topic Re: New Fibre broadband in Broadband & Landline

New Fibre broadband

GardenQueen26 — Tue, 31 Mar 2026 14:20:26 GMT

I had an appointment booked in this morning for a fibre line installation .

When I booked it , I told the agent where the existing cable was attached and that the house was listed G2 which means , no drilling holes into the stone as it crumbles very easily .

The engineer from Kelly communications (openreach contractor) arrived at 10am , looked at the cable position and said , sorry , but I need the hydraulic platform as im not allowed to put a ladder against the pole and its 30 miles away on another job ,, ill pop round to another job and be back in hour .

He never returned and EE customer service have no idea who he was or where he went .

Ive wasted the whole day, lost a days pay , because of their incompetence and feeble excuses , sorry we can't contact the engineer , you'll have to book another appointment so that will be another wasted day if they don't do the job .

I dont dont excuses , least of all from a major network company

Re: New Fibre broadband

Lesley_W — Tue, 31 Mar 2026 17:33:29 GMT

Hi @GardenQueen26

Welcome to our community.

I'm sorry you have had this experience with your installation and I understand it's frustrating when you can't get answers.

If you haven't already, I'd recommend logging a complaint on your account so that this can be addressed. You can see the ways to do this here Make a Complaint.

Lesley

Re: New Fibre broadband

JimM11 — Wed, 01 Apr 2026 05:59:31 GMT

@GardenQueen26 EE Will text to advise you that the Install has issue's to call them and reschedule your next appointment, at least you are now aware off the requirements to get extra equipment to do the needed. 21 day's is the norm for later appointments so you are aware!