If its this bad for new customers then existing customer should run

[kayakmoose]

I am amazed at the lack of customer service that EE provide. As a new customer I do not want the red carpet rolling out. I just want clear answers as to when I will be finally switched on?

EE claim that my flat does not have a fibre connection yet looking right at me is a Openreach ONT (box on wall) all plugged in and ready to go

EE claim that despite not being connected to the Fibre Network there is a fault with the line!! is this the line that does not exist or the same line that does come into the flat and the same line that is currently connected to the ONT????

Every other tenant in my building is connected to full fibre and to top it all off the previous tenant of the flat that I live in was an EE customer.

We all know that openreach has a serious communication issue (ironic considering the type of company that it is) but the lack of communication with EE is  just as frustrating.

Its the blind leading the blind with openreach ond EE.

Should customers migrate to other providers? Virgin perhaps, The customer service may not be perfect but at least they have their own engineers and network (cable).

Or should we switch to the newer kids on the block Ufibre?  Again these guys have their own engineers and network. 

You have to ask yourself why are we putting up with companies that are handcuffed to openreach when clearly they could not care what any of us feel.

My next option would be a complaint to ofcom but why should I waste anymore energy on them. They clearly don't waste energy on us as new customers so god help existing ones.

[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.

[kayakmoose]

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessWBC FTTP

Up to 1000

Up to 220

--

Available

KCI2 Assure

Other Offerings Availability DateVDSL Multicast

Available

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

Y

Y

N

Our records show the following FTTP network service information for these premises:-Multi Dwelling Unit Residential MDU Built to Curtilage External Build required.

FTTP is available and a new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

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

[Mustrum]

@kayakmoose   Whilst you already have the ONT, the BTW DSL checker shows that there is still work to be done.

KCI2 and Multi Dwelling Unit Residential MDU Built to Curtilage External Build required. indicates that all is not yet complete.

Have you placed an order or been given an estimate of when it may be complete?

[kayakmoose]

HI. Yes My order was placed on the 8th of June. All I am told is that at some point Openreach will attend. This just leaves the situation in limbo. All other tenants are on and previous tenant was switched on so it is a mystery of what has happened between her moving out and me moving in.

[Mustrum]

@kayakmoose   then you have another anomaly, as the BTW checker does not mention an existing ONT. This could be due to a records or exact address  mismatch or some other problem.

However if you can get details on the ONT serial number, and a willing and knowledgeable CS they may be able to help get to the bottom of the issue. However it may take a bit of digging to get the right person and info to get to the bottom of the mismatch.

Did you use the address section of the BTW checker, the add your postcode and then pick your address from the dropdown list - if not could you do so in case there is that mismatch I mentioned.?