Hi there all,
Just writing to make sure I'm not going crazy - it's probably just a good idea to give you all a timeline of what's happened...
17/10/25: Service is enabled
24/10/25: After a week of consistent operation, service is non-existent (orange flashing status light). I even purchased a third-party router at my own expense to isolate problem away from EE's modem/router. I'm an IT Tech by trade, so no big deal for me to do myself!
Phone support provided, including video-call. This confirmed that there is indeed an issue, and an EE Engineer would attend a home visit.
28/10/25: EE Engineer attended service call; confirming in-house hardware was set-up correctly - meaning that the issue existed with network infrastructure outside of the property.
EE Engineer explained that I would receive a text to arrange a visit from an OpenReach Engineer, which I did shortly thereafter. After replying to this text - I received confirmation that an OpenReach Engineer would attend on 31/10/25 between 8am - 1pm. Text message advised that while work would take place outside of my home, someone over the age of 18 should be at home in case they require access.
31/10/25: At around 2pm (after no sign of OpenReach engineer and no restoration of service) I once again request a support call with EE. The culmination of this 30+ minute call was to inform me that it was highly unlikely that an OpenReach Engineer would be able to attend today.
The Support Assistant then went through the process of booking another OpenReach appointment. I was told that this was being treated as high priority case and OpenReach would address the situation within 24 hours.
01/11/25: At around 3pm (after again, no sign of OpenReach engineer and again, no restoration of service) I request a support call with EE. This time, the Support Assistant is able to tell me that OpenReach is aware of the issue but was unable to give me any estimation of when my service would be restored.
03/11/25: Logging into my account, checking internet service status; it shows that my service is estimated to be restored on 6/11/25 at 6pm.
04/11/25: Logging into my account, checking internet service status; it shows that my service is estimated to be restored on 7/11/25 at 6pm.
Any idea as to why the resolution is taking so long, and if this is likely going to be the norm for EE support-wise? I understand that the issue is now in OpenReach's court - but I can't live with a service that's this flaky and support that's this toothless!
Even if the fix does come by the 7th, I seriously think I'm going to have to consider looking elsewhere. Maybe even go with StarLink, as the range is good where I am and the speeds would be higher than the copper that I'm getting from EE. YouFibre is coming to my area in the next year, so that's the long-term plan sorted!
Kind regards,
Alfie.
