Fibre to Premises package

[BigMoab]

Hello. 

I recently switched over from BT to EE using the full fibre package and everything was fine. Openreach came out to my flat and installed something above our door and everyone else's within the flats and tinkering around the box outside our door in the cupboard. Everything was fine.

Then things started to slow down amd got a text from EE to confirm some information.

Turns out, the job was cancelled without telling me because of a Multi dwelling issue or access issues? Is this standard practice or should I pursue it further, it's all the information EE gave me over the phone.

I have checked that FTTP is available where I live, so why was it cancelled?? 

Thanks in advance.

[JimM11]

@BigMoab Your post is vague with the description information, if i read it correctly, you should still have a broadband connection from EE with the old service supplied, now waiting on the FTTP to be completed as a upgrade installation to your premises, is that correct? EE CS are the only people who can tell you why the job has ground to a halt, could be one of many reasons.

[Mustrum]

@BigMoab  It sounds like Openreach may have run into issues with the landlord of the building.  Do you know if they have been contacted?

Are you able to post the results from a BTW DSL check, hide your phone number, or address is you use that, but post the whole table - it may give more info about any issues. https://www.broadbandchecker.btwholesale.com/#/ADSL 

[Fuseonic]

How long have you been waiting for the install, I had similar issues and the only update EE would give me is Openreach were waiting for a survey and continuously giving a review date of a week later. After 2 months of getting basically the same update from Openreach via EE, I emailed the CEO of Openreach who passed it on to a member of his team who basically got it all installed within 2 weeks. We didn't even have the white boxes above our doors, they came and did that within days of the email and then annoyingly it took another week to get the job closed down in their system so they could progress to installing it in my flat.

Not sure if you will get much of a response from the CEO if its still within their install SLA (which I believe is 30 days), but if you have been waiting a while then it's worth a try. You can easily find his email on Google.

[BigMoab]

It was within days when they started work. They were very swift and all the cabling and fibre boxes were above all of our doors. 

It was after this that progress slowed and came to a stop. Openreach cancelled due to Multi-Dwelling/Access Issues which is nonsense unless our Landlord blocked the change which I can't understand why they would? All the work has been done! 

[BigMoab]

Technically I'm not an EE customer as the package to transfer me from BT to EE was cancelled so I am still with BT. According to EE, it was BT/Openreach that cancelled it so I haven't a clue. 

I had to send my Wifi-Disc back but they sent me a new one because the EE deal hadn't gone through! 

EE told me Openreach cancelled because of Multi-Dwelling/Access issues. All the work externally has been done so it's vague to me. Maybe our landlord has blocked the change? Even though the work is done and everyone will be fibre in a few years??

[BigMoab]

I haven't been contacted, however I have contacted them myself.

Here are the results:

 

 

 

 

 

 

 

[JimM11]

@BigMoab If you are still a BT customer due to the cancellation, then unless BT have taken up your request you are in no mans land, you need to direct all of your questions to BT CS, and if you are not happy with that BT Group is were you need to go. Not surprised as MDU and Landlord will be your biggest issue.