Fibre Broadband Installation

[Pageaj]

My Full Fibre journey started in mid November with Sky. After a lot of incompetence on Sky’s behalf, I’m trying to get EE Full Fibre instead.

So, 10 Jan I ordered  Full Fibre from EE.

Surveyor came shortly after and said the Civils team will need to install ducting. Start of February, a Civils team came to the street and said they are clearing a blockage  for installation at my address BUT no ducting installation. 

NOTE: The external work has been marked as complete.

The following day, EE told me the Civils work was complete which I challenged. I was told a new visit would be arranged and I would hear from Openreach about the external work.

I then heard from Openreach and a new date was arranged. Mid February an internal install engineer arrived and said they couldn’t do much and I won’t get an installation that day. They installed the OTN and CTP, then put the termination point somewhere they thought would work and said they would advise Openreach that the external work needed to be completed.

Today (11 March) booked for the external ducting work, and guess what an internal engineer arrived and couldn’t do much.

Called EE connections team and nothing could be done, I’ll have to wait.

All I’ve had so far is the Connections team ‘making excuses’ for Openreach and a lot of sorry’s.

I don’t actually know right now if the incompetence is in EE or Openreach but no matter what, I have to tell the story again everytime I call and then it’s ’I’ll look on the Openreach portal’ and then the excuses and my favorite, there’s nothing I can do it’s all down to Openreach. (Which they should now rename to OpenHowOftenDoWe GetItWrong’.

The Civils team that turned up on a Saturday morning didn’t expect they would have to dig up a road and driveway to get the ducting to my house and just wanted to go home on time. 

Right I’m hoping some one here has a way of escalating direct to OpenReach so I can call them out and get this actually installed or a way of getting EE to take this seriously.

Right now, most of my neighbours have Full Firbe. If only the ‘Civils’ team that were in a rush hadn’t marked the external work as done as all I’ve had so far is ‘but the system says the external work is done’. When I ask to take this higher in EE the response is we’ve raised a complaint. 

Anyone got a way forward please?

[JimM11]

@Pageaj All you can do is contact EE CS, they are the only one's who can speak to OR about the reason why you are not getting the fibre laid to your property, if you have to go across a road then that is a problem that OR have to deal with and is NOT a straight forward task.!

[Pageaj]

I have spoken to CS three times and asked them to call OR and get them to change the marker on my account that says the external work has been completed. Each time they say, they have no control over OR controls and can’t do anything.about it.

The third time I called, it seem the previous CS agent changed my install date from the 18th Feb (when an internal engineer was coming around again) to the 14th April. Now all I get is they can’t do anything until that date. Great move that one so I stop calling four a month.

On every call I ask for this issue to be escalated higher in EE. (I now have an open complaint for about a week, ordered 10th January) but I want to get to someone more senior who is able to actually think rationally about this situation and has the willingness to do something about it. 

Has anyone got any advice how to get the CS agents, who obviously don’t care they just want to get us off the call,  to actually do their job and get broadband installed. Or at least to get the issue escalated higher with EE.

Any help would be greatly appreciated.

Thanks in advance.

(Additional question: does anyone know if EE actually has any employees on this community website that can be contacted for an alternative view point.)

[XRaySpeX]

Yes, there are EE Community Staff present here but they, like us ordinary users, cannot deal with the specifics of your individual a/c, only addressing general matters.

[Leanne_T]

Hi there @Pageaj 

I am very sorry you have had this experience joining us and I understand how frustrating this will be for you trying to get this resolved. 

As @XRaySpeX has advised, we have no account access on the community. 

If you have an open complaint, this should be picked up by our dedicated complaints team, who will make sure things are fully investigated and be in touch with you. If you would like an update before the team get in touch, please try calling us again when you have the chance and the team can check the account for you.

Please keep us updated with how you get on. 

Leanne.