Failed Switch

[BeckiTS]

We were meant to switch to EE broadband on the 9th, but the Open reach connection never went through. We've been calling every day with the case being referred to to an escalation team multiple times with no resolution. 

Has anyone had any experience with a failed switch like this? I'm a remote worker and we have a toddler, going this long without internet isn't making our lives easy to put it lightly!!

[JimM11]

@KieranStinson Did you get a new ONT there is normally no need for that unless you upped to something like the 1.6Gb/s package at the same time? The ONT would have been assigned to Zen previous but your path is still back to the local Exchange. EE will not be able to help you in the slightest, all they can do is get a 4g modem out for your connection as a Temp measure, OR have to take care of the physical that seems to be done Exchange side now getting the Fibre to the correct OLT for the EE side, once OR let EE know then you will in theory be good to go.

[KieranStinson]

Yes it was a new ONT installation as it was upgrading to the 1.6Gb/s package.

[XRaySpeX]

@KieranStinson ( Are you the same as @BeckiTS ?): No, you can't contact anyone specifically. You could text GUIDE to 66033 to get someone to call you back but I don't think you'll get much more useful explanation than that dialogue with the last agent. In fact, I'm surprised you got that much detail; it's usually just "We're looking into it". .At the end of the day you'll just have to wait on EE/OR.

[KieranStinson]

Husband of @BeckiTS I've been the one dealing with EE regarding the switch, fortunately it has less an affect on me as I don't work remotely.

I'm not overly impressed with ORs response, despite it being more information than most get, whilst they know the issue is CBT related their resolution so far has been nothing more than that they'll have a specialist review it, and then to push the timescales further back each time, despite it apparently being escalted. Is there really nothing I can do to force them to review sooner?

[JimM11]

@KieranStinson Nothing at all, the OR wheels just do not move that fast... If you had NO NEW ONT then it's mainly a software switch that OR like to carry out in the small hours off the morning, goes real smooth, but if Zen/EE are not on the same OLT can be an oops OR end. In my FF OR are mostly defined FF900 exchange wise, only 1 or 2 offer the 1.6Gb/s as it's all Equipment related so I would not touch it with a barge pole yet until it becomes way more common, even then have zero need for that kind off speed.

[XRaySpeX]

You could raise a complaint which could take as much as 6+ weeks to come to some conclusion either way. 

You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[XRaySpeX]

@KieranStinson : Your post of 15:10 has only just appeared. Unfortunately the BTw Checker shows no issues with FTTP at your premises as I thought it might. Probably confused by slower FTTP working with Zen.

[JimM11]

@KieranStinson ""Yes it was a new ONT installation as it was upgrading to the 1.6Gb/s package."" this will be your problem currently and for sure OR to sort it out exchange wise.... FF900 would have been fine.