topic Re: Disconnected broadband in Broadband & Landline

Disconnected broadband

Jonnygalbraith — Mon, 02 Dec 2024 15:42:15 GMT

I’ve been without broadband since Tuesday 26th. Raised to EE Wednesday and have been told nothing since. Confirmed my account is active and should have service. Spoken daily with the fault team only to be told it’s with openreach and they are just waiting on them fixing. Very frustrating as I am not kept informed at all if there is any progress or any target date for a fix. Has anyone had similar happen and/or got any advice on how to resolve? It has a big impact on me as my wife and I both work from home and mobile tethering is temperamental.

Re: Disconnected broadband

Mustrum — Mon, 02 Dec 2024 16:57:21 GMT

@Jonnygalbraith not sure what you mean about not being informed if you are speaking to customer services daily.

Normal fix times would be 72 hours, not including the weekend, so you should be getting some information today or in the morning.

Re: Disconnected broadband

Jonnygalbraith — Mon, 02 Dec 2024 17:24:10 GMT

By not being kept informed I am meaning no-one is reaching out to me with any updates. I am having to call daily, and each time there is no info at all as to what is happening or when it may be fixed. I have not called since Saturday morning and haven’t had an email, message or call despite now all Openreach SLAs that I was told about having been missed.

Re: Disconnected broadband

Christopher_G — Mon, 02 Dec 2024 18:27:37 GMT

Hi @Jonnygalbraith

Welcome to the community.

I'm sorry to hear that you've been having a problem with your broadband. I understand your frustration and eagerness to get this sorted.

It sounds from your description that it's being looked into by our technical team, who will be in contact with you when there's an update.

I hope it's sorted soon for you. Please keep us updated with what happens.

Chris

Re: Disconnected broadband

Naaberz — Tue, 03 Dec 2024 06:52:43 GMT

I've been without broadband since the exact same date, can I ask where you live roughly?

Re: Disconnected broadband

Jonnygalbraith — Tue, 03 Dec 2024 07:21:54 GMT

Bangor, NI

Re: Disconnected broadband

Leanne_T — Tue, 03 Dec 2024 17:08:54 GMT

Hi @Jonnygalbraith

Hopefully your broadband connection is fixed soon. Please keep us updated with how you get on.

Thanks.

Leanne.

Re: Disconnected broadband

L8Again — Wed, 04 Dec 2024 13:43:09 GMT

This may or may not be related to your particular issue. I am not with EE but I lost my FTTP connection for a week. My ISP reported that it was an issue within BT Wholesale (BTW) that occurred after BTW made some changes to its One Touch Switching software: this change apparently put a cease on some lines resulting in a CHAP authentication failure. The frustrating thing is that BTW is non-customer facing and an ISP can only report back on what it is told by BTW. To add to my annoyance, BTW declared that the issue had been fixed late on a Friday afternoon but I had to wait until 8.30am on the following Monday for my line to be reconnected. I was told by OFCom that BTW is unregulated: it is just a wholesale supplier.

Re: Disconnected broadband

Jonnygalbraith — Wed, 04 Dec 2024 18:22:39 GMT

Does anyone know if there is any way to request an update on the fault without phoning in? I haven’t had any update since Saturday morning. I’m away from home at the moment but no contact at all to let me know what is going on is pretty disappointing service

Re: Disconnected broadband

XRaySpeX — Wed, 04 Dec 2024 19:22:38 GMT

Only by calling CS.

Re: Disconnected broadband

Jonnygalbraith — Tue, 10 Dec 2024 20:30:41 GMT

Still no updates. Amazing that EE don’t feel it necessary to call to give an update on what is happening. I have been promised calls several times that have never happened. Still completely in limbo with no way forward being explained to me at all.

Re: Disconnected broadband

Peter_W — Wed, 11 Dec 2024 09:34:29 GMT

@Jonnygalbraith I'm disappointed to hear that you're feeling out of the loop with this one, especially if our team have advised they would be calling you back.

Did they give a specific time for this, or was it more a case of when there was an update?

Peter

Re: Disconnected broadband

Jonnygalbraith — Tue, 17 Dec 2024 12:52:14 GMT

I was given a timeframe but no call. That was last Monday the 9th. EE failed to contact me at all since, and I have managed to successfully switch to virgin media to finally get back online. As this was booked with a one touch switch I assume my contract with EE will now properly end.

I have a complaint open with EE via the web form since 5th Dec. Yet to receive any reply. I would appreciate if anyone on the forum can help me to get some direct contact with EE rather than me wasting time on the phone which has been frustrating over the last month. All I would like to do is confirm my account is closed and understand compensation/end of contract finalisation.

Re: Disconnected broadband

garybs29 — Tue, 17 Dec 2024 13:00:29 GMT

TBH I'll thin you'll be in for a shock if you had a contract left aas you'll have termination fees as you never gave the agreed time to fix an issue (30 days as far as I'm aware)

Re: Disconnected broadband

Jonnygalbraith — Tue, 17 Dec 2024 13:13:30 GMT

Wouldn’t surprise me that they want to charge for services not rendered. I don’t see how anyone could see the effort put into restoring my service as sufficient. Not once in over 3 weeks did EE contact me to give me an update. Happy to take up with ombudsman.

Re: Disconnected broadband

Peter_W — Tue, 17 Dec 2024 18:23:50 GMT

Hi again @Jonnygalbraith, I'd definitely recommend giving our team another call, and they'll be able to check the complaint on your account and confirm if your webform has been picked up.

Peter