Broadband Installation Delays – No Clarity or Compensation

[stuartt87]

Can anyone help me understand what’s going on with my EE broadband installation?

I’ve been waiting since February for it to be set up, and I still have no idea what the issue is. I mean this politely, but every time I call customer service, I speak to someone I struggle to understand, and I can’t seem to explain my situation in a way that gets results.

I was told I’d receive £9 compensation for each day after the second day of a missed installation, but it’s now day 11 and I’ve had no update—no email, nothing showing in my account, and no sign of the money.

So far:

• The first engineer never turned up. I only found out there was an issue after calling the next day.

• The second engineer came and was helpful. He said the issue was external and we didn’t need to do anything our end.

• The third engineer arrived without the right tools or a ladder, so another visit was booked for two weeks later.

At this point, I don’t know who to speak to. Nobody seems to have the authority or knowledge to help me properly. If anyone has dealt with a similar situation and can advise who I should contact to get this sorted, I’d really appreciate it.

Thanks.

[Peter_W]

Good evening @stuartt87. 

Thanks for reaching out to us here on the Community!

Is it a Full Fibre installation that you've gone for here?

Normally Openreach can get this sorted on the day, but environmental factors can sometimes prevent this going ahead as expected. 

Any issues with installation should be noted on your order and used to inform future appointments, though. 
Have you managed to confirm a date for a rescheduled appointment yet?
Peter

[Mustrum]

@stuartt87   it sounds like you do not have a straight forward install, but there are tools that give more info on what the issues may be. If you enter your phone number, or use the address checker, and enter your post code then pick your address from the drop down, and post the results - obscuring your personal info, we should get a better idea. Use the desktop, not mobile version, and include the text below the table.

The people who you should be speaking to is EE Customer Services - however do give them time to get updates from Openreach.

Compensation does not get credited until after the instal is complete, and the time does not start until after the confirmed instal date. In many cases surveys need to be carried out before  a committed install is provided.

HTH

[XRaySpeX]

@Mustrum : Enter where? Does OP know of the BT Wholesale Broadband Availability Checker or have I missed something?

[Mustrum]

Simple omission https://www.broadbandchecker.btwholesale.com/#/ADSL  and too laye to edit original post.

[XRaySpeX]

Obviously!

[stuartt87]

Thanks for getting in touch and offering help.

It’s not full fibre—I believe it’s Fibre 50 Essentials.

Openreach have missed two appointments and failed to turn up at all for the original installation date. Every time I call for an update, no one seems to know what’s going on and I’ve had no emails or proper communication explaining the situation.

They’re now booked to come out on the 5th, which was the earliest available date.

More concerning, I’ve started receiving scam calls from people claiming to be EE, asking me to reset my password via a link to put my account into “maintenance mode”. I didn’t fall for it, but it’s made me uneasy about who I can trust especially when I can’t speak to anyone directly who knows what’s going on.

[stuartt87]

FTTP is not available.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thanks for your response. I’ve checked the website link and spoken to customer services—each time has been a frustrating experience. I know I might sound difficult, but all I want is a clear answer: when will the issue be fixed, and why am I being charged for a service I still haven’t received?

I understand the compensation policy, but I don’t get what a “confirmed install date” actually means. As far as I’m concerned, the moment they send an engineer to get me connected should count. I’ve already had engineers from EE and Openreach visit, so surely I’ve passed that stage?

They’ve already taken the first month’s direct debit despite no active service, and the next payment is due soon. Still, there’s no internet in my home.

[Mustrum]

@stuartt87   First of all I am very surprised your property does not already have a phone line installed.

As for your bill, that is standard practice, you pay for the first month up front, however your next bill is not due until a month after your service goes live.

As for the compensation terms, I have not seen what you have been sent or told, no one on here has account acces, so just pointing out what you need to look for when it is finally paid out. As per the txt from the DSL table, a survey may be required..  They may also need a platform to reach the pole or other specialist equipment.

You will find a calm approach, cups of tea/coffee and choccy buiscuits will help with the openreach engineers when they visit. EE do not have field engineers, so who knows who they were.