topic Re: 74 Days since placingmy order and still No Broadband or Landline. in Broadband & Landline

74 Days since placingmy order and still No Broadband or Landline.

SueinTruro — Mon, 12 Jan 2026 14:28:58 GMT

74 days since I signed up (and paid) for Fibre Broadband and Digital voice landline on the 30th of October 2025(VOL013-************)

I signed up through the BT online chat portal - (I am in my 80s and I am hard of hearing - so I wanted a BT account with the online chat option)

What I was sold was an EE account - Fibre Broadband and digital voice. (No Online Chat option)

It is now the 11th of January 2026. (74 days since placing the order)

No Connection. No Broadband. No Landline.

Activation date was supposed to be the 18th of November 2025

I have contacted EE many, many times. I still have No Connection at all......74 Days and counting.

I am told it will be escalated to level 2 (Next time).....every time it will be escalated next time.

But it hasn’t been escalated yet.

Every day when I check it says

"engineer visit - outside your property" But it says this every day - all that changes is the date on the website.

I believe it is Open Reach are supposed to be sorting it out but its now at 74 days and all I have received is a router in a box.

Can anyone help get this resolved?

There is no online chat, and the chat on the app is useless as they are unable to contact the engineers.

EE - Can you please help get this sorted out?

[Mod edit - personal details removed, please don't share these in public view]

Re: 74 Days since placingmy order and still No Broadband or Landline.

XRaySpeX — Mon, 12 Jan 2026 14:23:38 GMT

This user discussion forum can have no access to your specific account. You need to raise this with CS.

You'll be eligible for Automatic compensation for broadband or landline issues for up to 60 days.

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: 74 Days since placingmy order and still No Broadband or Landline.

SueinTruro — Mon, 12 Jan 2026 19:22:30 GMT

Thanks XRaySpeX

I've been in touch with Customer Service, many many times since the 30th of October 2025.

The call back links which they send are great, and the CS team are very polite.

But they seem unable to get anything moving and cannot get this escalated to 'level 2'

Still no connection or any idea when that might occur. (I spoke with them today and will do again on Wednesday)

I think its Open Reach who are causing the delay. But 74 Days seems like a long time.

Re: 74 Days since placingmy order and still No Broadband or Landline.

XRaySpeX — Mon, 12 Jan 2026 23:48:48 GMT

What does BT Wholesale Broadband Availability Checker estimate for your landline number? Post the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

Re: 74 Days since placingmy order and still No Broadband or Landline.

SueinTruro — Tue, 13 Jan 2026 10:24:17 GMT

Telephone Number *********** on Exchange TRURO is served by Cabinet 59

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessWBC FTTP

Upto 1000

Upto 220

Available

KCI2 Assure

Observed Speeds ADSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

10.65

1.25

2021-05-16

Other Offerings Availability DateVDSL Multicast

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

01-01-2026

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Re: 74 Days since placingmy order and still No Broadband or Landline.

XRaySpeX — Tue, 13 Jan 2026 10:55:22 GMT

Thanks. There seems no reason not to supply you with FTTP. There are no anticipated issues & you would be feed overhead from the nearby telephone pole, just like your old ADSL connection.

Re: 74 Days since placingmy order and still No Broadband or Landline.

SueinTruro — Tue, 13 Jan 2026 13:35:03 GMT

Thanks for that XRaySpeX.

I keep contacting EE but its not getting sorted.

75 days and counting

56 days since 'service activation date' and counting.

Any ideas? what should I do next?

Re: 74 Days since placingmy order and still No Broadband or Landline.

XRaySpeX — Tue, 13 Jan 2026 13:45:26 GMT

Only the complaint form I suggested earlier.;

Re: 74 Days since placingmy order and still No Broadband or Landline.

Christopher_G — Tue, 13 Jan 2026 16:11:37 GMT

Hi @SueinTruro

Welcome to the community.

I've sent you a private message to get some more information from you. Could you take a look at your community inbox and get back to me please?

Thanks

Chris

Re: 74 Days since placingmy order and still No Broadband or Landline.

SueinTruro — Wed, 14 Jan 2026 13:51:10 GMT

Hi Chris

I have replied to your message.

Thanks

Re: 74 Days since placingmy order and still No Broadband or Landline.

Christopher_G — Wed, 14 Jan 2026 14:44:01 GMT

I replied to you through private messages earlier, @SueinTruro

Did you get it? You can find it in your community inbox.

Chris

Re: 74 Days since placingmy order and still No Broadband or Landline.

