topic Re: Full Fibre Order - congested duct EE and OR frustration in Broadband & Landline

Full Fibre Order - congested duct EE and OR frustration

Kingrdf — Sun, 10 Aug 2025 12:09:36 GMT

Hello everyone,

I signed up to this community as you are my final hope. We ordered full fibre moved to this property that previously only had a max 76mb connection or something which from the looks here, came out of a standard phone box sign a sky splitter (In 2025?!)

morrisons communications (I can’t remember the correct name) arrived last Thursday and he installed the box inside and outside at the house, drilled hole put cable through. All good. But he said he can’t pull the cable from the street level because the duct is congested. He said he rather does everything he can and logs it as a half complete job than incomplete job. He said civils team needs to come.
i then get a openreach text saying sorry for missing the appointment and please reschedule. No word from EE

I then scheduled the next available OR appointment just to make sure to have one. I then call EE who opened a complaint with EE that is then closed via email in the night. I called again yesterday and EE man on phone tells me OR needs to apply for a permit but he can’t tell me what permit due to GDPR??? He then offers to post a 4G router. I asked why not a 5g router. He then became snappy.
OR is giving EE an update on 15th August apparently and EE tells me I should call EE to ask for an update then. Why doesn’t EE call me, I am the customer?!

does anyone have experience with this. The engineer on Thursday said it doesn’t look like digging on the pavement is needed. He mentioned high pressure water or something. He also said that once this is done. The final job is 20min for the next engineer to lead the cable to house and connect it to the box on the bottom of the house?

thank you and I hope you guys can help me.

Re: Full Fibre Order - congested duct EE and OR frustration

Northerner — Sun, 10 Aug 2025 12:44:54 GMT

Hi @Kingrdf

This is a common issue, try searching Google. For example:

https://youtu.be/ryAh3FBUpS4?si=g_oXD7-8Ri_D7shq

The permit is likely to dig up the pavement. They have to be careful if other cables are also present as if they are damaged that causes additional problems.

Thanks

Re: Full Fibre Order - congested duct EE and OR frustration

Kingrdf — Sun, 10 Aug 2025 12:49:31 GMT

Yes saw that video thank you. How common is this and how come ducts are not checked while they install fibre on UG level?

the congestion is pavement I assume OR needs a permit from the local council?

how long is all of this? Is it worth waiting. I sense this will never be fixed.
why doesn’t EE offer a 5g router in the meantime?

Re: Full Fibre Order - congested duct EE and OR frustration

Northerner — Sun, 10 Aug 2025 13:08:47 GMT

@Kingrdf

Same argument for the drains which are never cleaned and result in floods. They just are not a priority.

Permits will need to be requested as workmen are on site, risk assessments, H&S....etc.

No idea how long this will take as you'll need to speak to EE and keep chasing them. Again on the router I assume it will be cost related.

Thanks

Re: Full Fibre Order - congested duct EE and OR frustration

Kingrdf — Sun, 10 Aug 2025 13:20:57 GMT

EE doesn’t do much. They can’t tell me anything except that OR will give update on 15th August. But EE won’t call me. I need to call them haha great service.

also fibre should be a priority drains too. Its infrastructure. Why do we pay taxes?

Re: Full Fibre Order - congested duct EE and OR frustration

XRaySpeX — Sun, 10 Aug 2025 17:47:12 GMT

Well, it's all in the hands of OR. EE can only report to you what OR says.

Re: Full Fibre Order - congested duct EE and OR frustration

Kingrdf — Sun, 10 Aug 2025 21:01:54 GMT

Nicely put. Blame shifting is a specialty in this country

Re: Full Fibre Order - congested duct EE and OR frustration

XRaySpeX — Sun, 10 Aug 2025 21:08:28 GMT

Pardonne, s'il vous plaît?

Re: Full Fibre Order - congested duct EE and OR frustration

Kingrdf — Fri, 15 Aug 2025 07:24:56 GMT

EE does not care about this issue at all. I was now on the phone with them probably 6 times since.

Re: Full Fibre Order - congested duct EE and OR frustration

JimM11 — Fri, 15 Aug 2025 07:38:28 GMT

@Kingrdf Until OR manage to get the duct unblocked and the Fibre run up the duct, that's it, will take as long as it takes and EE can lip service you every time you call!

Re: Full Fibre Order - congested duct EE and OR frustration

Kingrdf — Fri, 15 Aug 2025 07:42:28 GMT

Broken Britain. This country is an absolute disgrace when it comes to such issues. Oh wait I'm sure there is an ambudsman hahahaha

Re: Full Fibre Order - congested duct EE and OR frustration

JimM11 — Fri, 15 Aug 2025 08:36:20 GMT

@Kingrdf Remember to take a look at the EE complaints procedure's before hand, save you looping all over the place!

Re: Full Fibre Order - congested duct EE and OR frustration

Kingrdf — Fri, 15 Aug 2025 08:38:28 GMT

Yeah they are constantly opening and closing a complaint, I have no idea why

Re: Full Fibre Order - congested duct EE and OR frustration

Kingrdf — Sat, 16 Aug 2025 16:14:21 GMT

it will taker as long as it takes, thats the attitude why this country is broke. lazy attitude to life.

Re: Full Fibre Order - congested duct EE and OR frustration

JimM11 — Sat, 16 Aug 2025 16:53:42 GMT

@Kingrdf That's about it, resources are required to be planned, you may just be getting put back down to the bottom off the pile every time you get near the top!

Re: Full Fibre Order - congested duct EE and OR frustration

Kingrdf — Sat, 16 Aug 2025 17:06:06 GMT

I give EE until the next engineer visit (which I rescheduled). If they dont do more in regards with OR I will cancel the order and order from a smaller provider that does better customer care and pushes OR more on my behalf.

In the meantime I have to order a 5g router from Vodafone hahahahaha

Re: Full Fibre Order - congested duct EE and OR frustration

JimM11 — Sat, 16 Aug 2025 17:19:36 GMT

@Kingrdf Probably for the best!

Re: Full Fibre Order - congested duct EE and OR frustration

Kingrdf — Wed, 27 Aug 2025 11:48:55 GMT

Does anyone know if this number still works or did EE change it 0800 917 0093

Re: Full Fibre Order - congested duct EE and OR frustration

XRaySpeX — Wed, 27 Aug 2025 12:00:50 GMT

@Kingrdf : No, but you may call CS on the Freephone no. (opt 1) in my sig.

Re: Full Fibre Order - congested duct EE and OR frustration

JimM11 — Wed, 27 Aug 2025 12:02:39 GMT

@Kingrdf EE preferred method link!