topic Re: Paying for broadband but no installation and contact on agreed date in Broadband & Landline

Paying for broadband but no installation and contact on agreed date

RP8989 — Wed, 02 Apr 2025 12:54:02 GMT

Few weeks ago we decided to move from virgin media to EE. We purchased the EE One package which consisted of 2 x iPhone 16 handsets and contracts, Netflix, Now TV and packages such as sports, movies etc. Also part of the package is fibre500 broadband. As you can imagine costing a fair £££ per month.

An installation date of 1st April was booked for an engineer to come out and install the internet wires outside the house. This is where the problems started.
The engineer was asked to run the wires in the same route the virgin media installer took along the bottom of the wall ( when requested Virgin media engineer was more than happy to do it). However the EE engineer was insisting on an “easier” install and run wires above my front window and door and was basically looking at taking shortcuts from the get go. He was very dismissive and irate from the moment he turned up. When requested if he can run the wires the same route the virgin engineer took, his behaviour and tone of voice was comparable to l someone in the pub who had just had their pint spilt by someone. Hearing the aggression/argumentative nature in his tone of voice he was kindly asked to leave. leaving us with no installation.

There has been NO contact from EE in regards to my internet. I rang EE helpline where I was told someone will ring me back tomorrow between 9am and 11am to rearrange someone else to come out. 1.45pm now next day and still no calls from EE.
Currently I am paying for 2 internet services now. Paying for Virgin media which I’m using to work from home. Paying a lot more for EE broadband and have no internet from them.

What do I do?

It’s been a very disappointing start to being a EE customer and I would not suggest EE to anyone as customer service already has been extremely poor by false promises of call backs.
Can someone please assist. EE is charging me for a service which they have not yet provided.

Re: Paying for broadband but no installation and contact on agreed date

Peter_W — Wed, 02 Apr 2025 15:23:44 GMT

Good afternoon @RP8989.

Welcome to the EE Community!

Installation of your connection is handled by Openreach rather than EE directly, but I'm concerned to hear that this hasn't been the best of experiences for you.

When it comes to his conduct, we would recommend raising this with them directly, and you can find more information about this here:

Complaints policy | Openreach

It's disappointing to hear that you've not received a call back for rebooking this, though.

Just to be sure, have you had any further texts or emails in regards to the appointment?
Peter

Re: Paying for broadband but no installation and contact on agreed date

RP8989 — Wed, 02 Apr 2025 18:10:38 GMT

Hi Peter, it’s end of the next day now and had no calls, texts or emails.

Being asked to file a complaint to openreach is disappointing as my contract is with EE, payments to EE and I would have presumed they handled all the customer service side of things for the customer.

I would like to think EE would ensure my broadband has been installed and is up and running. No follow up from anyone. The wild goose chase has begun it seems. I’m dreading the duration of the contract.

Re: Paying for broadband but no installation and contact on agreed date

Christopher_G — Thu, 03 Apr 2025 09:01:11 GMT

Hi @RP8989

I'm sorry to hear that you haven't received that call. I recommend either giving us a call to check up on what is happening and ask them to open a complaint or raise a complaint through this webform.

That way a complaint will be logged against your account and handled accordingly.

I hope it's all sorted for you soon. Please keep us posted on what happens.

Chris