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.

[debbiemules]

I have a similar problem. I was mailed by Openreach in July to say full fibre is now available in our suburb of Wells, Somerset (South Horrington). They said I could arrange my contract with my provider EE & they would liaise to bring the fibre into the house thru a small hole (freehold terraced cottage, not listed). I did so. 

I have now wasted 3 full days staying at home for Openreach who never arrived. First, I just got a text at 6pm to say ‘sorry can’t come’. Second, a nice guy arrived & said ‘oh they’ve just given this to me to get rid of it, but the fibre still has to be brought to  the house.’ Third, I called EE at 2 to say I’d heard nothing again & on them checking with Openreach was told Jack would be with me at 5 & stay to complete the job. Immediately after I received a text saying sorry they couldn’t complete the job. I again got a text saying sorry they couldn’t get to me. When I called EE back I learned:

* as there is a large old listed building nearby - they have put down that ALL of S Horrington is listed. Incorrect. 
* no one at EE seems to know that Openreach engineers worked at my neighbour’s garden a few months ago and talked about ‘checking rods’ in her garden by digging. 
* no one seems to work from any sort of plan showing what Openreach have done. It is beginning to look like they are just ticking the box to say they have ‘run full fibre’ to S Horrington but are not actually connecting us. I believe government funding was allocated to this. So we tax payers have already paid for this. I am in touch with our local MP Tessa Munt regarding lack of EE network masts. So do I need to include her in this issue? 

I now have a FOURTH installation date of 9 November & need EE to guarantee that this time work will be completed  HOW DO I GET THAT CONFIRMATION IN WRITING FROM EE/OPENREACH. We cannot go on with this farce. 

[XRaySpeX]

@debbiemules : EE won't guarantee anything when they are dependent on OR.

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.