FTTP Lasted 4 days

[Dennis66]

This is disappointing. I’ve been with EE on a 1.2Mb ADSL line since 2017, so when FTTP became available this September, I immediately upgraded to a 150Mbps service, which was amazing…..

…for 4 days. Then the cable stopped working.

Openreach engineers out today and there is a cable break some kilometres away which may not be repaired for weeks due to poor workmanship in the installation. No problem they say, just contact your provider and they will provide a mobile hub next day free of charge.

Not so with EE….. I spoke to a ‘manager’ who first tried to sell me something for £57.99, but then offered me a Smart Hybrid Hub on a new contract at £7 a month, delivered in 4 days time.

To be fair, EE did give me a £15 refund when I reported the fault, but then I expected it to be repaired in days, not weeks.

The moral of this story – don’t expect customer loyalty to mean anything nowadays. I feel pretty disgusted by the way EE have treated me and now I’m paying for two contracts for a poorer service (our 4G signal is terrible).

Hope you’re reading this EE.

[Dennis66]

Disappointed. After years of being with EE on a 1.2Mbs ADSL line, I jumped at the 150Mbs fttp as soon as it came available. It was anstalled 1 week ago and was an amazing upgrade....for 4 days!  Then the fibre went down.

According to Openreach engineer there is a fault somewhere 2 kiliometers away which could take weeks to fix, so said to contact EE and get a next-day wifi hub free of charge.

No. EE first offered to sell me a hub for £57.99, then relented to a rental increase on my contract and will send the hub next week!

To be fair, EE did give me a £15 refund when I complained about the fault, but I can't say I feel happy that I won't be getting the fttp speeds I will be paying for. So much for customer loyalty.

[XRaySpeX]

Sounds familiar!

[JimM11]

@Dennis66 Link to the auto compensation, think that No2 should apply since you have now contacted them, and hybrid may be worth looking at if you have a 4g mobile signal.

Automatic Compensation | Broadband Help | EE

[Dennis66]

Thanks Jim,  I'll keep an eye on the auto compensation. Our 4G is very poor here, so I didn't opt for the hybrid hub from the outset.

Are we be kept informed of any repair progress?

[JimM11]

@Dennis66 Would not expect to much for being kept informed, as OR will be doing the fibre repair and that can really be anything so who knows what is even involved, EE will not know much about it, the may get a flag from EE when its done, it's one of those, how long is a piece of string situations. My failed fibre install on Tuesday, now pushed back to 5th Nov, all because the engineer was late previous job held him up, and i was not for having the fibre run down the back of the wall, all around the house from the back to the front, just said your having a laugh he said no serious, i said no way, lets just call a halt, i will re-schedule drill the hole for you, he said wonderful all be done next week then, EE said 5th Nov that is what you get...

4G being poor, then EE should not even offer, chocolate and teapot's that is what my EE mobile signal for 4G is like, web say's wonderful, great 5G outdoor's not bad Indoor's and 4G is excellent all round, kiss my ???.