EE Full Fibre order from 7 August – weeks of delays, cancellation, conflicting e

[PaulMV]

I want to document my experience with EE because I think other customers considering EE Full Fibre should know what has happened.

I placed my Full Fibre order with EE on 7 August 2026.

Weeks later, I still had no confirmed installation date. I repeatedly contacted EE for updates and was repeatedly given explanations involving Openreach.

Eventually, after yet more delays, I made a formal complaint and specifically asked for a senior manager to investigate and resolve the situation.

The result was that my original order was cancelled. I received an email and text from EE confirming the cancellation and telling me to return the equipment.

At the time, I was told that the senior manager had cancelled the order.

Today I received a call from EE's Complaints Department to discuss my complaint, and I was given a completely different explanation. I was told that the senior manager had NOT cancelled the order and that Openreach had cancelled it.

I questioned this because I wanted to know exactly what had happened to my EE order and what EE had done when supposedly informed by Openreach that the order could not proceed.

I still don't have a satisfactory explanation.

I then attempted to place a replacement order with EE. I was quoted £56.99 per month, which is more than £130 a year more than the price of the original deal I had taken out.

I was told that the original online price could not be honoured.

So, after waiting weeks for EE to deliver the original order, I was ultimately left with the choice of paying substantially more for a replacement or taking my business elsewhere.

The handling of my complaint has been just as frustrating.

During today's call, I made it very clear that I was not satisfied with the explanation I had been given. I ended the call and explicitly told the representative that I wanted the complaint escalated to higher management.

Within approximately a minute of ending the call, I received an email from EE saying that my complaint had been closed.

I did not agree that the complaint had been resolved and had specifically asked for it to be escalated.

At this point I have had enough.

I accept that problems can sometimes occur with Openreach and that installations don't always go according to plan. What I don't accept is the weeks of chasing, the conflicting explanations, the cancellation of the original order, the refusal to honour the original price and the way my complaint has subsequently been handled.

I have kept the emails, texts, order information and other correspondence relating to this.

I'd be interested to see whether EE can provide a clear explanation of what actually happened to my original order, who cancelled it, when it was cancelled, why it was cancelled, and why EE cannot honour the price of the original order.

As things stand, I have decided to take my business elsewhere.

This is my personal experience of dealing with EE, and I'm posting it so that other customers considering EE Full Fibre can make their own decision with the full story in front of them.

[JimM11]

@PaulMV Does the Forum take it that you currently are on a FTTC product with EE and trying to upgrade to a FTTP supplied service?

OR Openreach are the responsible party to get FF Full Fibre to you and that takes as long as it does with whatever complications / delays / survey's that OR have to do, including cancelling the order if not viable for them to complete in a timescale provided etc.... No point promising something not achievable to be hit up for compensation claims.

The address checker below may throw some light on it, fill it out and take the look see.

BT Broadband

[PaulMV]

@JimM11  Thanks for the reply. Just to clarify, I'm currently with Virgin Media for broadband — this wasn't an EE FTTC-to-FTTP upgrade.

I ordered EE Full Fibre on 7th August, and the issue isn't that I'm expecting Openreach to magically install it overnight.

I completely understand that Openreach surveys and physical works can take time. What has frustrated me is the lack of consistent information from EE over the following weeks.

I was originally given an indication of when the service should be available, but that came and went. I was then repeatedly told that EE were waiting on Openreach, and eventually I was told that Openreach had apparently contacted the landowner twice for permission to route the fibre.

I contacted the landowner myself, and they told me they had received no communications from Openreach.

After weeks of chasing, I finally raised a formal complaint and asked for a senior manager to investigate and sort it out. The eventual response from EE was simply to cancel my order.

So I'm not complaining that Openreach need to carry out work or that unforeseen complications can happen. My complaint is about how EE handled the order, the contradictory information I was given, the lack of progress over more than five weeks, and ultimately cancelling the order rather than actually resolving the situation.

I've also now been told that if I place a new order, the equivalent package is £56.99/month, despite the original order being at a substantially lower price.

That's the part of the experience I'm unhappy about.

[JimM11]

@PaulMV That makes it clearer now, package price is on the day, and if new again then NO chance EE is going to regrade to the price, had it with VF original was £27 did a cancel went back 2 weeks later because Sky did not honour the keep you at the price, VF had went up to £30 in that period so signed up at the higher price, just the way it seems to be with them all.

[Mustrum]

@PaulMV   Not sure what you are expecting from your posts, no one on here has account access or even knows who you are.

