topic Re: Installation in Broadband & Landline

Installation

Abcatal — Fri, 20 Mar 2026 19:19:54 GMT

Hi I’m asking for a work colleague who switched from Plusnet as they no longer supply a phone line , this is needed as parents are elderly. Plusnet recommended EE

My colleague had to work when the Engineer visited, unfortunately, the Engineer installed the cable and the router in a location that isn’t suitable because his computer doesn’t have a WiFi connection so can no longer be used (the old router was located next to the computer)

His parents are both in their 90’s and just let the Engineer in. He asked EE to relocate in another room are they are now charging him over £90 for an Engineer to reinstall, personally I can’t say I blame them as he should have left a note for the Engineer he excepts this

If he was to cancel under the cooling off period and looked elsewhere for a suitable supplier would this be a viable option?

I’m just not sure if EE have to agree to the termination

I work in insurance and if a policy holder wants to cancel they don’t have to state a reason, I can ask them to try and resolve an issue but their really not at liberty to give an answer

Anyway I thought I’d ask this for him

Thanks

Re: Installation

XRaySpeX — Fri, 20 Mar 2026 20:23:52 GMT

The positioning of the ONT & the route to the router are v. important aspects of a Full Fibre installation. It would've been in your mate's interest to make it his business to be present at the time to discuss & agree the positioning. As he wasn't EE would be within their rights to charge for its repositioning.

As for moving to another ISP they may v. well take the current positioning as a fait accompli (ONT already present) & also want to charge for changing it.

EE are bound to accept any cancellation FoC at any time up to the end of the cooling-off period 14 days after installation. Like your insurance & others no reason for cancellation within the statutory cooling-off period need be provided.

Re: Installation

Abcatal — Sat, 21 Mar 2026 07:03:13 GMT

Agreed, all he had to do was leave a note for the Engineer

Re: Installation

garybs29 — Sat, 21 Mar 2026 07:39:11 GMT

An openreach installation guidance says someone has to ageee the location of insrall so as that's been done charging to move is correct

Re: Installation

manatarms84 — Sat, 21 Mar 2026 08:28:33 GMT

Also given how a fibre line has less flexibility it may not be possible to move the ONT, (you would only be charged if the work was carried out) so it may be worth while having a back up if it can't be done - a set of power line adapters may be a good idea and can be relatively inexpensive to purchase