topic Re: Someone has cut the wire! in Broadband & Landline

Someone has cut the wire!

Bewdley131 — Wed, 16 Sep 2026 15:05:18 GMT

Watching the match last night. Now TV suddenty went off. Orange light on the router, nothing worked to fix it. Unable to contact EE, disaster company to get hold of. BOT on message function just says fault will be fixed by 7pm, next Monday, 21/09. I have found out by talking to an engineer from Zoom that someone has cut all the broadband wires at the pole over the road. They're not protected! He is oniy fixing the Zoom connection, I mentioned Open Reach and he said they will have their turn! But I'm not able to send this photo to EE via email or text. I don't have an EE phone but keep getting asked for the EE phone number when I call. Hopeless.

Re: Someone has cut the wire!

XRaySpeX — Wed, 16 Sep 2026 15:08:10 GMT

You need to report this to CS so they can call OR out to fix it. Try calling EE CS on the Freephone no.(Opt 1) in my sig. That won't ask for an EE mobile no.

Re: Someone has cut the wire!

Bewdley131 — Wed, 16 Sep 2026 15:20:21 GMT

Thanks, I'll let you know how I get on.

Re: Someone has cut the wire!

Bewdley131 — Wed, 16 Sep 2026 15:21:39 GMT

Interesting to see what they're going to do about it, as it could easily happen againl Only takes one idiot with a pair of wire cutters.

Re: Someone has cut the wire!

Bewdley131 — Wed, 16 Sep 2026 15:34:58 GMT

Hi, got through, EE were informed about the issue last night but hadn't realised what had caused it. I told them that someone had cut the wires on the pole so now treating it as an emergency due to danger of wires hanging from the pole that may be electrified?.

Thanks for all your help.

Re: Someone has cut the wire!

JimM11 — Wed, 16 Sep 2026 15:41:27 GMT

@Bewdley131 Is that EE you are talking about interested to see what they will do about it or not? May even be the same person that got the zoom connection also, you just never know... Looks like two pinch points to push back the cable protector so cutters and screwdriver/crowbar any burglars operating around also?

Re: Someone has cut the wire!

Bewdley131 — Wed, 16 Sep 2026 15:46:57 GMT

There were a few wires that have been cut I think, so it was a job lot by the same person.

Re: Someone has cut the wire!

Katie_J — Wed, 16 Sep 2026 16:27:32 GMT

Hi @Bewdley131.

Thanks for flagging this with our customer care team.

You can also report this to Open Reach by visiting this page.

Katie

Re: Someone has cut the wire!

Bewdley13 — Mon, 21 Sep 2026 09:56:27 GMT

So, we were supposed to be back on line by 7pm this evening. My 88 year old neighbour has called to tell me that she rang EE this morning and it will now by fixed by 7pm tomorrow evening. We have been without internet / wifi since last Tuesday at 9.30pm, 6 days ago. This is totally unacceptable.

Zoom fixed next door's connection within 24 hours. We have all had our internet disconnected by some idiot who decided to cut all the cables on the post opposite our house. I work from home. My neighbour relies on it to order medical prescriptions and online shopping.

EE should get in touch with Open Reach and flag this as an urgent matter. There were 2 Open Reach vans over the road last Friday but apparently all they did was make the cut cable safe! I was told that 'they aren't the people who fix the issues'!!

A compplete farce. 13 years as the UK's best provider? How come? The others must be really crap. I didn't even want to be with EE, I was forced across by BT on renewal last year!

Re: Someone has cut the wire!

JimM11 — Mon, 21 Sep 2026 09:52:11 GMT

@Bewdley13 Zoom is an Altnet so responsible for getting there connection up and repaired, as you are on an OR connection does not matter if BT or EE or even any other ISP that is using there fibre/copper whatever the connection type is Emergency team is just not responsible for doing the repair or whatever is required to get you fixed and back online again.

As OR will be aware that the cable was cut due to the attendance the repair takes whatever time it does and it is all just an Estimated you will be back by x time and all that EE can report back when asked.

Re: Someone has cut the wire!

Mustrum — Mon, 21 Sep 2026 11:48:36 GMT

@Bewdley131 or is it @Bewdley13 why two id's?

Anyway, you say it is not acceptable, but what steps have you taken if the service is so essential to you? Have you looked at any backup services? Even a simple areial would get your TV working. But EE do offer an integrated service, or if Zoom is an alternatice supplier a line from them could be a good alternative.

