Full Fibre Order - congested duct EE and OR frustration

[Kingrdf]

Hello everyone,

I signed up to this community as you are my final hope. We ordered full fibre moved to this property that previously only had a max 76mb connection or something which from the looks here, came out of a standard phone box sign a sky splitter (In 2025?!)

morrisons communications (I can’t remember the correct name) arrived last Thursday and he installed the box inside and outside at the house, drilled hole put cable through. All good. But he said he can’t pull the cable from the street level because the duct is congested. He said he rather does everything he can and logs it as a half complete job than incomplete job. He said civils team needs to come. 
i then get a openreach text saying sorry for missing the appointment and please reschedule. No word from EE 

I then scheduled the next available OR appointment just to make sure to have one. I then call EE who opened a complaint with EE that is then closed via email in the night. I called again yesterday and EE man on phone tells me OR needs to apply for a permit but he can’t tell me what permit due to GDPR??? He then offers to post a 4G router. I asked why not a 5g router. He then became snappy. 
OR is giving EE an update on 15th August apparently and EE tells me I should call EE to ask for an update then. Why doesn’t EE call me, I am the customer?! 

does anyone have experience with this. The engineer on Thursday said it doesn’t look like digging on the pavement is needed. He mentioned high pressure water or something. He also said that once this is done. The final job is 20min for the next engineer to lead the cable to house and connect it to the box on the bottom of the house? 

thank you and I hope you guys can help me. 

[Northerner]

Hi @Kingrdf 

This is a common issue, try searching Google. For example:

https://youtu.be/ryAh3FBUpS4?si=g_oXD7-8Ri_D7shq

The permit is likely to dig up the pavement. They have to be careful if other cables are also present as if they are damaged that causes additional problems. 

Thanks 

[Kingrdf]

Yes saw that video thank you. How common is this and how come ducts are not checked while they install fibre on UG level?

the congestion is pavement I assume OR needs a permit from the local council? 

how long is all of this? Is it worth waiting. I sense this will never be fixed. 
why doesn’t EE offer a 5g router in the meantime? 

[Northerner]

@Kingrdf 

Same argument for the drains which are never cleaned and result in floods. They just are not a priority.

Permits will need to be requested as workmen are on site, risk assessments, H&S....etc.

No idea how long this will take as you'll need to speak to EE and keep chasing them. Again on the router I assume it will be cost related. 

Thanks 

[Kingrdf]

EE doesn’t do much. They can’t tell me anything except that OR will give update on 15th August. But EE won’t call me. I need to call them haha great service. 

also fibre should be a priority drains too. Its infrastructure. Why do we pay taxes?

[XRaySpeX]

Well, it's all in the hands of OR. EE can only report to you what OR says.

[Kingrdf]

Nicely put. Blame shifting is a specialty in this country 

[XRaySpeX]

Pardonne, s'il vous plaît?

[Kingrdf]

EE does not care about this issue at all. I was now on the phone with them probably 6 times since. 

[JimM11]

@Kingrdf Until OR manage to get the duct unblocked and the Fibre run up the duct, that's it, will take as long as it takes and EE can lip service you every time you call!