topic Re: Installation Tomorrow - But equipment only dispatched today. in Broadband & Landline

Installation Tomorrow - But equipment only dispatched today.

Panda3582 — Thu, 25 Sep 2025 16:53:00 GMT

My parents are due to have EE installed tomorrow afternoon. They have finally shifted away from Virgin Media after being a customer for more than 30 years (NTL previously), when they found out that they were being charged a ridiculous £119 for basic TV and broadband, but I digress.

They are getting x2 mini TV boxes and 74Mb broadband, which is more than enough for them. They are OAPs. We've had plenty of updates about the install going ahead tomorrow, which is great hoever, I've only just found out this afternoon that the equipment has only just been dispatched by Royal Mail 48 hour delivery, so there's no way it's going to get there on time for the installation tomorrow.

What happens in this situation? Will they still go ahead and disconnect the Virgin service and leave them with nothing? I cannot fathom why it took so long for the equipment to be dispatched and I don't want my parents being left with no service at all, especially considering we are heading into the weekend!

Appreciate any help. Thank you!

Re: Installation Tomorrow - But equipment only dispatched today.

JimM11 — Thu, 25 Sep 2025 17:30:42 GMT

@Panda3582 The RM Dispatch is trackable, so jump on and see where it currently is! But yes the install will go ahead as planned, and it is not for the Engineer to sort everything out, they will test one device make sure the Fibre and Broadband is working, then it is all over to your parents to sort it all out!

Re: Installation Tomorrow - But equipment only dispatched today.

Panda3582 — Thu, 25 Sep 2025 17:45:17 GMT

There's not a single update on the tracking. No chance it will be there tomorrow. I never suggested the engineer would sort everything out. I'm well aware of the responsibilities. My question is, what happens in the event the equipment doesn't arrive on time (which it won't)? Do they still go ahead and disconnect the Virgin service?

Re: Installation Tomorrow - But equipment only dispatched today.

JimM11 — Thu, 25 Sep 2025 17:49:56 GMT

@Panda3582 The OR Engineer if happy that it is working his side will mark the job complete, EE at that point will say OK job done, so unless you can delay it your end, but the 48hr may just be 24hr you never know! Has the hub left EE yet and in the hands off RM for any kind off tracking.

Re: Installation Tomorrow - But equipment only dispatched today.

Panda3582 — Thu, 25 Sep 2025 18:13:12 GMT

The tracking just says "We are expecting your parcel". That's it. As I mentioned, it is 48hr delivery service. Not 24. The expected delivery date was also today so I still. Can't work out why the only sent it today.

Sorry but it most certainly is not job done from an EE perspective. They have failed to deliver the equipment on time, so what do you mean by job done?

Re: Installation Tomorrow - But equipment only dispatched today.

Verk — Thu, 25 Sep 2025 18:17:34 GMT

It might still come tommorow, My Smart Hub Pro and Smart Wifi Pro were sent 48 hour and I got the dispatch text and email Friday and they came on a Saturday

Re: Installation Tomorrow - But equipment only dispatched today.

XRaySpeX — Thu, 25 Sep 2025 18:22:28 GMT

Ask VM if they can hold off discon'ing the BB for a coupla days.

Re: Installation Tomorrow - But equipment only dispatched today.

Panda3582 — Fri, 26 Sep 2025 11:08:04 GMT

The engineer has been and gone. His part is done. Still no update on the tracking and now the Virgin Media has been disconnected! So they have nothing, and that's likely to be the case for the whole weekend. That's extremely poor from EE. Not sure what to suggest next.

Re: Installation Tomorrow - But equipment only dispatched today.

XRaySpeX — Fri, 26 Sep 2025 11:20:49 GMT

Yes, that's tough! You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: Installation Tomorrow - But equipment only dispatched today.

Verk — Fri, 26 Sep 2025 11:32:11 GMT

It may come tommorow, if it does if you post on the forums im sure someone can guide you through the set up of everything

Though I agree EE should do more to ensure the kit arrives on time

Re: Installation Tomorrow - But equipment only dispatched today.

Panda3582 — Sat, 27 Sep 2025 10:04:35 GMT

Thank you. The tracking has info updated and it says delivery will be on Tuesday. I will make a complaint to EE. I did try to call them but it seems impossible to get through to anyone with install/equipment related issues. If someone can tell me which number or option that is, please enlighten me. Thank you!

Re: Installation Tomorrow - But equipment only dispatched today.

XRaySpeX — Sat, 27 Sep 2025 12:34:09 GMT

Try calling CS on the Freephone no. (Opt 1) in my sig.