My broadband isn't working

[Sebavib]

As in a title, my broadband hasn't been working since 2 pm yesterday. After two hours of waiting I texted EE and asked for Advisor. During video chat we have checked everything what was to check, router still was flashing with aqua light, so I've booked an engineer on today. An engineer had to come between 15.00 - 18.00 today, but he hasn't come. So I sent another text message to EE asking what's going on and I've got an answer, that I should book the engineer once again and to do this I need to call an advisor. So I called an advisor... and I heard, that an engineer hasn't come because I cancelled the appointment! I haven't.  I haven't sent text messages about cancelling, nothing, zero, null. But I heard I have cancelled it that's why an engineer hasn't come and we've been left without Internet for whole week ( next appointment with engineer eer will be on Monday). So I've asked about additional data on my mobile for this weekend, to not be left completely with no Internet ( my mobile isn't enough) and I've heard that I will got 40GB for whole weekend to cover my family usage and that I will have it in a half an hour on my account, but of course I have nothing. I feel that i was gaslighted, sorry to write it that way - but what I should think about it? How can I be certain that an engineer will come on Monday and that I will not heard I've cancelled the meeting?

[Katie_B]

Hello @Sebavib. 

Welcome to the EE Community. 

I am sorry to hear about your broadband especially being over the weekend when you will require more usage for your family.

When you have a moment please check your community inbox. 

Katie

[Sebavib]

Thanks for the answer, we have both mobile and broadband from EE. 

[kathleenharris]

🙂Hi Sabavib i am sorry you have had a bad time but have faith ee will come good kind regards Kathleen Harris .

[Tanya1230]

Just give them a phone before your appointment time to make sure they are still coming 

[Sebavib]

They've just cancelled my swcond appoinent. Today I've got a text message from QubeGB ( BT this time), that my engineer cannot come and I have to reschedule the appointment. So again, I had to call the number in text message  and reschedule my appointment. I'll be waiting up to Wenesday morning, between 7 and 9 am ( I work from home, but I had a meeting that morning which I needed to reschedule because of that ). I haven't got any confirmation ( I've only heard it during my call), so I will call once again before the appointment to be certain it will work. 

[Sebavib]

Hi, I also hope it will be ordered soon. I've got unlimited data from EE on my mobile until my broadband will be working again, but it doesn't resolve the issue. Hotspot on my phone isn't sufficient for the household consisted of few family members, our house alarm is connected to the broadband, and many other house appliances, so unlimited data is a very good step, but it's not the resolution for us. I hope third appointment with engineer will be working this time well. Thank you. 

[James_B]

Hi @Sebavib,

I'm sorry to hear your appointment had to be rescheduled.

Please let us know how the new appointment goes.

James

[Sebavib]

Thanks. Finally I had an appointment with engineer and it seems it's the issue with router. I was told that someone will contact with me for further steps. 

[Leanne_T]

Thanks for coming back to us and letting us know @Sebavib 

If you would like to get an update please give our broadband care team a call. 

Leanne 🙂