Can't upgrade to Fibre Broadband, even though Fibre on my street

[PMalmesbury]

Hi, 

I have been trying to upgrade my broadband from FTTC to FTTP. I have placed several orders with EE, have talked for hours and have had 2 orders cancelled by your systems. I've taken time off work to wait for Open Reach engineers who never came. EE have never updated me when they or their systems cancelled the orders.

I have been an EE/Orange customer for ~18 years. Customer service is appalling now, I have no confidence in your ability to process my order. Several EE representatives have said the issue is on your systems, and that I can leave if they cannot fix it. I have spent circa a month jumping through EE hoops, whilst you try to fix issues in your systems. Unfortunately you have given me no option but to leave. Sadly your representatives hands are clearly tied, your systems flawed, and as a result you now have a very disgruntled customer. 

It's amazing how difficult you have managed to make what should be a straight forward process.. you sell broadband, I want broadband.. 

[Mustrum]

@PMalmesbury   first of all this is a customer forum, not EE customer services.

That said, before you go, and run into the same issue with another supplier who uses Openreach, have you looked at the results of the BTw DSL checker?

If you still have an analogue phone number use that, if not switch to the address checker. Post the results hiding your personal details. Use the desktop version, not the mobile one, and make sure we can see the text to the right and below the table.

https://www.broadbandchecker.btwholesale.com/#/ADSL 

This should show why you are having issues.