topic Re: Unacceptable delays by EE to install ONT - Help/advice ? in Broadband & Landline

Unacceptable delays by EE to install ONT - Help/advice ?

MultiDoc — Mon, 20 Jan 2025 19:33:45 GMT

As a last resort I am posting this in case anyone can offer any help or advice.

I first placed the order for Full Fibre 1.6Gbps back in early December, the 13th to be exact. Was given that day a date for hardware (router etc) to arrive on the 6th of January and date of service to go live on 9th of January. I thought it's not ideal almost a month but not too bad.

I received the hardware in fact earlier than the 6th, a couple days or so earlier. 9th January came and past but nothing happened. In the end Openreach came, did a quick survey and a few days later came and did the digging from the walking path to the outside wall and install the optical fibre cable, this was done a couple of weeks ago. Was told that all was left was for the engineer to come and do the final step and install the ONT and the service to go live.

To my (unpleasant) surprise, later the same day (or the next, not sure) I received an SMS and the app also was updated that my order was expected to go live the 6th of February... A day or two later I received another "update" that the installation was "confirmed" for the 12th of March! And also an SMS thanking me for changing the appointment sucesfully.

I do appreciate this must have been a typical generic SMS, but the waiting for 2 months just for the ONT installation after all the outside work was done seemed a bit too much for no obvious reason. Especially when the outside work was in fact finished before the original projected date.

So i called EE and explained that everything was ready and waiting and the appointment I was given 2 months later can and should be expedited to as soon as possible. After several phone calls, telling me Openreac h won't be able to have an engineer available for the installation until another 4 days and I should call again later, which I did last Friday, only to be told again no expedited available appointments to be had. I was asked to call again to day which I promtly did again. Mind you all these phone calls have been at least half an hour each, with lots of waiting on hold for EE to speak to Openreach...
So earlier today, yet another phone call later, I was told again that the 13th of March is the earliest available...

Is this really the experience other members/customers have ? 3 months from ordering to getting the service ? And two months waiting for ONT installation after all outside work has finished ?

Is there any way I can do something about this to get the service sooner ? Any other way to contact etc ?

I'd appreciate any help.

P.S: The icing on the cake is that BT (current ISP) although it has been a pain over the years with slow speeds all rounbd, it has been rock solid but started having random drop outs and disconnect and ridicoulously slow speeds since the outside work was done. And I do work from home 2 days a week plus weekends too, which is currently at best problematic if at all possible at times.

Re: Unacceptable delays by EE to install ONT - Help/advice ?

JimM11 — Mon, 20 Jan 2025 19:55:57 GMT

@MultiDoc You are at the mercy of OR having an engineer available to complete the internal side, EE can only help and advise you to what/when/where but zero pull on getting anything done earlier. Not the news you want to hear.!

For me, 21 days, then 21 days, not as long as yours but gives the idea.

Re: Unacceptable delays by EE to install ONT - Help/advice ?

MultiDoc — Mon, 20 Jan 2025 20:38:29 GMT

Well that's a bumer. It's a bit mad to have to wait for 2 months when everything else is done...

Re: Unacceptable delays by EE to install ONT - Help/advice ?

JimM11 — Mon, 20 Jan 2025 20:51:40 GMT

@MultiDoc My experience, did you per chance have any OR text near or around the dates, the one's i got and there were many and many calls to EE text reply's to OR, they HAD to be replied to ie CONFIRM etc to carry on, which i did, then had to call EE what is going on, last one was few days before, your installation is going to be cancelled, all i got from EE was must be a computer glitch. When OR turned up, first thing the engineers said, was it's cancelled, but we know it's not had spoken to them maybe a couple of weeks earlier when neighbour was having install issue's they knew, resurrected the job and got it done.

All you can do is try to get a definitive answer from EE what is going on, best of luck with that.👍

Re: Unacceptable delays by EE to install ONT - Help/advice ?

MultiDoc — Mon, 20 Jan 2025 21:03:33 GMT

Yes had two such messages and to both i instantly replied CONFIRM. But the changes to the dates happened regardless, and the dates being pushed back was AFTER Oppenreach actually did the outside work. And that is when I started the calls, but as i said in the first post, nothing came out of it...

Re: Unacceptable delays by EE to install ONT - Help/advice ?

JimM11 — Mon, 20 Jan 2025 21:23:41 GMT

@MultiDoc Unless i am reading your first post wrong then either you got the dates wrong or something else. Anyway either EE CS to find out as before.

Re: Unacceptable delays by EE to install ONT - Help/advice ?

MultiDoc — Mon, 20 Jan 2025 21:40:05 GMT

I got these two messages that asked me to confirm, first was the day I placed the order and the second one was on the day they did the outside work (just double checked my phone for them)

Re: Unacceptable delays by EE to install ONT - Help/advice ?

