topic Re: URGENT COMPLAINT: Broadband still dead after weeks of failures, lies and no-show in Broadband & Landline

URGENT COMPLAINT: Broadband still dead after weeks of failures, lies and no-show

Dhiman_191 — Sat, 12 Sep 2026 06:50:44 GMT

To whom it may concern,

I am beyond furious with the way EE and Openreach have handled my broadband installation, and I want this read by someone who can actually fix it, not another script.

Here are the facts, none of which are in dispute:

I applied on 25 August when we moved into our new home. The first date offered was 11 September, then brought forward to 8 September. Your technician, arrived on 8 September and installed everything. The router is in. The connection from the pole to the house is set up. The only thing left was for EE to switch on the connection on your side of the pole, which Damian told me clearly he cannot do himself because it is the company's job to toggle it on. That is the entire problem, and it has been sitting undone ever since.

Meanwhile I can see on my own phone that the house right next to mine has an active EE network. So the capability is right there. It is simply not being switched on for me.

When I called your customer service I was fed two stories that are flatly untrue:

1. That Openreach reported no one answered the phone or the door. That is impossible, because your own technician was inside my home installing equipment. How does a man install a router and run the line from the pole to a house where supposedly no one answered the door?

2. That the installation could not be completed because we were going away on a week's holiday. This is completely false. We are not going anywhere. We will not be on holiday for at least the next four months. I do not know where this excuse came from, but the fact that the people who should know your own schedule are clueless while someone who knows nothing about my life has invented a holiday for me tells me everything about how this has been managed.

On the same day I was then emailed to move the appointment again. I agreed to 11 September, which was the day of my VIVA. Everything should have been working before then. It was not. I waited on 11 September assuming it would finally be sorted. No one showed up. No notification. Nothing.

This is my first broadband installation and I have never in my life experienced anything this incompetent. I have had broadband with several providers in my own country and never once seen this level of irresponsibility over something as simple as activation. When an appointment is booked, the activation process should already be running so that no customer is left stranded like this. Instead I am chasing you.

And no, I am not going to spend another half hour on hold just so someone can finally 'access' my account and still give me no solution. I have had enough of that.

So here is where I stand. Switch my service on within 24 hours. If you cannot do that, then do me a favor and send someone to collect every piece of equipment you installed in my home, equipment your own company apparently has no record of, on any day you like, because I am not going anywhere for months.

After this experience with EE, Openreach and whoever else is jointly responsible for this mess, I will be moving to another provider. Frankly, with customer service this good, I would be mad to stay.

Sort this out.

Mod edit: [please don't post full names of staff on the community].

Re: URGENT COMPLAINT: Broadband still dead after weeks of failures, lies and no-show

XRaySpeX — Sat, 12 Sep 2026 01:14:25 GMT

This public user discussion group is not the correct platform for raising complaints upon on EE nor for demanding fixes from EE .

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: URGENT COMPLAINT: Broadband still dead after weeks of failures, lies and no-show

Dhiman_191 — Sat, 12 Sep 2026 01:16:12 GMT

is there any email where i can send my complain to whom it may concern

Re: URGENT COMPLAINT: Broadband still dead after weeks of failures, lies and no-show

XRaySpeX — Sat, 12 Sep 2026 01:22:36 GMT

EE provide no email contact. The Complaints Form lists all ways of contact incl. letter.

Re: URGENT COMPLAINT: Broadband still dead after weeks of failures, lies and no-show

JimM11 — Sat, 12 Sep 2026 08:00:05 GMT

@Dhiman_191 As you do not say exactly what you have installed, is it a FTTP Installation from OR that was done, a new ONT installed along with your EE Hub also sent to you. If FF Full Fibre then the ONT will have 3 Green Lights lit, the Power and PON should be solid Green, and the Lan would flash as the ONT/Hub send data to each other, after this you have the EE Hub itself with an indication by colour each means something... You could have FTTC still supplied as copper from the pole, there is no ONT with that just connected to the OR Master phone socket. Link to all the EE Devices below if you wish/need to find your's.

Device Help | EE

Re: URGENT COMPLAINT: Broadband still dead after weeks of failures, lies and no-show

XRaySpeX — Sat, 12 Sep 2026 08:16:10 GMT

If could be a neighbourhood issue. You could consult Check service in your area to see if any faults are being attended to in your local area. You may also Report a Problem there.

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.