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. 

[Jonnygalbraith]

Still no updates. Amazing that EE don’t feel it necessary to call to give an update on what is happening. I have been promised calls several times that have never happened. Still completely in limbo with no way forward being explained to me at all. 

[Peter_W]

@Jonnygalbraith I'm disappointed to hear that you're feeling out of the loop with this one, especially if our team have advised they would be calling you back. 

Did they give a specific time for this, or was it more a case of when there was an update? 

Peter

[Jonnygalbraith · Accepted solution]

I was given a timeframe but no call. That was last Monday the 9th. EE failed to contact me at all since, and I have managed to successfully switch to virgin media to finally get back online. As this was booked with a one touch switch I assume my contract with EE will now properly end. 

I have a complaint open with EE via the web form since 5th Dec. Yet to receive any reply. I would appreciate if anyone on the forum can help me to get some direct contact with EE rather than me wasting time on the phone which has been frustrating over the last month. All I would like to do is confirm my account is closed and understand compensation/end of contract finalisation. 

[garybs29]

TBH I'll thin you'll be in for a shock if you had a contract left aas you'll have termination fees as you never gave the agreed time to fix an issue (30 days as far as I'm aware)

[Jonnygalbraith]

Wouldn’t surprise me that they want to charge for services not rendered. I don’t see how anyone could see the effort put into restoring my service as sufficient. Not once in over 3 weeks did EE contact me to give me an update. Happy to take up with ombudsman. 

[Peter_W]

Hi again @Jonnygalbraith, I'd definitely recommend giving our team another call, and they'll be able to check the complaint on your account and confirm if your webform has been picked up. 

Peter