Broadband not connected

[rothsaygardens]

Broadband was supposed to be connected and switched over today. Engineer came but couldn't complete it because the cherry picker was unavailable. Engineer was going to get back to me with a day and time to complete the job, no reply. Spoke to an EE call centre person who was going to get back to me with a time and day, no reply. Contacted EE on twitter, no response at all. So my broadband contract finishes at midnight and I will have no broadband and no idea when it will be connected because nobody appears to want to tell me. Now looking at other providers

[Schockwave]

Hello @rothsaygardens ,

Welcome to the community,

There is no account access here, this is not customer service, but a public forum, where people will try and help where possible.

You will have to contact customer service, I would suggest first thing in the morning where they should be able to help give you an answer. They will probably have to also contact Open Reach, as they are the ones dealing with Broadband connections. I am sure they will turn up with the equipment to sort your broadband, as soon as they can, as you wrote they need a cherry picker and that may be the reason for the delay, as you said they told you it was unavailable at the time, so am sure when it is will be back.If you go to other suppliers, you would have the same problem and a longer wait, more than likely.

[Mustrum]

Hi @rothsaygardens 

It sounds like your broadband change was not just a simple change of provider.

Why was a cherry picker needed and who is your existing provider?

It takes time for Openreach to update the engineers report before EE know what has happened, and then get a new engineer visit. The engineer won;t yet know what he has scheduled and when the job will get rescheduled.

If you change provider now you will only add further delays before a new provider can take over the line due to Ofcom regulations.

I suggest you give all parties involved some time to work out what is going on, but do contact EE Support tomorrow by phone for updates.

Too slow. @Schockwave types much faster!

[Schockwave]

@Mustrum  Not always, but I did learn to type with more than two fingers, and trained to type fast, not sure how fast I now type, but I first learned to type on a manual typewriter, much harder than electrical ones! 

[pip11]

@rothsaygardens  So far you haven't stated why the cherry picker or indeed the engineer was required. What service were you having installed? Was it FTTP?

Are you aware that even though you are quite able to look at another provider, if they use the same Openreach network then there will be a 2 week lead time for install and still the need for the cherry picker. By all means kick the can down the road for 2 weeks and face the same problem again if you wish. The choice, as they say, is yours.

[XRaySpeX]

With CityFibre on the scene nowadays there is now in many areas more choice than OR ISPs.