Line goes through neighbours property

steverichards10 · ‎05-12-2022

Looking for advice...my landline has a fault so no broadband. Openreach engineers say fault us located in a cafe at the ground floor of the property in which my flat is located. However, the cafe will not allow work to be carried out. Obviously I have asked them but they are stubbornly refusing.

Any advice on what steps to take..

Many thanks...

XRaySpeX · ‎05-12-2022

That's between OR & the café. When the café allowed OR to run your line thro' them they would've come to some wayleave agreement to allow access.

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steverichards10 · ‎05-12-2022

Hi, thanks for the helpful reply. It does make sense that OR would have a
wayleave to access their equipment.

steverichards10 · ‎19-12-2022

Grateful for any help... I have had no home phone line for over a month and consequently, very low broadband speed. 3 engineers from openreach all tell me the problem is in a downstairs property who refuse access. (I have tried to no avail to get them to let engineers work.)

I have spoken to ee about a dozen times to be told they will call back but this never happens. Can I close my account without having to pay a penalty because of this? I am at a loos where to go with this as no one at ee is helping me.

Thanks for any reasonable suggestions.

Schockwave · ‎19-12-2022

@steverichards10 , you will have to discuss this with EE, unfortunately, if the people in the property refuse access, not sure what you expect Open Reach and EE to do.

Just to let you know, if you close your account and go elsewhere, the problem will still persist.

EE and Open Reach cannot force entry if the people will not allow it, just wondering whether you have spoken to them and if you have, what was their reaction and also why are they refusing access?

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.

steverichards10 · ‎19-12-2022

Hi, thanks.

I expect openreach to let me know whether there is an alternative.

I expect ee to give me some alternative way of having broadband, such as a 4g mobile wifu.

I have been to to he property. It is a cafe that has a panel over where the fault is, that they refuse to have taken off.

The problem will persi as t with the phone line but I wish to close the account and get a mobile WiFi deal that does not require a phone line. Ee are preventing me from doing this by not discussing it with me.

Schockwave · ‎19-12-2022

@steverichards10 , unfortunately, there is no account access here, so you will have to discuss this with them.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.

Mustrum · ‎19-12-2022

@steverichards10 do you know who the lease holder for the building is? Could they help?

Also do you know why the café is refusing access for Openreach to check and repair the fault?

Edit just to add, EE may be talking about early termination charges, however they should at least be adding compensation to your account - it won't take them long to figure out the compensation will be more than the termination charge.