topic Re: 3 Months and No Internet! in Broadband & Landline

3 Months and No Internet!

le4fexe — Wed, 07 Oct 2026 13:55:18 GMT

Because of a fault between EE and Openreach, my internet service stopped and my account was 'deleted' after 4+ hours of time on the phone, 2 appointments that weren't attended by engineers we have been without internet for 2 months!

With another engineer booked for another month from now. The guide I spoke to told me 'third time lucky' and no one has stepped in to rectify or manage the situation. I have been on the phone to multiple engineers/managers of subcontractors and given them all the information to attend, each time assuring me it will be okay.

I was assured by an EE member of staff they would treat this as high priority and book in an expedited appointment with openreach and a different subcontractor as the Kelly Group continue to miss appointments and blame it on the lack of parking - the street is pedestrianised at certain points in the day but allow cars until 10am and has parking a minute walk away yet they continue to arrive after that and refuse to take the 1 minute walk with my offer of helping carry equipment.

I am appalled by the service EE, it's guides, and openreach have given me in response to a fault on THEIR END which left me with no service.

Re: 3 Months and No Internet!

XRaySpeX — Wed, 07 Oct 2026 14:20:27 GMT

You should be entitled to Automatic compensation for broadband or landline issues for loss of service for up to 60 days.

Re: 3 Months and No Internet!

Peter_W — Thu, 08 Oct 2026 08:37:08 GMT

Welcome to the Community, @le4fexe

It's disappointing to hear about the experience you've had here, too.

Whilst I can't guarantee we'll be able to expedite the process further, have you had the chance to register this as a complaint on your account?

If you check out the details in our complaints code of practice, this gives you an overview of our overall complaints process, along with details of how to escalate things if you continue to struggle.

Peter