topic Re: waiting for the 3rd Openreach engineer in Broadband & Landline

waiting for the 3rd Openreach engineer

WhyAreEEUseless — Mon, 10 Nov 2025 12:18:54 GMT

Just signed up. Found a username after trying FedUpWithEE, and similar already taken.

Went to EE from BT in January 2025. About 1 month of messing around to get the EE systems to work and then from mid-September 2025 to now speed varies throughout the day from low single figures to the guaranteed speed. Attendances by 3 guides and just waiting for the 3rd Openreach engineer. Many telephone calls.Everyone seems to accept there is a fault (despite closing the fault off several times so the 30 day cancellation period is not actually reached) but they can't work out why or what it is. I get a better, more consistent speed if I unplug the line and use the hybrid in an area where the EE mobile signal is generally poor.

Some strange advice. When I was getting 6 mb stood right by the router it was suggested an extender would help. When I was down to mid-teens speed I was told to check that the wall box to router cable was still plugged in.

Worked when it was BT for several years without issue.

I suppose they are just too big to actually care.

[Mod edit: add title]

Re: waiting for the 3rd Openreach engineer

JimM11 — Fri, 24 Oct 2025 09:28:57 GMT

@WhyAreEEUseless Welcome to the Forum, have you tried HELP to 66033?

Re: waiting for the 3rd Openreach engineer

WhyAreEEUseless — Fri, 24 Oct 2025 09:30:59 GMT

Yes, many times.

Re: waiting for the 3rd Openreach engineer

Rach_H — Fri, 24 Oct 2025 17:18:49 GMT

Hi @WhyAreEEUseless,

Welcome to the Community!

I'm sorry to hear about the trouble you've been having with your broadband, and I can understand your frustration, especially if you've already spoken with the team about this.

I'd recommend raising a complaint, and our team will be able to look further into what is causing this, and what has already been done, in order to get this resolved.

Rach

Re: waiting for the 3rd Openreach engineer

WhyAreEEUseless — Sat, 25 Oct 2025 11:08:11 GMT

Thank you Rach.

I raised a complaint 16 October. The call handler in EE's Ireland office volunteered that the service was not good enough and I was due a refund. She said she had spoken to her manager, Lucy, who would be calling me that afternoon. Nothing!

If that's is how the complaint process works it's not worth the effort.

Meanwhile, engineer turned up yesterday, worked for about 3 hours, failed to fix the problem but EE closed the fault as repaired which means the 30 days to cancel starts running again.

Meanwhile my seriously ill partner, who has to spend much of her time in bed, cannot watch any of the multiplicity of subscription channels we pay for because the broadband can longer handle it and I cannot work so the single bread-winner in the house is not getting paid.

Can you really understand my frustration? I think probably not.

Re: waiting for the 3rd Openreach engineer

Christopher_G — Sat, 25 Oct 2025 14:41:42 GMT

Hi @WhyAreEEUseless

I understand. I've sent you a private message to try and get you some more help with this. Could you take a look at your community inbox and get back to me please?

Thanks

Chris

Re: waiting for the 3rd Openreach engineer

WhyAreEEUseless — Wed, 05 Nov 2025 08:02:52 GMT

Anyone know how to get BT to reinstate the service which they managed to get working just fine before their subsidiary EE took over? BT only seem to want to know when fibre to the property is involved.

Re: waiting for the 3rd Openreach engineer

JimM11 — Wed, 05 Nov 2025 09:20:36 GMT

@WhyAreEEUseless Text GUIDE to 66033 and have one off the EE CS call you back, then you can discuss it with them, history of what is going on they can look at!

Re: waiting for the 3rd Openreach engineer

WhyAreEEUseless — Wed, 05 Nov 2025 17:00:25 GMT

Thank you JimM11

I have sat around all day waiting for an engineer to turn up but these clowns have cancelled as they say they have repaired the fault. Apparently running at less than half the guaranteed speed is what they describe as repairing the fault.

What, please, is an EE CS?

Re: waiting for the 3rd Openreach engineer

WhyAreEEUseless — Wed, 05 Nov 2025 17:01:50 GMT

And because I keep posting comments and complaints about this lot I have now been awarded a badge. My life is complete!

