Broadband issues and no help from EE

[AnneMarie2411]

We have a red LOS light, so no broadband and no landline. We don't get reliable mobile signal in our home for a number of reasons so getting in touch with EE has been hell on earth. My partner is an EE mobile customer so has tried 150, only to enter a chat bot spiral. When I try the non-customer number, I get connected halfway through an automated message which cuts off after 3 seconds. Can someone tell me how I can speak to an actual human please?

[Matt_124]

Try texting HELP to 66033 from the number registered on the Broadband Account. This will prompt EE to check your line and will reply with the required action such as booking an Openreach engineer to rectify the fault.

[XRaySpeX]

If it is a neighbourhood issue, you could consult Check service in your area  to see if any faults are being attended to in your local area. You may also Report a Problem there.

Try calling EE CS on the Freephone no.(Opt 1) in my sig.

[AnneMarie2411]

Well, that's the loop we were in. Line checks said line was ok, and then we were sent a link to book a call, a link we can't use because we have no broadband and no signal in the house. Having managed to speak to an actual human by going to our neighbours house to use their wi-fi, turns out there was an Open reach fault in the area which didn't show up on checks thr bot was doing. Proof, if any were needed, communication with humans is key. Also that we probably need a new Internet service provider.

[JimM11]

@AnneMarie2411 The HELP to 66033 from the phone that EE knows about, should have tested direct to your home and EE should have seen that the system was down and not connected, you do need to pursue with them as to why that was just not the case, would ask them to test when it is working, get the report e-mailed to you and then look at they are testing to the correct home, you should recognise your devices as on that report, it's called HomeView+ and you get the pdf from EE.