Broadband outage

[Peter-L]

I contacted 150 about a broadband outage, was text a link to chose the help I need, that sent a text from the EE Faults team on 66033 to send FAULT to run tests. The diagnostics bot advised there is a fault in the area, plus a date and time to get me back up and running two days later, plus a link to track progress. Although inconvenient, so far so good. However, the progress link takes me to a general EE page, nothing to do with faults. Furthermore, on repeat visits to 150 and sending Fault to 66033 I was given later dates, now estimated over a week from the initial fault. Is there a way of speaking with a human about the fault that I’ve missed somewhere? I’ve tried searching via EE’s app and website over my weak <1Mbps 5G connection in rural Suffolk. Perhaps this forum can help? I’d like to know what the fault is, how serious or otherwise it may be, and whether I can be sent a mobile hub/router while waiting. My wife and I both work from home and tethering our laptops to our mobiles can support email and file sharing, yet can’t support video calls. Plus our TV services don’t work at all. Please advise, or better still, can someone at EE please call me? Yours in faithful anticipation, Peter

[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.

No one will contact you from this user discussion group other than thro' the medium of these forums by posts such as this. Anyway we haven't the faintest idea who you are. You need to phone CS.

[JimM11]

@Peter-L Have a look at what your package from EE Supports. Standard is the latest name to get the Keep Connected and the older was called the All Rounder.... EE are the ones that possibly can explain if OR have advised what is required to be done. Fix takes as long as it takes. You need to be calling EE CS, the Forum is public so do not expect anyone from EE to be calling you from this posting.

Standard and Fibre Broadband Plans Terms and Conditions | EE

[Peter-L]

Hi @XRaySpeX, thanks for the advice. Unfortunately, due to my weak mobile connection, every time I tried the  Check service in your area I was asked to setup an account.

However, possibly because I responded to 66033 with "I need to speak with someone please" the following morning an EE 'Guide' called at 8am. They were super helpful, explained the default repair time is 2 days (as agreed with Ofcom), checked the status with Openreach and relayed details about the fault (that required a lane closure on a highway - hence the extension for their request to be approved). The Guide offered to send a 4G Hub that arrived the following day by DHL. It's now set up and providing a reasonable 6.5Mbps connection that sustains video calls and TV streaming. So I'm a happy customer.

A hot tip is that if you ever need to speak with a Guide, rather than the automated bot service, simply text GUIDE to 150.

[Peter-L]

Hi @JimM11 , thanks for the advice. Unfortunately, calling EE CS via 150 generated the text messages and the bot response.

However, possibly because I responded to 66033 with "I need to speak with someone please" the following morning an EE 'Guide' called at 8am. They were super helpful, explained the default repair time is 2 days (as agreed with Ofcom), checked the status with Openreach and relayed details about the fault (that required a lane closure on a highway - hence the extension for their request to be approved). The Guide offered to send a 4G Hub that arrived the following day by DHL. It's now set up and providing a reasonable 6.5Mbps connection that sustains video calls and TV streaming. So I'm a happy customer.

A hot tip is that if you ever need to speak with a Guide, rather than the automated bot service, simply text GUIDE to 150.

[JimM11]

@Peter-L As long as it is all working and you got what was required when EE sorted it all out.👍