topic Re: Four Months and still no Broadband in Orders

Four Months and still no Broadband

ElijahBailey — Thu, 23 Jan 2025 14:03:25 GMT

I ordered broadband in early October. It's now nearly February and I still don't have wifi at home and EE has not come by to do the exterior work required. I've spoken several times with EE and they have assured me that the work would be done within the next few days, and then it's not, so I go back and have the same conversation with the same result. It's been 4 months.. every day, the tracking link resets at the end of the business day to say 'scheduled tomorrow', then tomorrow comes and it says 'scheduled today', until the end of the day when it switches. It does that every single day for 4 months.

It seems like there is somehow a missing link and the engineers aren't getting sent to the flat. The support folks have not been helpful. Of note, when I originally ordered, I received a VOL number instead of XKO and an agent told me that VOL is for BT. maybe that's normal & means nothing, but I don't know what else could be happening or why no one can figure it out.

I'm giving them the one more chance after chatting with them today, and then I'm cancelling and changing providers, & hopefully receiving a refund too because I've been paying for the service!

Does anyone have any other helpful thoughts?

Re: Four Months and still no Broadband

Mustrum — Thu, 23 Jan 2025 14:43:27 GMT

@ElijahBailey without further information it hard to say what is going on. But a couple of red flags.

You mention a Flat and it appears you do not have telecoms infrastructure already installed. This would normally require the landlords permission which is also likley to need a detailed plan to be submitted which in turn can take time.

All other ISP's that use Openreach's network will have the same issues, so moving suppliers may just add to your delay. Other options using Virgin Media or other fibree providers may be available.

Can you post the results of entering your flat number and address in the BTW DSL checker, hiding the actual address?

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

make sure to include the text to the right of the screen and below, and use a desktop browser, not a mobile.

Re: Four Months and still no Broadband

ElijahBailey — Sat, 25 Jan 2025 15:41:43 GMT

Four months is a reasonable timeframe? They did my neighbors unit ( same building) a few days after I put my order in...

Re: Four Months and still no Broadband

Lesley_W — Sun, 26 Jan 2025 14:48:48 GMT

Hi @ElijahBailey

I'm sorry to read about the issues you have had with installation. What was the last update you were given when you spoke to our team?

Lesley