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]

[Annoyed27]

Ive had more repsonse in this forum than the last 5 weeks of calling

[Annoyed27]

I would love EE to listen back to all the phonecalls. 

[JimM11]

@Annoyed27 You should not have needed one anyway, straight profile change if you were not on the 1.6Gb/s package before hand and then OR/EE to do the connect for you! You did not per chance do one off those U Switch deals with the rewards cashback deals with the stupid pricing that was offered from them?

[Annoyed27]

Hence why I am so confused and annoyed. The activation date moves back 4-5 days every time i call. Ive submitted complaint but the automated reply says they will get back when they can. 

thats why I came here as theres literally nobody helping me. 

[JimM11]

@Annoyed27 And the complaint is anytime within the 6 weeks period for them to get back to you unless they close it and move on from it.

[Annoyed27]

Crazy isnt it. I wonder if theres a number or request to go higher than the customer service rep. The last one refused to escalate it but also didn’t know why it is happening. I asked for a higher manager or number and he said there was none. I would love them to listen back, ive logged all the times I rang.

[Annoyed27]

Right now I have a EE router and extender sitting in my living room as a brand new customer and a live open reach line that just isnt being connected. Its the strangest experience ive ever had with any company. 

they have acknowledged a delay but with no explanation, they sent me a 4g sim device with 30mn download. So they are aware of it.

[Annoyed27]

Everyday that goes by they owe me £6.14 compensation. Capped at 60 days. 

[JimM11]

@Annoyed27 Do not think compensation will be applied, EE have done what they can supplying you with 4g although not the best solution it's better than nothing at all.

[XRaySpeX]

@JimM11 : Supplying a mobile router is not activation of fixed BB; it's just an interim workaround. They are like chalk & cheese!