topic Re: When is my broadband going to be activated??? Had no communcation at all from EE in Broadband & Landline

When is my broadband going to be activated??? Had no communcation at all from EE

sammyH42 — Fri, 15 May 2026 07:17:05 GMT

Hi,

Please can someone from EE help me? I was told my super fast fibre would be activated last Thursday, the 7th May.. An engineer eventually arrived the following day from Kelly Group I think or Openreach, I wasn`t sure... He did half the job. He installed a white box inside my house and plugged my new router into it, then installed a light grey box on the outside wall of my house. Then he said because of my homes location another engineer would have to visit to do the outside wiring from my house to the nearest exchange point. I have had two messages so far stating that my super fast fibre would be up and running. Yet here I am , still with my old provider over a week later! NO communication at all from EE... I contacted Kelly Group and they told me I need to chase it with Openreach... then Openreach have told me EE should be chasing them to continue the work. Someone please help me with this because you invited me to join your super fast fibre and now I don`t seem to be getting any communication or help from you!!.. I am really losing confidence in EE already and I haven`t even had the pleasure of using your fibre broadband yet..

A very disappointed customer!

Samuel

[Mod edit: Edited full name. Please refrain from sharing personal details such as your full name, address, email, and so on.]

Re: When is my broadband going to be activated??? Had no communcation at all from EE

XRaySpeX — Fri, 15 May 2026 07:17:13 GMT

You need to phone EE CS for them to arrange for OR to complete the work.

Re: When is my broadband going to be activated??? Had no communcation at all from EE

Chris_B — Fri, 15 May 2026 07:17:05 GMT

@sammyH42 you need to call customer support support. This is just a public forum that has no access to any accounts.

Re: When is my broadband going to be activated??? Had no communcation at all from EE

sammyH42 — Fri, 15 May 2026 17:51:26 GMT

I select option 1 and it keeps giving me choices only for mobile phone related things..

Re: When is my broadband going to be activated??? Had no communcation at all from EE

sammyH42 — Fri, 15 May 2026 17:59:03 GMT

This is a joke right??? I haven`t actually even been able to use their broadband and now I receive a message out of the blue asking me to return the equipment?? I haven`t actually managed to get through to anyone at Customer services yet. I am just on hold for what seems like an age! I cannot actually get through to anyone to speak to an actual human being. I even tried the chat on the EE App and it just kind of froze when it said it was transferring me to a real person. I am really not very impressed at all with EE right now!

Re: When is my broadband going to be activated??? Had no communcation at all from EE

XRaySpeX — Fri, 15 May 2026 18:40:18 GMT

Try calling EE CS on the Freephone no.(Opt 1 = Products for the Home incl. BB) in my sig.

Re: When is my broadband going to be activated??? Had no communcation at all from EE

JimM11 — Sat, 16 May 2026 13:25:46 GMT

@sammyH42 Be careful what you post, you have just thrown up your EE account number for everyone to see.

Re: When is my broadband going to be activated??? Had no communcation at all from EE

sammyH42 — Sat, 16 May 2026 20:46:05 GMT

Finally got hold of someone at EE customer services. They haven`t got a clue why Open reach cancelled the order and the guy I spoke to at EE was pretty honest about them saying that Open Reach communication is terrible at the moment with customers and even EE themselves. So they cannot actually ask Open Reach to come back to me after they have put in a cancellation. He has had to create me a brand new EE account and I now have a new Open reach engineer appointment again on the 2nd June! Hopefully Open Reach will actually do the work that needs doing this time! Talk about Ridiculous!

Re: When is my broadband going to be activated??? Had no communcation at all from EE

JimM11 — Sun, 17 May 2026 08:02:42 GMT

@sammyH42 It happens, when OR cancel can be any reason and as you are the customer of EE they are the ones who only can say why, have a look at the btw link, address number and the postcode should be enough to see if what the hold up is cable wise to finish the FF install. Also be aware new order placed, then you may also get another new Hub sent with the return request still valid for the one you have sales may have mentioned or not, but hold onto it until all is installed. At least you have managed to keep the old connection up and in a working condition until OR switch it all over.

BT Broadband