Internet fiber instillation

[Irennikolova]

I signed up with EE in October to install fiber internet at my new home. I have both of my phones on EE so I decide it’s a good idea …

They assured me that fast fiber was available in my area and installation would be smooth. Unfortunately, my experience was anything but.

Over the course of four months, I dealt with multiple missed appointments, poorly coordinated engineer visits, and countless delays. On one occasion, an engineer came to my home to complete the indoor installation but realized no external work had been done. He spent an hour on the phone only to inform me that no proper planning had been completed. This led to the job being escalated multiple times (seven, to be precise), but nothing changed.

Throughout this ordeal, I spoke to over 15 different representatives and was given conflicting information repeatedly. Plans were changed six times before reverting to the original, which delayed the process even further. At one point, I was told they needed permission to close the road for external work, despite it being a one-way street. Every time I thought progress was being made, my installation date was postponed—October became January, then February, and now March.

To make matters worse, many of the EE agents I spoke to were dismissive and rude, telling me it was “normal” for installation to take three or four months. This level of service and customer care is unacceptable, especially when I’m paying for a service that has yet to be delivered.

Out of frustration, I contacted Virgin Media. Within a week, they completed all the external work needed, gave me a firm installation date, and were nothing but professional throughout the process. I’m happy to say that Virgin Media will complete my full installation this Saturday.

This experience has made it clear to me how important reliable service and customer care are. I cannot recommend EE for fiber installation based on my experience, but I highly commend Virgin Media for their efficiency and professionalism.

[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.

[JimM11]

@Irennikolova Very similar situation to the area were i live, everything Fibre is overhead from poles. VM came along about one year ahead of OR doing there Fibre installation. One complete side of the street area can now only have VM and NO ONE else, reason why is they managed to get the fibre through the OR duct that they kindly were allowed to use by OR, NOW OR are stuffed as it was a small duct and with Copper cable and VM Fibre in it then NO WAY for OR to get the Fibre they need from the street duct to the Pole, they are stuffed, uptake on VM is so little as all the user's were OR customer orientated before.

This has created a major impasse for OR with now many wishing to change to OR customer based Fibre ISP's and many left scratching there heads, now sent back to OR planning to resolve how the fibre in the street is going to get from there and to a pole to service about 50 or so homes, and it is all down to time/money for sure, poles feed about group of 8 homes. From sept to now they can all get fibre but there has been NOT one install done. Every time we need to dig all up the street, across the gardens to the homes, and with established nearly 60year old homes, the customers are JUST not having it....

The other side were the Major OR ducting is and i am on that side, no issue Fibre available install done anyone can have and OR do a good job, cannot say the same if it gets assigned to one of the contractor's to OR they are no where near as flexible, then again time/money in out as quick as possible.

EE have NO idea what is going on with OR that is why you as the customer end up with the problem, OpenReach (OR) say good to go it's there but it not really so OOPS what do we do next....