Installation pending forever with no ETA

[ee_kash]

Hi EE Community,

I’m extremely frustrated with the lack of progress and poor communication around my broadband installation. Here’s a timeline of what’s happened so far:

1. Ordered EE broadband on 25th Feb, with an installation date scheduled for 14th March.

2. An Openreach engineer visited on 11th March, did some external work, and informed me that a civil team would need to plumb the wire under the drive. I was asked to complete some forms.

3. 14th March passed with no visit or update. I had to call EE myself, only to be told the installation was delayed to 25th March.

4. Civil team came around 20th March, completed the plumbing. The wire is now ready, sitting right next to the house.

5. No one showed up on 25th March. Another call to EE and I was told the new date is 4th April.

6. 4th April came and went, again with no visit or notice. This time, EE says there’s no ETA at all and I just need to wait indefinitely.

While I’m told Openreach may compensate £6/day from 14th March onwards, that only helps if the service is ever installed. Meanwhile, I’m paying £10/day for temporary internet, which is not good enough for me to work from home effectively.

This whole process has been a communication failure from both EE and Openreach. I’ve been more than patient, but this is now over eight weeks of delays with no accountability or firm resolution. It’s incredibly frustrating to be stuck in limbo like this.

I’m genuinely considering cancelling the order and switching to Virgin Media — which is a shame, because everything is already wired up, and all that’s needed is the final connection.

Has anyone else been through this kind of situation? Any advice or escalation route that actually works?

Thanks,
[A very tired customer]

[Chris_B]

@ee_kash   I would start with THIS   But it also comes down to availability of an engineer to come out and do this and that is down to open reach scheduling and availability of an engineer. 

[ee_kash]

Thanks Chris, I have a complaint open from 14th March. By their own admittance, EE do not take any action on these complaints if the installation is pending on Openreach side.

[Mustrum]

@ee_kash   it is always difficult knowing how long an installation will take when you don't have any of the telecoms infrastucture needed already fitted in your property.  When you then need surveys, digging up roads and drives the whole process takes even longer. 

Compensation is fine, but is only provided once a committed date is provided, not the estimates.  So do make sure you have got a committed delivery date.

Do however keep on top of your calls to CS, ask for your delivery to be escalated, to exec complaints team if needed.

Don't always beleive that there is no information, there are limits, and there are restrictions on what EE can do/speak with Openreach - blame Ofcom, it is the same for all ISP's - but EE will get updates in the timescales that Openreach advise, usualy after 2-3 days.

Alas no one on here has account access, so can't give you specific information about your circu,stances.

HTH

[ee_kash]

Hello Mustrum,

I guess I will have to do just that. Thank you for your thoughts.

Just to clarify, I live in a busy suburb and everyone around me has Openreach connection. The previous occupants also had internet buy apparently that was copper, and OR needed to replace that wire, which they already did four weeks ago. Only the final step is pending, and there is hardly any possible reason for taking so long for that. I cannot imagine any.