Left with no internet after upgrading to Fibre

[iugieahgea]

We recently upgraded our EE broadband from a slow 50MB to 500MB FTTP. We naively thought staying with the same network would mean a straightforward upgrade. However, now 3 different engineers (both EE & Openreach) have been to our address to try and finish installation, it's now gotten to a stage where 'ground work' needs to be done, and from my understanding, this may need permission from the council, and could take weeks (!)

Our old Wifi has now been shut off - why on earth is there not a process in place to stop cutting off an old connection until a new one is established?

We've got a 4th engineer visiting tomorrow, but I have no expectation that anything will be resolved.

Has anyone been in a similar situation/ what's the best course of action? Each engineer has told us something different, and speaking to support has been of no use at all. Me and my partner both work from home, and our house is in a 4G 'dead zone', so this is super frustrating!

Any advice is much appreciated 🙂

[XRaySpeX]

What does BT Wholesale Broadband Availability Checker estimate for your landline 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.

[iugieahgea]

Many thanks for your response, output as below:

Address 19, on Exchange NEW SOUTHGATE is served by Cabinet 65

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability WBC SOGEA AvailabilityHigh Low High Low      VDSL Range A (Clean)

VDSL Range B (Impacted)

G.fast Range A (Clean)

G.fast Range B (Impacted)

80	70.4	20	19	63.9	Unavailable	Exception
80	67.9	20	19	60	Unavailable	Exception
--	--	--	--	--	Unavailable	--
--	--	--	--	--	Unavailable	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessWBC FTTP

Up to 1000

Up to 220

--

Available

1 Stage

Other Offerings Availability DateVDSL Multicast

Available

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

Y

Y

N

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG premises served by 2.5 Inch plastic duct 56.