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.

[JimM11]

@XRaySpeX See if this helps you, but the rules are fluid. Look at BTW with some intrepidation and then the Tranche status.

FTTP Priority exchange :: Fibre Broadband :: think broadband

Openreach Name 28 New UK Areas for Copper to FTTP Switch - Tranche 14 - ISPreview UK

[XRaySpeX]

Ah, OK, @JimM11 . So simply put, "FTTP Priority Exchange" doesn't mean the exchange necessarily has FTTP available to which priority must be given, but that all lines are to be converted to FTTP with a target of at least 75%.

[JimM11]

@XRaySpeX Correct, my little estate although built in the 50's has around 80+ homes, FF available as far as OR concerned Sept 1 2024, i ordered Sept 2nd, and 40 off those homes although the BTW say's available just NO path over to that side, OR have been constantly digging crossroad, new ground boxes and making it up as they go along now, VM stuck there Fibre cable in covered all those homes and the DUCT can take no more, so unless BTW pulled out all the copper and did it as a one shot and THAT's never going to happen they got stuffed by VM, nothing they could do and to date only two people opted for VM one is my son the reason i know and that's for sure..... As for when the exchange in my area went Yes priority got no idea and no longer keep an eye on it at all but somewhere around the six month mark my estimated best guess.

One neighbour got FF strung from the pole all the way to his home, then the contractor scratched his head an went wonder why there is no OR CBT up that pole, duh.... Few months later they came dug up his drive laid in a new duct and patched it across the roadway so at least he is up running on FF but stayed a BT ISP customer, no moving to EE....

[Christopher_G]

Hi and welcome to the community, @arashtbe 

I completely understand your frustration with this, especially with how important your broadband service is when you're both working from home.

You've done the right thing by reporting this to our technical support team, so they can investigate the cause of the issue and work to get your service back up and running as quickly as possible.

Just to clarify something from the earlier replies, opening a complaint doesn't mean you would have to wait six weeks for your broadband issue to be resolved. The complaint would run alongside the ongoing technical investigation, so our technical teams would continue working to restore your service in the meantime.

I'd therefore recommend following the advice given earlier in the thread and opening a complaint online. This will allow a dedicated team to review what's happened, make sure the correct processes are being followed and contact you directly to discuss your concerns.

Please keep us updated on how you get on.

Chris