Issues Moving House

[Learle]

We moved house in December and were promised instantaneouse fibre connection in the new property.

We are now 5 weeks without connection and the problem seems to be passed back and forth between Openreach and EE.

Does anyone no an effective way to escalate a problem or at least get a case officer assigned so that you don't have to have the same converstaion with call centre operatives on a daily basis.

[XRaySpeX]

No fibre installation is instantaneouse.

[Christopher_G]

Hi @Learle

I'm sorry to hear that you're having some problems with your broadband. The best thing you can do is continue to speak with our broadband support team so they can look into the reason why it's happening further. You can raise a complaint with them too.

Chris

[Learle]

Yes, thanks Chris. I registered a complaint a week or so ago after a month
without resolution

[Learle]

Still no internet. 8 weeks later. 

I have to wait days between updates. 
Latest being I have to wait for open reach to book an N11 engineer. Apparently the booking could take up to a week to arrange.

[Leanne_T]

Hi @Learle 

I'm really sorry to hear this and hope you get this sorted soon. 

Keep us updated with how you get on with the engineer.

Leanne. 

[Mustrum]

@Learle  does your new property already have fibre fitted or are you waiting for a new installation?

I am unsure of the engineer you are waiting for, but is sounds like a new install or. Some other complication.

If you use the address in BTW DSL Checker and post the results, include all the info to the right and below the table, but hide your address, and we may be able to work out what has gone wrong.

https://www.broadbandchecker.btwholesale.com/#/ADSL 

[Learle]

Hi @Mustrum

The address had fibre broadband previously with Community Fibre.

I've posted the results as suggest below

Any advice would be much appreciated

[image: image.png]

[XRaySpeX]

No image included in your post. only the name of some file on your PC. Use the Camera icon above your text to upload an image file to here.

[Learle]