Without seeing the output of the BTW DSL checker   it is hard to say what issues Openreach may have to supply a fibre service to your property, but from what you have already said it is not a simple connection to the nearest pole or underground connection..  You willnot get the detail on here as to why Openreach have decided to cancel your order, but like any business if they are not going to make money from the connection they are not obliged to provide a service.. You would need to speak to Customer service or the executive complaints team to get more detail.

[PaulMV]

@Mustrum  I think you have rather missed the point of my posts.

I am not expecting anyone on this forum to have access to my EE account, nor am I asking forum members to disclose confidential Openreach information.

I am documenting what has happened because I have already spent a considerable amount of time dealing directly with EE Customer Services, their complaints process and their Complaints department.

The relevant facts are that I placed the original order on 7 August, was repeatedly given the impression that the installation was progressing, was subsequently told that Openreach had requested permission to route the fibre and had apparently contacted the landowner twice, and then had the order cancelled by EE following my formal complaint.

I then contacted the alleged landowner myself, who confirmed that they had received no such communications from Openreach.

So the issue is not simply that I don't understand that Openreach can encounter complications. The issue is the conflicting information I have been given by EE and the fact that, after more than five weeks, I still wasn't provided with a clear explanation of what had actually prevented the installation from proceeding.

I have already spoken to Customer Services and raised a formal complaint with EE. The fact that I am posting on the EE Community is because I am entitled to share my experience and ask whether anyone can shed some light on what may have happened.

As for your statement that Openreach are not obliged to provide a service if they are not going to make money from the connection, that doesn't explain why EE accepted the order, why I was given the information I was given throughout the process, or why the explanation regarding the alleged landowner contact appears to conflict with what the landowner has told me.

If someone can provide useful technical information based on the DSL checker, I'm happy to consider it. But suggesting that I simply need to speak to Customer Services rather misses the fact that I already did exactly that, including escalating the matter through EE's formal complaints process.

[JimM11]

@PaulMV You have not spent a relative amount off time, neighbour across the street / road separates was 1 day shy off 1 year later getting OR to install FF connection, i ordered 2ndSept 2024 installed Mid Oct 2024, she ordered same time 1 year later connected and OR has it all available to boot but it was not due to a major oops that complete side off the street about 40 homes....

VM stuck there cable in the OR PIA, it meant that OR was not able to get the fibre to the back Pole feeds to all the homes, so they reorganised and now it's cross road, digging up all the footpaths, new ground boxes etc etc and on a job by job basis one total mess from start to finish... All ISP's are caught out so NO compensation for anyone as OR commits then cancels the installs once they realise oops not easy to do now. My FTTP/FTTC OR connection linked below.

(1) Re: Hot and cold messages from EE/openreach is this usual? - The EE Community

[XRaySpeX]

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@PaulMV wrote:

I want to document my experience with EE because I think other customers considering EE Full Fibre should know what has happened.

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Why? Purely out of interest? I'm sure 99%+ of new users' orders do not encounter such an episode.

Fine, you've said your piece & we've commented exhaustively as much as we can w/out you posting the BTW DSL checker   results that was twice requested. Beyond that we cannot go.

[PaulMV]

I think I have made my position quite clear.

I am not prepared to discuss the shortcomings of EE and Openreach, or their apparent lack of customer service, with people on this forum who may themselves be connected with EE. Nor am I prepared to post personal information or details about my line and service on a public forum simply because I have been repeatedly asked to do so.

EE has had more than six weeks to resolve this. During that time I have been given very little useful information, and when I have contacted EE for answers I have received different explanations depending on who I spoke to. One call tells me one thing, another call tells me something completely different, and I have then had to spend yet more time contacting EE to try to establish what is actually happening.

I have spent hours on the phone being passed around, given excuses and, on several occasions, seemingly being fobbed off rather than someone actually taking ownership of the problem and resolving it.

Whether 99% of new orders go through without an issue is completely irrelevant to my experience. I am dealing with an order that did not go through normally, and EE has failed to provide me with a clear, consistent explanation or a resolution within a reasonable period.

I have said what happened, why I am unhappy and why I consider EE's handling of the situation unacceptable. I am not going to provide personal service information on a public forum simply to satisfy repeated requests from people who cannot actually resolve the problem.

If there is nothing further you can contribute without those details, then I am quite happy to leave it there.

[JimM11]

@PaulMV Then it's the best way, you are not an EE customer anymore and none that have replied to you are in anyway involved or employed with EE, only trying to help which is not going to your satisfaction at all.