JimM11 — Mon, 20 Jan 2025 21:44:45 GMT

@MultiDoc This is what you put. "9th January came and past but nothing happened. In the end Openreach came, did a quick survey and a few days later came and did the digging from the walking path to the outside wall and install the optical fibre cable, this was done a couple of weeks ago."

Re: Unacceptable delays by EE to install ONT - Help/advice ?

MultiDoc — Mon, 20 Jan 2025 21:51:26 GMT

Sorry for the confusion, what I meant is Openreach did the outside work before the 9th, and then I waited hoping that I'll get the engineer to come on the 9th to finalise things and get the service but it didn't happen.

Re: Unacceptable delays by EE to install ONT - Help/advice ?

JimM11 — Mon, 20 Jan 2025 21:58:52 GMT

@MultiDoc No problem it's always a possible pit when multi part job, left hand no idea right hand is done. Down to the dig team to say OR Install you are good to go, lift off, but sound's it's spiralling way out of control now. EE may be sitting there not a clue what's going on even though you have called many many times. Dig team done looks like that was the push to the 6th Feb...

Re: Unacceptable delays by EE to install ONT - Help/advice ?

MultiDoc — Mon, 20 Jan 2025 22:06:35 GMT

Which is somewhat understandable (the push to the 6th February I mean), but why on earth has it been pushed later further back to 13th of March ??

Re: Unacceptable delays by EE to install ONT - Help/advice ?

JimM11 — Mon, 20 Jan 2025 22:20:51 GMT

@MultiDoc That's the bad one, and only the info you supply which if you did not call is BS, or if your area has just gone Fibre mad and everyone and there granny is applying, not just EE get's many other customers to OR the network builder.

Re: Unacceptable delays by EE to install ONT - Help/advice ?

MultiDoc — Mon, 20 Jan 2025 22:25:11 GMT

Actually indeed my area got FTTP on the 13th December (got notified by email by Openreach) and instantly called in and placed the order. Not sure how many around me have also ordered, but the gentlemen that did the survey (before the dig) told me its 3 more houses close by they were doing the same day (close by I mean within 50 yards or so).

Re: Unacceptable delays by EE to install ONT - Help/advice ?

JimM11 — Mon, 20 Jan 2025 22:51:50 GMT

@MultiDoc Mine Jul, EE avail early Sept and ordered, was straight on it like you, installed 5th Nov. One hiccup 21 day extra because OR contractor and I could / would not agree to his absurd way he wanted to do the install.

Have you seen any of those get a OR van parked for the fibre, would be cheeky and go ask them, who/when/if its happening.

Re: Unacceptable delays by EE to install ONT - Help/advice ?

MultiDoc — Tue, 21 Jan 2025 01:07:51 GMT

I'll keep an eye and ask them if i see them in the village. I still think waiting 2 months for the ONT is absurd .... 😢

Re: Unacceptable delays by EE to install ONT - Help/advice ?

djp_pressure — Thu, 23 Jan 2025 16:38:41 GMT

Basically the same story. Its not the length of time its the false dates, wasted days off and still not knowing when. Documented here https://pole1.co.uk/ee/

Re: Unacceptable delays by EE to install ONT - Help/advice ?

MultiDoc — Thu, 23 Jan 2025 21:16:55 GMT

Well this is disheartening. Sounds exactly like my case really 😓

Re: Unacceptable delays by EE to install ONT - Help/advice ?

Rach_H — Fri, 24 Jan 2025 10:05:22 GMT

Hi @djp_pressure,

Welcome to the Community!

We want to get this resolved as swiftly as possible for you, so I'm sorry to hear that you've had this difficulty. Have you spoken with the team since you had your latest update, or are you only speaking with them over email?

Rach

Re: Unacceptable delays by EE to install ONT - Help/advice ?

MultiDoc — Fri, 24 Jan 2025 13:20:59 GMT

I appreciate that finally someone from the support team is taking notice (I hope I understand your forum title correctly).

No I haven't had anyone from EE contact me, only when I go through the waiting game through the phone myself, or the SMS that have repeatedly pushed back the dates.

I'd appreciate if you could possibly escxalate this please. Also I realise that there should be compensation credited for the delay and not having the service up and running on the date it was supposed to be (in my case originally the 9th of January, later rescheduled for the 6th of February and lastly/currently rescheduled for the 13th of March...!!!)

I am looking forward to your response and input.

Re: Unacceptable delays by EE to install ONT - Help/advice ?

Rach_H — Fri, 24 Jan 2025 15:17:58 GMT

Hi @MultiDoc

We want to get your broadband sorted as swiftly as possible for you, but we don't have access to your account here, so the best way to get this escalated would be to give out team a call and make a complaint.

The team will then stay in contact with you while this is managed.

Rach