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Sam271987
Explorer

‎31-03-2026 08:38 PM

Hi,

So my mum's home broadband has been out for 3 weeks now, something about the Shefford exchange being out and they need an engineer to fix it.

Constantly getting different dates from the customer service team for when it is meant to be fixed, last person told me it was the 31st March it was going to be fixed, guess what it still isn't fixed! 

What do I do now? I'm loosing my mind, she needs the broadband for her work. I've been reviewing them, chatting to other customers online, speaking to the customer service and I swear half of them don't have a clue. She's been promised compensation but that doesn't help with the now for wifi. Any ideas?

0 Helpful
3 REPLIES 3
XRaySpeX
EE Community Star
EE Community Star

‎31-03-2026 08:42 PM

If it is a neighbourhood issue, you could consult Check service in your area  to see if any faults are being attended to in your local area. You may also Report a Problem there.

Have you reported your problem with your BB to EE? They can't do anything about it until you do. Text HELP to 66033 to get EE to test the line & see what needs doing.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
JimM11
Community Hero
Community Hero

‎01-04-2026 09:36 AM

@Sam271987 Waiting game until the OR Exchange issue is dealt with, EE do not get the running updates as to the why/what/when it will all be over with.

0 Helpful
Sam271987
Explorer
In response to XRaySpeX

‎02-04-2026 09:56 AM

Hi,

Yeah it's down all over the place. Lots of people are having the same issue as us.But it doesn't actually come up on the site which is very odd.

Oh BT/ee know about it, I think its now more of the lying that's annoying me from the customer service team, telling me its going to be fixed on several dates now and the last was midnight 2 nights ago and still nothing. Like if you don't know when then just say it. 

But I've looked on ofcom website and they have 8 weeks then I can report the problem to them as communication with the BT/ee is disgusting.

0 Helpful