topic Re: Broadband fault in Broadband & Landline

Broadband fault

Charlie299 — Wed, 04 Jun 2025 11:05:13 GMT

Why can’t I talk to someone at EE anymore? I have been through their text system and they are sending an engineer on Friday, leaving me without internet for 2 days when I have work to do. We have their tv system too so can’t even watch tv. I tried calling and they just hang up on you and direct your back to the text system

Re: Broadband fault

Chris_B — Wed, 04 Jun 2025 11:23:33 GMT

@Charlie299 EE get request Open reach for an engineer to come to you, If open reach don’t have anyone available till then there is nothing EE can do.

Re: Broadband fault

Schockwave — Wed, 04 Jun 2025 11:48:17 GMT

@Charlie299 , if you have a TV, are you not able to watch it, plugged into an aerial, also, do you not have mobile data you can use?

If it is going to take some time before the engineer is able to come, you may be compensated and may be able to get extra data via mobile.

Re: Broadband fault

JimM11 — Wed, 04 Jun 2025 12:10:51 GMT

@Charlie299 You did the text, they checked the system decided what was the best action for it, organised and arranged for the dispatch of an Engineer to deal/correct what ever the issue is. Call from another unknown number if you wish to speak to a body, or hide the number when you dial, not sure you will get any different response though....

Re: Broadband fault

Charlie299 — Wed, 04 Jun 2025 12:11:57 GMT

We have never had an aerial at this address, but previous internet providers have always addressed faults quickly. We changed to EE for the television and broadband deal but regretting that now!

we have mobiles but using a hotspot is going to eat through our data fairly fast

Re: Broadband fault

Charlie299 — Wed, 04 Jun 2025 12:14:27 GMT

Confused by this response, it’s not the number I am calling from that’s the issue. They just don’t give you an option to talk to an actual person which is my preferred communication. I don’t think I’m unusual in that respect.

i feel that 2 days to even inspect the fault is long personally. And longer than I’ve experienced with other providers

Re: Broadband fault

JimM11 — Wed, 04 Jun 2025 12:20:36 GMT

@Charlie299 If you are confused, suggest you read what you posted in your very first post! If 2 day's is too long for you then you have options to do what you please!

No doubt the intelligent AI phone system that EE/BT are using is to blame!

Re: Broadband fault

Mustrum — Wed, 04 Jun 2025 13:44:00 GMT

@Charlie299 EE like all the other ISP's that use Openreach lines get the same lever of service, that is faults get looked at with 3 working days. Of course faults can be fixed quicker, but not all faults are the same.

For those that rely on their internet EE offer Smart Hybrid Connect or you could opt for your own 4/5G mobile solution.

Re: Broadband fault

Charlie299 — Wed, 04 Jun 2025 14:31:18 GMT

I don’t know why you seem so angry that I would just like to speak to somebody on the phone!

Re: Broadband fault

JimM11 — Wed, 04 Jun 2025 15:30:15 GMT

@Charlie299 There is no anger you are just not reading so here again the copy from above.

""Call from another unknown number if you wish to speak to a body, or hide the number when you dial, not sure you will get any different response though.... ""