Internet down for a week now

[arashtbe]

EE disconnected our internet service on 18 September at 16:45 to carry out an upgrade that we never requested. Prior to this, we were paying £42 (double the market price) per month for G-Fast broadband and had a fully functioning service.

Since the disconnection, we have been left without internet for over a week. During this time, we have spent hours on calls with EE, repeatedly being promised that the issue would be resolved within 24 or 48 hours. We were then told the problem lies with Openreach, yet no firm resolution date has been provided.

What is particularly concerning is that EE is now telling us that if we choose to leave, we may still face charges, despite EE being unable to restore our service or even guarantee when it will be restored. If that is not unacceptable customer treatment, I do not know what is.

The loss of internet has had a significant impact on our lives. Both of us work from home and rely on a stable internet connection to do our jobs. Since the service was disconnected, we have had to travel around the city searching for cafés, pubs, and other venues with Wi-Fi so that we could attend meetings and continue earning a living.

It is extremely frustrating to be paying for a service that EE disconnected without our consent, leaving us without internet access for more than a week, while also warning us about potential charges should we decide to leave. We expect EE to either restore the service immediately, provide a clear timeline for resolution, or allow us to leave our contract without penalty.

[XRaySpeX]

You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

You are also entitled to Automatic compensation for broadband or landline issues for loss of service. 

[JimM11]

@arashtbe You can also if you wish post your home BTW information. G.Fast may just be a wholly disconnected product now, that is down to OR and may be nothing at all to down with your EE provided service. Just leave and pay the ETF that EE produces, next ISP can possibly sort out the connection issue, not a lot to go on from your post. Use the address details and hide all your personal info if you do post back.

BT Broadband

[arashtbe]

Thank you for your reply.

well 6 weeks, is a bit long isn’t it? So for next 6 weeks if I leave, they’ll charge me, so no internet in my household for 6 weeks only to complain from ee which will take some more time to get to no where…I’ve been with EE for more than 6 years now, both for SIM and Broadband and this is how they treat loyal customers. Not even allowed to leave.

[arashtbe]

And regarding compensation, they offer £9 per day, not even enough to cover 2 individual’s expense to go out, find a cafe and work for the whole day. I wish they could let us go rather than threatening us on penalty of leaving the contract that they already not providing the service mentioned in it. 

[JimM11]

@arashtbe Do the complaint as @XRaySpeX has posted, then wait the six weeks period but do follow all the points that were posted for you to look at.

[arashtbe]

@JimM11 and continue working from cafe? No internet at home? Is it really reasonable? And what happens after 6 weeks? Do you know exactly what would be the outcome? I’d like to know, maybe it really worth it to be in trouble for 5 more weeks.

[XRaySpeX]

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@arashtbe wrote:

EE disconnected our internet service on 18 September at 16:45 to carry out an upgrade that we never requested.

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It was probably to move your BB from G.Fast to FTTP as G.Fast is no longer available where FTTP is available. To see the score, what does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

[XRaySpeX]

We can only advise you on your options but cannot predict what the outcome will be. Unless you can get EE to do something now your only reasonable step is to carry on the way you are now & keep drinking the coffee.

Even if you try to switch ISPs you could well find it blocked while there is an outstanding order on your line.

[JimM11]

@XRaySpeX Can also be downgrading to sogea service still supplied over copper, does not mean it has to go FF FTTP. OP should get 80/20 split no problems as must be real close when on G.Fast. All supposition at present and real upset poster not getting answer's to what is going on.