74 Days since placingmy order and still No Broadband or Landline.

[SueinTruro]

74 days since I signed up (and paid) for Fibre Broadband and Digital voice landline on the 30th of October 2025(VOL013-************)

I signed up through the BT online chat portal  - (I am in my 80s and I am hard of hearing - so I wanted a BT account with the online chat option)

What I was sold was an EE account - Fibre Broadband and digital voice.  (No Online Chat option)

It is now the 11th of January 2026.  (74 days since placing the order)

No Connection. No Broadband. No Landline.

Activation date was supposed to be the 18th of November 2025

I have contacted EE many, many times. I still have No Connection at all......74 Days and counting.

I am told it will be escalated to level 2 (Next time).....every time it will be escalated next time.

But it hasn’t been escalated yet.

Every day when I check it says

"engineer visit - outside your property" But it says this every day - all that changes is the date on the website.

I believe it is Open Reach are supposed to be sorting it out but its now at 74 days and all I have received is a router in a box.

Can anyone help get this resolved?

There is no online chat, and the chat on the app is useless as they are unable to contact the engineers.

EE - Can you please help get this sorted out?

[Mod edit - personal details removed, please don't share these in public view]

[XRaySpeX]

This user discussion forum can have no access to your specific account. You need to raise this with CS.

You'll be eligible for Automatic compensation for broadband or landline issues for up to 60 days.

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[SueinTruro]

Thanks XRaySpeX

I've been in touch with Customer Service, many many times since the 30th of October 2025.

The call back links which they send are great, and the CS team are very polite.

But they seem unable to get anything moving and cannot get this escalated to 'level 2'

Still no connection or any idea when that might occur. (I spoke with them today and will do again on Wednesday)

I think its Open Reach who are causing the delay.   But 74 Days seems like a long time.

[XRaySpeX]

What does BT Wholesale Broadband Availability Checker estimate for your landline number? Post the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

[SueinTruro]

Telephone Number *********** on Exchange TRURO is served by Cabinet 59

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessWBC FTTP

Upto 1000

Upto 220

--

Available

KCI2 Assure

Observed Speeds ADSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

10.65

1.25

2021-05-16

Other Offerings Availability DateVDSL Multicast

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

U

N

N

01-01-2026

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

N

Y

N

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

[XRaySpeX]

Thanks. There seems no reason not to supply you with FTTP. There are no anticipated issues & you would be feed overhead from the nearby telephone pole, just like your old ADSL connection.