BT Open Reach Issues

[Diplodocus1]

We're currently waiting for BT Open Reach to return to complete our fibre installation. We upgraded from standard broadband as it was so slow to fibre. The installation was completed but BT Open Reach found a fault on the line which they seem unable/reluctant to rectify. We've now been without internet for three weeks and despite many calls to EE were no further forward as EE say they're waiting for BT Open Reach to schedule the repair. We've been customers with EE for years and feel let down with the lack of action we're recieving. We're now told the situation is going to be reviewed on the 18th of February but as we were told it would be resolved by the 10 February and wasn't I'm not holding out much hope. Very frustrating as you don't seem to have any influence over BT to get anything resolved 

[Mustrum]

@Diplodocus1    Is there somwthing we can help you with?

[Mustrum]

@Diplodocus1  after posting a blank reply, I can now see you have edited your post.

This is not customer services and no one has account access.

Have you raised a Complaint? https://ee.co.uk/regulatory 

[JimM11]

@Diplodocus1 Is the current state that your installation is now fully done outside and inside, and that when finished threw up the fault, so now you are just waiting on that to be sorted out. Unusual to be left without your original not in a working condition even when fibre install fails. EE have zero influence over OR, as they are the network infrastructure supplier to many broadband suppliers.

[Diplodocus1]

Yes we were totally complete apart from the fault they found. Unfortunately they disconnected the old BT cable so we have nothing.They seem to be a law into themselves unfortunately, the wait continues.....

[Mustrum]

@Diplodocus1    have you asked EE for extra data on your mobiles if they are EE, or asked them about a mobile router?

There is automatic compensation, but that is not much good to you at the moment.

[JimM11]

@Diplodocus1 Did they ask you if you wanted the cable disconnected, and you agreed to it? Don't answer that question would not like to have any compo held back for any reason.

[JimM11]

@Mustrum This auto compensation is a long drawn out affair, and EE don't pay when the OR Contractor marks the job as customer not ready in there job ticket, even though they a PLONKS, arrive late and have the most ridiculous and stupid way for install, but what they say goes and that's the end off the story unless you wish to stand up and fight it out, NOT worth the hassle for sure!

[Diplodocus1]

Yes they have lent us a mobile router but we live in a rural area which we receive only 5mbps at best anyway 🙁