New fibre contract price changes

[Rjf8075]

Hi,  

I’ve recently signed up to Full Fibre 300 for £42 a month. It is being installed tomorrow. I see that the prices have changed. The Fibre 500 is now £38. Would it be possible to switch to the cheaper price rather than cancelling and then reordering ?

cheers,

Rob.

[Rjf8075]

Fingers crossed that anyone will actually turn up!

it’s now 4th November. (Thursday).  Three weeks tomorrow since the fibre was installed.   I received a call from the BT CAT team on Monday confirming that there was indeed an openreach issue. “The light isn’t what it should be. “. He booked a openreach visit for Wednesday morning for them to carry out a full line to line check. I waited in all day AND NO ONE BOTHERED TO TURN UP AND NO CALL TO LET ME KNOW THEY WERENT BOTHERING TO TURN UP. 

I’m expecting a call from the BT CAT team today and fingers crossed they at least call. 😀

[mikeliuk]

Hi @Rjf8075 ,

Where this is applicable, you may wish to enquire about Automatic Compensation.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

[Rjf8075]

Thanks @mikeliuk .  Very interesting read. I wasn’t aware of the automatic compensation scheme.  I telephoned today to enquire about it and they mentioned the automatic compensation before I did.  My BB was fixed (finally!) yesterday and EE have confirmed I will be compensated for the lack of service for the whole time (nearly a month). 

Last update:  I had another BT Openreach visit yesterday. Engineer no. 6. He identified the issue and fixed it straight away. Something to do with the fibre hadn’t been correctly terminated. Now I’m getting around 480mbps / 72mbps speeds, low latency and it doesn’t drop out every five minutes 😁😁😁😁😁. 

[Rjf8075]

24 hours later, it’s stopped working..

I just want to give up and cancel now. This is just crazy 

😭😭😭😭😭😭😭

[James_B]

Hi @Rjf8075,

I'm sorry to hear that your Broadband isn't working. Please get in touch with Customer Care so our broadband team can help.

James

[XRaySpeX]

What lights are showing on the router?

What does it say after you log into the router:

• For a BrightBox: in the Internet section on the initial Status page or
• For a Smart Hub: on the Advanced Settings / Broadband / Internet page?

Obscure your names & any numbers in the BB Username but post the 1st 2 parts of the IP addy. This will tell us at which stage EE have got to.

Is this for ADSL BB or Fibre? Which router, BrightBox 1 or 2 or Smart Hub?

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

[Rjf8075]

Hi @XRaySpeX  I’ve got full fibre 500mb. BT have identified a problem with the light levels on the fibre.  They did fix it on Thursday by resplicing the fibre. For some strange reason the error is back again 24 hours later. 

[Rjf8075]

I had another BT Openreach engineer attend yesterday. I think that’s no. 7. I’m not sure 🤔🤪. Anyway, he managed to fix the line again.  They “rebuilt my profile”. Something to do with the system that sets the speed of my connection. This is what they did last week to fix it however it only lasted 24 hours.  Fingers crossed this fix with be more permanent.  The line is now running at 460/52. 👍