Re: waiting for the 3rd Openreach engineer

WhyAreEEUseless — Wed, 05 Nov 2025 17:10:14 GMT

You couldn't make this up.

I sent a text as suggested above and I get a text back asking me if I want an equipment return label.

No, you fools, I want you to fix my broadband that I am paying a stupid amount of money for.

Re: waiting for the 3rd Openreach engineer

Leanne_T — Wed, 05 Nov 2025 17:11:43 GMT

Hi there @WhyAreEEUseless

Thanks for coming back to us.

@JimM11 has provided details for getting in touch with customer service this is what EE CS means.

Just to check, has our executive complaints team been in touch following the private message you sent @Christopher_G?

Leanne.

Re: waiting for the 3rd Openreach engineer

WhyAreEEUseless — Wed, 05 Nov 2025 17:33:22 GMT

No.

Re: waiting for the 3rd Openreach engineer

Leanne_T — Wed, 05 Nov 2025 17:37:47 GMT

Thanks @WhyAreEEUseless

I have contacted the team now to let them know and asked for a guide to get in touch with you.

Thanks.

Leanne.

Re: waiting for the 3rd Openreach engineer

JimM11 — Wed, 05 Nov 2025 19:54:48 GMT

@WhyAreEEUseless Have PM'd you so you know that it is working, the Envelope let's you see, open and respond to them!

Your a 3 Badger now, but not the furry type!

Re: waiting for the 3rd Openreach engineer

WhyAreEEUseless — Sat, 08 Nov 2025 10:46:52 GMT

Guess what, Leanne?

Correct! Not a peep out of anyone. Complete silence. Bills paid by direct debit so as long as the money is coming in EE could not care less.

Re: waiting for the 3rd Openreach engineer

WhyAreEEUseless — Sat, 08 Nov 2025 10:51:56 GMT

Sorry Jim, I know the PM system works as a messaging system what it doesn't do is get anyone at EE to fix my broadband connection. Throughout this thread there are people telling me they haver escalated this query and the matter has been escalated but nobody fixes anything, nobody gets in touch and I have now got a company I work for asking if I am able to continue remote working or do I need to go into the office 60 mile away several times a` week.

Re: waiting for the 3rd Openreach engineer

JimM11 — Sat, 08 Nov 2025 10:58:09 GMT

@WhyAreEEUseless As long as you are aware, EE may have opened up the PM to you they need that for doing anything account wise etc, getting anything done is another issue completely in the EE world, do the GUIDE to 66033 and have them call you back!

Re: waiting for the 3rd Openreach engineer

Peter_W — Sat, 08 Nov 2025 12:54:57 GMT

Good afternoon @WhyAreEEUseless.

I can see that Leanne chased this for you earlier this week, and I've done the same for you this afternoon and had acknowledgement immediately.

Please keep an eye out and you will definitely receive an update soon.

Peter

Re: waiting for the 3rd Openreach engineer

WhyAreEEUseless — Sun, 09 Nov 2025 21:13:04 GMT

Thank you for your time, Peter.

Interesting that you have to chase. I would have thought that if someone from your team registered an issue they would not have to chase. That chases have to be pursued internally speak volumes about the shoddiness of the customer service process.

Yes, Chris from the executive complaints department contacted me Saturday at 13.31, promised the Earth and what actually happened was the fault was closed off as though it was fixed.

Latest poor result attached. It clearly isn't fixed.

I bet you wish I would go elsewhere. Believe me, if I could, I would. Sky and Virgin don't cover my geographic area, BT won't let me reopen my account as I am with EE and I am stuck with poor service from a failing supplier.

I could write a book on social media if my internet connection lasted long enough for me to upload it.

Oh, and I received the latest bill. I suppose I am expected to pay that or the limited service I do receive will be cut off.

2 months now. 2 months of poor customer service, inadequate engineering and failure after failure.

Peter, I am sure I am not alone as a dissatisfied EE customer. This must be soul-destroying work for you if you have to deal with this kind of thing day after day.