BrightBox 1 or 2 or Smart Hub?

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

Re: New fibre contract price changes

Rjf8075 — Sun, 14 Nov 2021 17:38:57 GMT

Hi @XRaySpeX I’ve got full fibre 500mb. BT have identified a problem with the light levels on the fibre. They did fix it on Thursday by resplicing the fibre. For some strange reason the error is back again 24 hours later.

Re: New fibre contract price changes

Rjf8075 — Tue, 23 Nov 2021 20:45:22 GMT

I had another BT Openreach engineer attend yesterday. I think that’s no. 7. I’m not sure 🤔🤪. Anyway, he managed to fix the line again. They “rebuilt my profile”. Something to do with the system that sets the speed of my connection. This is what they did last week to fix it however it only lasted 24 hours. Fingers crossed this fix with be more permanent. The line is now running at 460/52. 👍