Misinformation and now no Broadband

[Frenchie05]

I have been with EE for several years so I am extremely disappointed by what I am experiencing. Having gone in-store to set up TNT, I was sold a broadband update. From the very start I have been misinformed, leading to my new package activation date being on 30/5/25 and still on 4/5/25 having no Broadband and no-one being able to tell me when I will have access.

I am immune compromised but have had to go to work in a large shared office for 3 days now, and this I can see continuing. The CCTV covering my husband’s workshop is not active due to no broadband but neither of these things seem to be a consideration. 
Why was I not told this could happen, and I have also been informed I can’t go back to my previous package. I regret going into that EE store…as I still don’t have TNT sport (I was told that would happen the very next day) nor do I have Broadband, and I am now having to risk my health to work.

[Frenchie05 · Accepted solution]

I am in the same situation, told my upgraded EE broadband would be activated on 30/4/25 and still on the 4/5/25 we have no broadband. I am immune compromised, so should be working from home, but have spent to days in a large office, which I know I will have to do again on 6/5/25. 
Having no working broadband at home means my CCTV is not working, let alone being able to access Sky apps etc. 

At no point was I informed that it would take longer than 24 hours to activate my broadband, I am regretting ever going into the EE store and being talked into changing what I had. 

Although everyone I have spoken to has tried to be helpful I just want a guarantee that I will get my broadband activated asap. 

[Christopher_G]

Hi @Frenchie05 

I'm sorry to hear that there's been a delay in getting your broadband installed. Have you been given an estimated date of when we think it'll be completed?

Chris

[JimM11]

@Frenchie05 As you did the whole shebang with the store, then they are the only ones that are accountable. Really surprised NO broadband, did you have it and then it got stopped?

[Frenchie05]

No, the blame is on Open Reach, the Bank Holiday isn’t helping, but I expected that when my previous hub stopped working, the new one would start working within 24 hours, but it is coming up 5 days now. 

[Frenchie05]

Yep, I was already with EE, my old hub stopped working on 30/4/25, so I plugged in the new one, with the expectation it would start working on 1/5/25 (which someone from EE confirmed) but I am still without it working. 
my husband has paid £20 for hotspot access so we can at least use our tablets.