EE and OpenReach complaint

[ndhweb]

Hi all,

I'm writing on behalf of my parents (85 and 87)  who were convinced in October 20204 to have full fibre fitted to their house. They were the only house in the street not on full fibre and it was a free installation (get the last house on the street done).

Then followed the mess.

It has taken from October until now (February 2025)

It took Openreach until the start of January to fix an issue with the line that they had installed (no braodband or phone).

Broadband was restored at the end of January and the landline partially.

The landline can make outgoing calls but only take incoming calls from EE customers.

As vulnerable pensioners they rely on their landine and have been let down by EE (Openreach by proxy).

They have a compaint raised with EE but nothing happening regarding fixing the issue.

Can aonyone offer any advice about escalatign to resolve the technical issue and also claiming compensation?

Nigel

[Christopher_G]

Hi @ndhweb 

Welcome to the community.

I'm going to send you a private message to try and get you some help with this. Could you take a look at your community inbox and get back to me please?

Thanks

Chris

[Dav-B]

Hi Christopher

I have a similar problem. Since changing to EE and DV (which I was told everyone had to) I can't make outgoing calls from my landline, but can receive incoming calls. I have a permanent engaged tone on my line. I have gone through all the checks with the help department and even had a visit from an engineer, but the fault persists.

I am 81 years of age with medical problems and rely on the phone to get help. At the moment I can't call an ambulance or my daughter for help, or anyone for that matter. I'm very worried and scared what might happen to me.

Thank you in advance for any help you can offer in solving this problem.

Regards

David

[Leanne_T]

Hi @Dav-B 

I am very sorry you're unable to make outgoing calls since changing to Digital Voice and understand how worrying this must be for you.  

I will certainly try help you with this and have sent you a private message on the community to get some extra details.

Speak to you soon. 

Leanne.