Extend your broad band ... but no broadband available in my postcode!

[biggoodbob]

Got an email saying my bb contract is coming to an end. I try to renew to be met with a statement that broadband isn't available in my post code. Since I bought the house 12 years ago I have clearly been living under the misapprehension that I have broadband. [Note to EE: can I have back all the money I've paid for this non-existent broadband?]

I put in a complaint on 5th October 2026, which was acknowledged, but of course I've had no follow up. The complaints page the delay is currently 7 days. I look for the complaints code of practice and am met with this page :  https://ee.co.uk/regulatory which doesn't bother to put a download link in. 

When I thought I'd cancel I was promised a call back at a specific time - of course this didn't happen.

Is recorded delivery the only way to get through to EE? No, I'm not hanging on for 30+ minutes.

[XRaySpeX]

The BT Wholesale page is mainly to give us info about your BB situation that you may not be aware of. There is no need for you to understand it.

[biggoodbob]

 

 

[JimM11]

@biggoodbob No problem you are good on the Forum, doing well so to speak, my BTW linked below if you need to go look compare. Once your posted picture/s get's checked and cleared everyone get's to see it, just takes a little time on approval.

Solved: Re: Broadband Renewal Process - Book Installation Slot ?? - The EE Community

[biggoodbob]

Now that my worries about being cut off have been assuaged I will look at this stuff in the morning and see if I can understand it.

Thank you both so much for your help. 

[XRaySpeX]

You do have BB there, FTTC (VDSL2) up to 80 Meg which is the same as the plan you are on, EE Fibre 50. EE will be equally aware of this.

[biggoodbob]

Thanks again. They may be aware but their website denies the fact. 

[JimM11]

@biggoodbob As @XRaySpeX points out FTTC sure is there, so may be an oops with legacy / new product at the EE end, if it becomes a hassle for you do the OTS and see what else is available with your 80/20Mbs speed for other ISP's. See you said you are not on DV Digital Voice connection so you must have one off the older EE Hubs also wonder if that is an issue thought EE were moving the legacy customers to the new system but that may just not have happened yet. See the range linked.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

[shakey19811]

check here whats available  n your postcode https://www.openreach.com/fibre-checker unles it a very rural area i

[biggoodbob]

Full fibre: "We’ll be building in this area in the next year." The site also says
Fibre to the Cabinet Broadband - available to order.

I just looked at Sky too, and they say broadband of any sort isn't available.  

Whom to believe?

[biggoodbob]

Just looked at BT - it's available. Looked at EE again - not available. Words fail me.