topic Broadband set up help in Broadband & Landline

Broadband set up help

RT1984 — Sun, 30 Oct 2022 12:18:01 GMT

Afternoon,

Recently moved into my new house. Just received my smart hub.

The house was old and we basically stripped everything back.

There is no master socket to connect my hub to. So failed at step 1 😂

Do I need an engineer to come out to fit something?

Re: Broadband set up help

Mustrum — Sun, 30 Oct 2022 12:24:22 GMT

@RT1984 Hi, yes, give the Broadband Care TYeam a call, explain your situation, and they should be able to get Openreach out to fit a socket.

https://ee.co.uk/contact-ee/account-billing/broadband-landline

Re: Broadband set up help

Chris_B — Sun, 30 Oct 2022 13:55:45 GMT

@RT1984 You should have got an email with the date an engineer will come. It’s very rare for EE just to send out a router without an engineer coming unless you already have BB with EE and it’s a new replacement router.

What is your go live date ? You’ll have this within an email.

Re: Broadband set up help

RT1984 — Sun, 30 Oct 2022 14:00:28 GMT

Go live date is the 1st Nov. And this was sent through txt, with instructions of what to do on the day. I’ve had no comms regarding an engineer 👷‍♀️ 🤦‍♂️

Re: Broadband set up help

XRaySpeX — Sun, 30 Oct 2022 14:20:35 GMT

Did you remove the master phone socket in your stripping back? EE wouldn't agree to install BB at a property not having a landline w/out sending an OR eng. to install one 1st.

If you did remove it, 1st of all you broke the rules & EE are entitled to charge you £50 to fix it.

Re: Broadband set up help

RT1984 — Sun, 30 Oct 2022 14:58:12 GMT

EE did not question anything about install at the property with it not having a landline.

i have the chat history saved.

The property was really old. The rewire needed to be done for all electrics, sockets etc.

Re: Broadband set up help

XRaySpeX — Sun, 30 Oct 2022 15:57:07 GMT

But did it have a landline but you dismantled it? If the property was recorded as having a landline then EE would not have to arrange to have 1 installed. Any existing master socket & incoming wiring are BT's property & not yours to touch. It's not for you or a house electrician to say they needed a rewire. They are not network engineers.

Re: Broadband set up help

RT1984 — Sun, 30 Oct 2022 16:04:39 GMT

Ur not helping. And clearly don’t understand. I’ll speak directly to EE. Not some bot

Re: Broadband set up help

XRaySpeX — Sun, 30 Oct 2022 16:54:17 GMT

I clearly don't as you are incapable of answering a direct Q.