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]

[Christopher_G]

I replied to you through private messages earlier, @SueinTruro 

Did you get it? You can find it in your community inbox.

Chris

[SueinTruro]

An Update

It is now the 12th of February 2026 which is 105 days since placing the order in 2025

86 days have now elapsed since the due activation date. (18th of November 2025)

I now have a someone from executive complaints who is lovely and contacts me on a Monday or Thursday to tell me they will contact me on the following Monday or Thursday. 

Its Open Reach who are ultimately responsible. 

But no signs of anything actually happening. Its all been escalated........but in reality, it just feels like a merry-go-round.

[Peter_W]

Thanks for taking the time to update us here, @SueinTruro.

I'm glad to hear that our complaints team are keeping you in the loop with what's happening, but appreciate it must be so tough if it seems things are still being delayed at the point of installation.

I'm confident we'll be doing all we can to get this resolved for you, but please keep us posted on how things progress.

Peter

[SueinTruro]

111 days and counting

Hi Peter or anyone who can help

So far....the Chief Engineer at Open Reach cant plan when this work might happen. 

No one is explaining WHY this is taking so long.

I would just like to know when, or IF I will ever get this resolved.

If I had known that it was going to take 100 days plus,(111 days and counting) I might have invested in some carrier pigeons or semaphore flags instead.

I would like a time frame, and some explanation as to why this is not getting done.

[Peter_W]

Good afternoon, @SueinTruro.

I'm disappointed to hear you've still not had an update on this one. 

If Openreach are being prevented from completing this work, then it's not something we would be able to influence from our end. 

This would be delayed regardless of which provider you had chosen.

Are you continuing to maintain contact with our Executive team like you advised earlier?

They should be able to keep you in the loop and advise of any available options.

Peter

[JimM11]

@SueinTruro Have a look at your BTW and see if you are still sitting on the ""KCI2 Assure"" status""!

[SueinTruro]

@Peter_W  Yes, I'm still in touch with the executive complaints team who are lovely.

They contact me on a Monday or Thursday to tell me they will contact me on the following Monday or Thursday.

Most recently, to let me know that the 'chief' engineer cant make a plan or the patching manager hasn’t got back to them and they will be back in touch on Monday or Thursday.........

@JimM11  I have just checked BTW and it still says "KCI2 Assure" 

I just dont know what is actually happening. When it might happen, or what is able to be done?

111 days seems like an excessive amount of time. I sit here patiently.... how long should it take? What do you think? 

[JimM11]

@SueinTruro Home's across from me 1st was 1 day short off a year, think that was to stop going on/over the year from order! 

OR completed as far as they were concerned late July 2024, released to ISP's EE came online 1st Sept, i ordered 2nd Sept installed mid Oct time after a extra 21 day delay, others long time later and still ongoing month by month one was only two weeks ago so all piecemeal at present, order wait and see what transpires seems to be the way! Planning all done in India so one OR Engineer said, just got to keep an eye on them they don't mess up my connection!

[SueinTruro]

@JimM11  Thanks Jim, Looks like it could be a much longer wait then!

It would just be nice to know what is going to happen and when.

Being kept in the dark, really doesn’t help the situation.

I will update when something happens.....or not.

[JimM11]

@SueinTruro The OH pole feed for you, is there ANYONE else live on it at all, or is a cable all coiled up at the pole waiting to be done? See picture linked, RHS is Virgin two homes connected, LHS is open reach 3 homes connected, and centre is the copper! Link will take you to the picture just got to go find! Had to attach the pictures so you will need to wait until cleared.

Pole top connection FF and copperFF and Copper, LHS is the Fibre RHS is the old copper now redundant.Connection up in dormer roof space, NOTHING outside, i took care of the Ethernet to the EE Router at the time!