topic Re: Openroach OTN is not placed my house in Broadband & Landline

Openroach OTN is not placed my house

Farkan — Sat, 22 Apr 2023 13:56:53 GMT

Hello, I just applied EE Broadband with Fibre. I delivered my smart Router but I dont have any openreach hub, modem, OTN in my house. Just a green fiber cable. Can you help me?

Re: Openroach OTN is not placed my house

XRaySpeX — Sat, 22 Apr 2023 14:16:26 GMT

Have you ordered EE Full Fibre BB? If so, you don't need a separate modem. The ONT is the modem.

As you've just applied for it, it hasn't yet been fully installed & the ONT is yet to come. Have you been given a "go live" date? That'll be when.

Re: Openroach OTN is not placed my house

Farkan — Mon, 24 Apr 2023 12:02:35 GMT

I ordered EE Full Fibre Max 500 without landline. EE sent a message at 21/04/2023 "you are ready to use your internet. Please Plug your router". But when I go home I could not connect red ethernet cable to anywhere because house only have a small green fiber cable.

Re: Openroach OTN is not placed my house

Mustrum — Mon, 24 Apr 2023 12:20:36 GMT

@Farkan you need to speak to the Broadband Care Team to get a new ONT installed.

If you have just moved, it sounds like the previous occupants took the ONT with them - which they should not have.

Re: Openroach OTN is not placed my house

Farkan — Mon, 24 Apr 2023 14:23:16 GMT

Thank you for your response. How can I speak to them? I guessed that but I do not know how to reach them.

Re: Openroach OTN is not placed my house

Mustrum — Mon, 24 Apr 2023 14:27:38 GMT

@Farkan give them a call, 150 from an EE phone or 0800 079 8586 option 3.

HTH

Re: Openroach OTN is not placed my house

Farkan — Tue, 25 Apr 2023 23:23:36 GMT

When I call them, I got a message "this number is not registered with an EE account" so I could not have any progress. I went one of your branch and they suggest me " Calling an EE Engineer". Could your engineer call me to fix this problem?

Re: Openroach OTN is not placed my house

Katie_B — Wed, 26 Apr 2023 07:32:16 GMT

Hi @Farkan.

We are unable to arrange engineer call backs.

Please give us a call and our technical care team will be happy to help.

Katie

Re: Openroach OTN is not placed my house

Mustrum — Wed, 26 Apr 2023 09:35:26 GMT

@Farkan Did you call via the 0800 number?

Not sure if it is still working, they are now using an 0330 number.

Re: Openroach OTN is not placed my house

XRaySpeX — Wed, 26 Apr 2023 10:46:54 GMT

The 0800 no. still works. EE will keep it going for a bit. Are you choosing Option 3?