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]

Don't worry, the images were awaiting approval. I have now done so & they should appear soon.

[SueinTruro]

The pole is live.

No coiled cables.

Neighbours are connected - Copper I expect

[JimM11]

@SueinTruro If the pole is live, the Fibre can get to your home, the system is NOT SOLD out on the pole due to over subscribed, too much high speed account's on it, then the KC12 may just be all wrong, and the other section is correct, an ONT can be ordered....

There is something going on that you are not being made aware off, my CBT up that pole has room for 8 homes but would NOT be surprised anymore if that is all messed up now, with OR robbing peter to pay paul connections as they are continually in the ground boxes making adjustment's who knows anymore apart from the OR Engineers doing all the connections!

The other side homes with ALL the issues was due to VM filling up the small connection duct to the back off there homes and OR can no longer get a Fibre over so they are working from the one side now, digging all the path up, cross road digging and blocking off traffic it's a mess!

[Mustrum]

@SueinTruro   It is all very well the Executive Complaints team being nice, but it seems they are not getting the  problem resolved. The KCI2 indicates it is not a straight forward install, and it is only Openreach that will know what the issue is, and they are not sharing that with anyone. Alas no one on here has access to account info or order info, so you may want to to escalate yourself to the CEO of Openreach. The forum will block details, but Google will easily give you the email address of any CEO and a quick personal email has often helped people in similar circumstances.

[SueinTruro]

Thanks for all the replies.

I asked the complaints team to explain exactly what the problems OR are facing.

The reply was startling......They couldn’t answer as they did not know! (They are going to get back to me.....On Tuesday)

I asked how they are communicating with the Chief Engineer,  and the answer.....(Email and chat).

[SueinTruro]

117 days............................

Tuesday has arrived (24th of February 2026) and I have been told that Open Reach have now drawn up a full plan of works, involving dig work....Although I have not seen that yet.

I have also been told that the next update will be the 4th of March.

I have now contacted Open Reach directly to see if I can find out what is going to happen and when.

They have assigned me an Executive Customer Service and Duty Manager, who is going to update me this week.

[SueinTruro]

131 Days and counting.

There is some movement now. (I contacted Open Reach Directly - That made a difference)

Some action has been taken.

But I’m not connected.........yet.

I've been give a provisional date later this month........We will see what happens.

[Leanne_T]

Hi @SueinTruro 

Thanks for keeping us all updated with how things are going. 

Please pop back after the date you've been provided with an update on how it went. 

Leanne.

[Mustrum]

@SueinTruro   glad to hear progress seems to being made. Have they said what the problem is?

[SueinTruro · Accepted solution]

144 Days !

And Finally...........At Last.........I have now broadband and a landline!!!!!!!!!

And........at long, long  last its time to lay this thread to rest..........thankfully.

Thank you to everyone on here who helped and advised me.