Fibre install failure

[taperoo2k]

So on Monday the 6th of October we had a fibre connection installed, it worked for a short time after the installation engineer left and then it failed. Which has put me through the merry go round of EE customer service having to put me on hold while they contact openreach who then say "The engineer will call you" and they never do. I've now been told by an EE customer service representative that I will get a call maybe on Monday or by Wednesday of next week.  

We've got no internet service, my nephew is autistic and has already had at least 3 meltdowns due to the distress of not having any access to the things he uses online. I'm autistic myself, so I have been exhausted by trying to get the problem fixed. I'm at a loss as what to do if Openreach continue to be unresponsive, other than putting in a complaint with openreach via the chatbot about the engineers conduct when that opens again. 

[Northerner]

Hi @taperoo2k 

You have done the right thing by complaining. 

You should register read here about vulnerable customers.

https://ee.co.uk/help/here-for-you/account-support-vulnerable-customers

Thanks 

[Lesley_W]

Hi @taperoo2k 

Welcome to our community.

Thanks for sharing your experience and I'm sorry it hasn't been a more positive one. I'd like to see if I can help so have sent a private message to your community inbox.

Lesley

[taperoo2k]

So had an Openreach engineer out today, the fibre connection is fine. The issue is EE haven't switched the account from copper to fibre. He said the fibre only worked because it was in an idle state. I'm having to wait for a phonecall tomorrow to possibly get the issue sorted. 

[Peter_W]

Thanks for coming back to update the thread on this one, @taperoo2k.

I've picked up your private message about this too, and replied now 😊

Peter

[taperoo2k]

Still no fix in sight. Openreach are meant to be finishing up work outside and accessing a locked street cabinet according to the email I got from EE. But the internet is still down. I should be getting a callback or email on Monday from someone at EE. My autistic nephew has had several meltdowns due to his routine being disrupted through lack of internet service. No point using the hybrid connect 4G connection as EE's connectivity is patchy in Oxford city centre due to the removal a mast from what I remember. 

Still unsure as to what the problem is, the openreach engineer who checked the fibre install phoned someone up (same dreadful hold music as EE) who said the connection hadn't been switched from copper to fibre to openreach needing to do further external works from what the email from EE said.