EE Community post
This is a bit of a saga, so apologies for the long read.
In general on community forum websites, one is usually advised not to disclose personal information, with identifiable details being shared in private messaging following on from the original post. I’m very happy to take advise on that aspect. Meanwhile, here’s the two-month story…
I have an ongoing broadband fault, raised by EE on 30/5/2025 from their monitoring. My contract is “Fibre 67 Full Works” which has an expected download speed of 60-67Mpbs and a guarantee of 53.82.
Since the fault was raised, we’ve had 5 separate engineer visits. The first was Sat 31/5/25 when a faulty hub was diagnosed. Replacement installed 3/6/25.
Wed 2/7/25 or Thu 3/7/25 I phoned EE as speeds had become very poor and we kept losing our broadband connection. Engineer visit arranged and a complaint was raised.
Thu 3/7/25 I received an email in the evening telling me my complaint had been closed.
Download speed didn’t exceed 52Mbps until 4/7/2025 after OpenReach “recrimped” a corroded connection at the other end of the village, in the last manhole before the street cabinet. After that repair, speed to the hub was 65Mbps.
Sat 5/7/25, I was again told by evening email that my complaint was closed.
Fri 11/7/25, speeds dropped again. Occasionally just above the minimum guarantee but often below. The broadband connection to the hub was also intermittently failing but the Hybrid Connect (part of our package) was misbehaving. Sometimes it would not yield service back to the hub after broadband was re-established and sometimes it would fail to see the mobile network.
Tue 15/7/25, OpenReach engineer diagnosed a faulty port at the street cabinet. Late morning he told me we should be switched to a new port in a couple of hours. The new port was only enabled 16:00 Wed 16/7/25. Speed was 64/65Mbps after the new port went live.
Fri 18/7/25 broadband connection dropped again and speeds dropped, mostly just above the minimum guarantee but sometimes below. However, broadband connection unreliable. I phoned EE late morning Sat 19/7/25. I was told the fault record shows “fixed’ from 16/7/25 but the agent noted the drop in speeds and the connection drained again so I phoned later afternoon Sat 19/7/25. The advisor remotely rebooted the hub and asked me to see how the service performed over the next 2-3 days.
Sun 20/7/25, broadband connection was dropped and re-established 20-30 times.
I phoned EE early afternoon Mon 21/7/25. OpenReach engineer booked for Thu 24/7/25. I asked why my earlier complaint had been closed. Apparently “closed” means the complaint has been referred to the complaints team to be reviewed. I explained that doesn’t mean “closed” to em and the agent agreed. He raised a new complaint to be left open, and arranged for his manager to phone me midday or a little after, as he was in a meeting in the morning.
Thu 24/7/25, two OpenReach engineers attended. They were very thorough and found another corroded connection which they repaired and recrimped. They felt they had probably cured the fault but said we wouldn’t know for a few days as the fault was intermittent. I was pleased they had that view of the situation. The speed was immediately back to 63/64Mpbs.
On Sat 26/7/25 the connection dropped for a couple of minutes and recovered by itself. After that the speed dropped and has been 52/53Mpbs since then. The connection has dropped briefly twice more, which, while much improved from mid-July, is still annoying.
By late morning Tue 29/7/25, the phone call from the EE manager arranged for Tue 22/7/25 had still not happened, so I phoned EE. I explained to the agent about the most recent interruption to service and drop in speed, giving the context of the fault raised 2 months ago. I also asked why I had not been phoned as arranged.
The agent spoke put me on hold while she spoke to her manager and then (if I understood correctly) the manager who should have phoned me. This took about 15 minutes. The agent said he would certainly call me this afternoon, i.e. the afternoon of Tue 29/7/25. The agent then arranged for (yet another) OpenReach engineer visit. We agreed an appointment (for Mon 4/8/25 08:00-13:00) and she then attempted to reopen the fault that had been placed with OpenReach’s to then be able to put this appointment in OpenReach’s record. After another 20 minutes while the agent tried to achieve this, we agreed to finish the phone call while she continued to either make appointment with OpenReach herself or get her manager to do so. A further 60 minutes later, I finally got confirmation of the appointment.
As I post this, at around 23:25 Tue 29/7/25, the rearranged phone call from the manager who should have phoned me on Tue 22/7/25 has still not been made.
When I look at the fault record in my EE account, it shows the next engineer appointment as being 8am-1pm 15/7/25, so that’s two weeks out of date.
I can find no way of tracking my complaint in my EE account. A Google search suggests the recommended way is to ask in the EE forum, which I find bizarre. Why can’t I see what’s happening with my complaint without sharing it with a community?
I’m told EE staff as well as EE users look at posts in the forum, so would like to think that someone in EE with an idea of problem management (and I mean some semblance of ITIL Service Management processes, even if not full adoption thereof) will start looking at my long standing problem, rather than just treating symptoms one at a time. But I don’t hold out much hope.
(End of post)
