Help please re Full Fibre

[Marg0105]

I am struggling to get a proper answer from the 'Guides'  so think I need to escalate the problems I've been having with EE but I cannot see on their website how to speak to or email someone about the mixed messages I'm getting from them.

I have been promised a 'free' upgrade to Full Fibre (FTTP) and a couple of weeks ago my neighbour had it installed by 'Open Reach' I spoke to the engineer who confirmed that was what he was doing so phoned EE to ask for mine to be done. The person could not tell me & promised to get back to me - she didn't phone!  BUT a couple of days later  I had a letter correctly addressed to me inviting me to "Upgrade today" by scanning a QR code or phone. I naturally thought she had sent a letter rather than phone me.

I have just phoned & spoken to a guide (after waiting half an hour) who told me it wasn't available yet!!!! When I  asked why not, he tried to shift the blame to Open Reach. I understand they are not yet co-ordinated but the complete lack of any accountability is driving me mad! The person I spoke to suggested the way to take it further was look on the Website for the complaints section but I cannot find it so thought I'd ask on here please. An email address would be good if not a phone number.

Thank you 

[JimM11]

@Marg0105 It is an online form, just fill it in with the detail, and where it say's go to the webform, but all the details in case you need them.

Make a Complaint | Contact Us | EE

[XRaySpeX]

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

[Marg0105]

Thank you both.😉

Here is the result XRaySpeX I don't understand it!  I looked at my neighbours address and his is slightly different I can post that if it may help explain the difference. We are both served by cabinet 27.

is served by Cabinet 27

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Handback Threshold(Mbps)	WBC FTTC Availability	WBC SOGEA Availability
High	Low	High	Low
VDSL Range A (Clean)	80	65.1	20	19	57.4	Available	Available
VDSL Range B (Impacted)	80	60	20	17	49	Available	Available
Other Offerings	Availability Date
VDSL Multicast	Available

Exchange Product Restrictions	Status
FTTP Priority Exchange	N
WLR Withdrawal	Y
SOADSL Restriction	N

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

[XRaySpeX]

That's right! FTTP is not available there & it is not a priority exchange for it. Have a look at Openreach Fibre Checker to see what plans they have for it, if any.

Your neighbour's availability table will contain a line for:

WBC FTTP

& probably a diff cab.

[Marg0105]

Thank you XRaySpeX

According to Open Reach on the link you kindly provided it IS available. The cabinet number is the same for both premises.

 I begin to realise I have strayed into the EE area of   "Let's not bother with existing customers. They are stuck with us, 🤣  unless they pay the exorbitant escape fees in which case we win twice🤣"

I hav submitted a formal complaint about the issues I've had since I mistakenly moved to EE though not holding my breath for any resolution.

[XRaySpeX]

What OR tells you is whether they have laid the infrastructure but they may have not released it for sale to ISPs thro' BT Wholesale.

[jac_95]

@Marg0105 @XRaySpeX , cases like this is usually when there's a records missing match or there's multiple addresses for the same property or multiple NADs.

@Marg0105 using the BT Wholesale checker (instructions also available at https://landlinesgo.digital/checkmyline ) try the following:

1) Try using your phone number (if you have one) to start with

2) Try the Address checker, only enter the postcode and then see if multiple addresses that may be similar appear in the drop-down. Go through each of those to see if WBC FTTP is shown as available for that record.

3) You can also try the UPRN search to. If you are unsure what your UPRN is go to https://www.findmyaddress.co.uk/search

If it is a record issue EE can request an ORDI request to align the records across the multiple databases correctly and make the corrections.

[Marg0105]

Thank you to you all who offered advice on this issue.

As Jim suggested I raised a gently worded complaint and was contacted quite soon after by phone,  text & email. The chap listened patiently to my accumulation of issues and offered to investigate - which he did.

As Jac_95 suggestd there was a complicated confusion over my account numbers with BT/EE and this has now been resolved and an appointment booked for FTTP! Hurrah!! 🌈 💥

Thank you once again

Marg0105

[Leanne_T]

Hi there @Marg0105 

Thanks for coming back and letting us know. 

Really happy to hear you have an appointment booked now 🙂

Have a lovely Sunday. 

Leanne.