topic Re: Lack of customer service in Broadband & Landline

Lack of customer service

isthisajoke — Wed, 08 Jul 2026 17:47:48 GMT

Can anyone tell me what is going on?

I was supposed to be connected to fibre on the 22nd of June. It is now the 8th of July, and all I've received is poor excuses.

I've just spent over 30 minutes with 150, who could not confirm when I will be connected. I then received a teasing message saying I had just been connected, yet I still have no connection.

There is no help or customer service available online, and I keep having to repeat myself constantly.

So, EE — when am I actually going to be connected?

Re: Lack of customer service

XRaySpeX — Wed, 08 Jul 2026 17:52:05 GMT

Has any reason been given? Perhaps there's an issue in your vicinity.

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

Re: Lack of customer service

isthisajoke — Wed, 08 Jul 2026 17:57:47 GMT

Hi Xrayspecs,

Thank you for your input but I am not sure what your comment has to do with EE failing to connect me to fibre.
The engineer fitted the fibre on the 22nd of June and since nothing, just EE pushing the connection date week after week and I am with no broadband having to use mobile connection which is very poor. yes, it is with EE as well who assured me it would 5g+ and flying all the way. Another broken promise.

Re: Lack of customer service

XRaySpeX — Wed, 08 Jul 2026 18:38:11 GMT

Sorry, you don't get it. You may have had the cables & boxes fitted to your home but you still have no actual service. There could well be some issue locally you can't see that is preventing the connection.

Re: Lack of customer service

JimM11 — Wed, 08 Jul 2026 18:35:25 GMT

@isthisajoke If the Engineer fitted your External and Internal parts to the Full Fibre connection, on the NEW ONT that was installed, what is the colours off all the led's on it, Power/LOS/PON and LAN few different variations out there so say what your's is like?

Re: Lack of customer service

isthisajoke — Wed, 08 Jul 2026 19:09:38 GMT

Just to clarify — EE is already aware of the issue, and the line is not connected, as stated above, so checking the status light won't tell us anything new.

The main point I'm trying to make is that there doesn't seem to be a proper customer service channel from EE. It feels like they're relying on this forum and members of the public to act as first-line support. What I really need from EE is a clear answer on when BT Openreach (or whoever still needs to attend to the fibre connection) will actually get it done.

I'm also confused as to why I received a notification saying my connection had been provided, when that's incorrect — I've since been told there's no ETA for when I'll be connected, now two weeks after I should have been.

This really needs someone from EE customer service, if we can call them that, to look into it directly. Not to take anything away from the community here — I just don't think members of the public can have visibility into the actual issue.

Re: Lack of customer service

JimM11 — Wed, 08 Jul 2026 19:38:31 GMT

@isthisajoke The Forum is Public, you are NOT speaking or communicating with EE on the Forum. It's really pointless now if you wish to not answer, you said ""The engineer fitted the fibre on the 22nd of June and since nothing,"" so it's either fitted or not, part fitted not completed, etc etc Then you say "" EE is already aware of the issue, and the line is not connected, as stated above, so checking the status light won't tell us anything new."" Kind off back to front with it all....

EE CS is the only one that can say for sure were it is currently at there end, if you do not say then the Forum is about as much use to you as a Chocolate Teapot!

Re: Lack of customer service

XRaySpeX — Wed, 08 Jul 2026 19:44:32 GMT

The link I gave you but choose not to follow sometimes gives an indication of where the issue might lay. EE are only following OR. It is OR that will make the final connection to the EE network.