Any business that relies on a service would normally have an alternative in case a line goes down. Although normally very reliable, it is worth spending a little time to at least consider what can be used in the event of a failure.

Re: Someone has cut the wire!

Bewdley13 — Mon, 21 Sep 2026 12:32:55 GMT

Wow, someone who applauds poor service. EE employee, perchance? Well done. I hadn't realised that all of this is actually down to me. Silly me.

Firstly, I have 2 accounts because EE made a mess of my transfer from BT to EE last year and I ended up with an account in my name attached to my wife's email address and we can't remember the password that we used. So I opened up another account for this issue, I do hope that this is okay with you?

Secondly. I work from home, FOR a business. It 's not my business. I am using my business mobile as a personal hotspot at the moment and this works, but very slowly, sometimes with intermittent connection issues. Who on earth has two internet lines going into their house? I have worked from home for 30 years and no one has ever provided me with a free router and internet connection. And even if they had, you obviously missed the point that someone has cut the cables for ALL local users with lots of different providers. It's only EE and Open Reach that has decided that we can wait over a week to have it reconnected.

I have a TV aerial. Blimey, do you think I'm stupid, or something. When did I say my TV isn't working?

Over and out.

Re: Someone has cut the wire!

XRaySpeX — Mon, 21 Sep 2026 12:47:16 GMT

@Bewdley13 , @Bewdley131 : All responders to this thread on this public user discussion forum are users like you, here to try & help others. None are employed by EE but some, not all, may be users of EE products & services.

Re: Someone has cut the wire!

JimM11 — Mon, 21 Sep 2026 12:55:38 GMT

@Bewdley13 One off the options EE has when your cable get's cut and linked below for you. Not a speed demon as well so your hotspot method to Tether may be better currently.

EE Connectivity Backup | Device Help

Re: Someone has cut the wire!

Christopher_G — Tue, 22 Sep 2026 07:32:26 GMT

Hi @Bewdley13

I can completely understand your frustration with this. When broadband is important for work, a prolonged outage is understandably difficult.

As this is a public customer discussion forum, nobody here can access your account or influence the Openreach repair process directly. If you feel the handling of the fault, communication, or timescales haven't met your expectations, I'd recommend raising a formal complaint with us so your concerns can be fully reviewed by the appropriate team.
You can do this either by contacting Customer Services over the phone or by completing our online complaints form.

Hopefully the repair is completed as soon as possible, but a complaint will ensure your experience and the impact the outage has had are formally recorded and investigated.

Let us know how you get on.

Chris

Re: Someone has cut the wire!

Bewdley13 — Wed, 23 Sep 2026 07:07:31 GMT

Quick recap.

So, we are no further forward. Without wifi since last Tuesday evening, 15/09. Someone cut the cables on the telegraph pole over the road. Saw 2 Open Reach vans there last Friday. They said they were there to make the damaged cables safe. That's all. Told the issue would be fixed by 7pm Monday night, 21/09. Didn't happen. My 88 year old neighbour called EE again, they said by 7pm tonight, Tuesday evening, 22/09. No sign of Open Reach. My wife called EE late this afternoon. It will now be Thursday morning, 24/09. Unbelieveable.

Now, I am going to make an educated guess. The people who came out to make the cables safe last week, reported the job as 'done'. This cancelled the entire case on the EE system so that meant that no one was ever going to come out to fix it unless we complained again? Plausible? I think so. Incompetent? Definitely. Even if that isn't the reason, I hope that no one here will try to defend a company that doesn't provide the service it says it will for 9 consecutive days at a cost to me of £45pm.

If anyone from EE is reading this...here's my complaint number. I have not received a response yet, by the way. C1**********.

[MOD EDIT - REMOVED PERSONAL INFORMATION FROM THE PUBLIC FORUM]

Re: Someone has cut the wire!

JimM11 — Tue, 22 Sep 2026 17:25:30 GMT

@Bewdley13 Are complaints not to be answered within and up to a six week period timescale?

EE Complaints Code of Practice

Re: Someone has cut the wire!

XRaySpeX — Tue, 22 Sep 2026 19:15:42 GMT

@JimM11 : Yes, they can be not answered within 6 weeks & if they are not you have the right to Ombudsman'ing.