SueinTruro — Thu, 12 Feb 2026 14:23:47 GMT

An Update

It is now the 12th of February 2026 which is 105 days since placing the order in 2025

86 days have now elapsed since the due activation date. (18th of November 2025)

I now have a someone from executive complaints who is lovely and contacts me on a Monday or Thursday to tell me they will contact me on the following Monday or Thursday.

Its Open Reach who are ultimately responsible.

But no signs of anything actually happening. Its all been escalated........but in reality, it just feels like a merry-go-round.

Re: 74 Days since placingmy order and still No Broadband or Landline.

Peter_W — Thu, 12 Feb 2026 15:36:34 GMT

Thanks for taking the time to update us here, @SueinTruro.

I'm glad to hear that our complaints team are keeping you in the loop with what's happening, but appreciate it must be so tough if it seems things are still being delayed at the point of installation.

I'm confident we'll be doing all we can to get this resolved for you, but please keep us posted on how things progress.

Peter

Re: 74 Days since placingmy order and still No Broadband or Landline.

SueinTruro — Wed, 18 Feb 2026 14:48:13 GMT

111 days and counting

Hi Peter or anyone who can help

So far....the Chief Engineer at Open Reach cant plan when this work might happen.

No one is explaining WHY this is taking so long.

I would just like to know when, or IF I will ever get this resolved.

If I had known that it was going to take 100 days plus,(111 days and counting) I might have invested in some carrier pigeons or semaphore flags instead.

I would like a time frame, and some explanation as to why this is not getting done.

Re: 74 Days since placingmy order and still No Broadband or Landline.

Peter_W — Wed, 18 Feb 2026 15:53:24 GMT

Good afternoon, @SueinTruro.

I'm disappointed to hear you've still not had an update on this one.

If Openreach are being prevented from completing this work, then it's not something we would be able to influence from our end.

This would be delayed regardless of which provider you had chosen.

Are you continuing to maintain contact with our Executive team like you advised earlier?

They should be able to keep you in the loop and advise of any available options.

Peter

Re: 74 Days since placingmy order and still No Broadband or Landline.

JimM11 — Wed, 18 Feb 2026 16:09:40 GMT

@SueinTruro Have a look at your BTW and see if you are still sitting on the ""KCI2 Assure"" status""!

Re: 74 Days since placingmy order and still No Broadband or Landline.

SueinTruro — Wed, 18 Feb 2026 17:57:12 GMT

@Peter_W Yes, I'm still in touch with the executive complaints team who are lovely.

They contact me on a Monday or Thursday to tell me they will contact me on the following Monday or Thursday.

Most recently, to let me know that the 'chief' engineer cant make a plan or the patching manager hasn’t got back to them and they will be back in touch on Monday or Thursday.........

@JimM11 I have just checked BTW and it still says "KCI2 Assure"

I just dont know what is actually happening. When it might happen, or what is able to be done?

111 days seems like an excessive amount of time. I sit here patiently.... how long should it take? What do you think?

Re: 74 Days since placingmy order and still No Broadband or Landline.

JimM11 — Wed, 18 Feb 2026 18:16:07 GMT

@SueinTruro Home's across from me 1st was 1 day short off a year, think that was to stop going on/over the year from order!

OR completed as far as they were concerned late July 2024, released to ISP's EE came online 1st Sept, i ordered 2nd Sept installed mid Oct time after a extra 21 day delay, others long time later and still ongoing month by month one was only two weeks ago so all piecemeal at present, order wait and see what transpires seems to be the way! Planning all done in India so one OR Engineer said, just got to keep an eye on them they don't mess up my connection!

Re: 74 Days since placingmy order and still No Broadband or Landline.

SueinTruro — Wed, 18 Feb 2026 18:35:06 GMT

@JimM11 Thanks Jim, Looks like it could be a much longer wait then!

It would just be nice to know what is going to happen and when.

Being kept in the dark, really doesn’t help the situation.

I will update when something happens.....or not.

Re: 74 Days since placingmy order and still No Broadband or Landline.

JimM11 — Wed, 18 Feb 2026 19:13:17 GMT

@SueinTruro The OH pole feed for you, is there ANYONE else live on it at all, or is a cable all coiled up at the pole waiting to be done? See picture linked, RHS is Virgin two homes connected, LHS is open reach 3 homes connected, and centre is the copper! Link will take you to the picture just got to go find! Had to attach the pictures so you will need to wait until cleared.

Pole top connection FF and copperFF and Copper, LHS is the Fibre RHS is the old copper now redundant.Connection up in dormer roof space, NOTHING outside, i took care of the Ethernet to the EE Router at the time!