topic Re: Appalling service in Broadband & Landline

Appalling service

Nic1958 — Wed, 26 Mar 2025 17:24:30 GMT

Transition to EE seemed so easy.
now ten days into process: parcels sent almost daily, never received instructions as EE had my email wrong.
Have received hubs, minihubs, phone bases, extenders etc and spent hours on phone/video calls trying to resolve.
Engineer coming tmrw but hope yet another parcel will arrive beforehand as I am really ‘annoyed’ by this. Regret the move but was told by EE to renew my deal.

Re: Appalling service

XRaySpeX — Wed, 26 Mar 2025 18:11:17 GMT

@Nic1958 : Why are you expecting another parcel? Haven't you received all your expected kit? What's missing?

With the eng coming tomorrow your BB should go live some time tomorrow. All you (or he) need do is connect router to the ONT modem he fixes on the wall (instructions in box).

Re: Appalling service

Nic1958 — Thu, 27 Mar 2025 09:17:55 GMT

Fixes to the wall? First I’ve heard of this.
Resent the ‘all you have to do’ angle.
And I am clearly not the only one experiencing problems. Engineer coming
today so watch this space.

Re: Appalling service

XRaySpeX — Thu, 27 Mar 2025 10:19:39 GMT

You never said which BB plan you've ordered so I assumed it was Full Fibre. Maybe you've got DSL which just connects to a standard BT phone socket.

Re: Appalling service

Nic1958 — Thu, 27 Mar 2025 10:29:40 GMT

Asked for survey when finished then got shunted out!

two weeks without my full EE service- daily messages/conversations, boxes still arriving and, oh yes, engineer booked days ago has cancelled!

and I’ve received my first bill as well as one from bt.
your answers are not solutions and you are speaking to an ex-ict lead.

EE broadband has been a disaster for me due to missing leads etc. no idea what you want to fix to a wall as instructions throughout either missing or incomprehensible- enough no more!

Re: Appalling service

XRaySpeX — Thu, 27 Mar 2025 10:35:06 GMT

No, my answers are questions to gather more info so that we may try to help you.

What is the name of the EE BB plan you ordered including its speed?

Re: Appalling service

Nic1958 — Thu, 27 Mar 2025 10:36:09 GMT

No help at all 👎🏽

Re: Appalling service

Peter_W — Thu, 27 Mar 2025 12:28:10 GMT

Hi @Nic1958.

Welcome to the Community!

We don't have access to your account via these public forums, so like @XRaySpeX mentioned we often need to ask you some questions in order to understand your issue and offer the best advice.

Was it today that the engineer cancelled, or did your installation with Openreach go ahead?

Peter