Disconnected broadband

[Jonnygalbraith]

I’ve been without broadband since Tuesday 26th. Raised to EE Wednesday and have been told nothing since. Confirmed my account is active and should have service. Spoken daily with the fault team only to be told it’s with openreach and they are just waiting on them fixing. Very frustrating as I am not kept informed at all if there is any progress or any target date for a fix. Has anyone had similar happen and/or got any advice on how to resolve? It has a big impact on me as my wife and I both work from home and mobile tethering is temperamental. 

[Mustrum]

@Jonnygalbraith   not sure what you mean about not being informed if you are speaking to customer services daily.

Normal fix times would be 72 hours, not including the weekend, so you should be getting some information today or in the morning.

[Jonnygalbraith]

By not being kept informed I am meaning no-one is reaching out to me with any updates. I am having to call daily, and each time there is no info at all as to what is happening or when it may be fixed. I have not called since Saturday morning and haven’t had an email, message or call despite now all Openreach SLAs that I was told about having been missed. 

[Christopher_G]

Hi @Jonnygalbraith 

Welcome to the community.

I'm sorry to hear that you've been having a problem with your broadband. I understand your frustration and eagerness to get this sorted.

It sounds from your description that it's being looked into by our technical team, who will be in contact with you when there's an update.

I hope it's sorted soon for you. Please keep us updated with what happens.

Chris

[Naaberz]

I've been without broadband since the exact same date, can I ask where you live roughly?

[Jonnygalbraith]

Bangor, NI 

[Leanne_T]

Hi @Jonnygalbraith 

Hopefully your broadband connection is fixed soon. Please keep us updated with how you get on.

Thanks.

Leanne.

[L8Again]

This may or may not be related to your particular issue. I am not with EE but I lost my FTTP connection for a week. My ISP reported that it was an issue within BT Wholesale (BTW) that occurred after BTW made some changes to its One Touch Switching software: this change apparently put a cease on some lines resulting in a CHAP authentication failure. The frustrating thing is that BTW is non-customer facing and an ISP can only report back on what it is told by BTW.  To add to my annoyance, BTW declared that the issue had been fixed late on a Friday afternoon but I had to wait until 8.30am on the following Monday for my line to be reconnected. I was told by OFCom that BTW is unregulated: it is just a wholesale supplier.

[Jonnygalbraith]

Does anyone know if there is any way to request an update on the fault without phoning in? I haven’t had any update since Saturday morning. I’m away from home at the moment but no contact at all to let me know what is going on is pretty disappointing service

[XRaySpeX]

Only by calling CS.