I placed my full fibre order in September 2024.
In June Openreach finally completed the outside work to my property (They did do nothing until then, tried EE for updates, which was impossible).
After the outside work it went quiet again, I spoke to EE and they decided to open a complaint on my account and a level 1 complant with Openreach. Openreach kept stalling in the level 1 complaint, constantly saying further updates in a week and no updates at all.
I then spoke to EE, where a supervisor was shocked a complaint with them had not been opened before, she then also raised a level 2 complaint with Openreach and escalated it to the EEr exec office.
Initially the agent at the Exec office was very helpful, however Openreach then found another reason why they could not send anb engineer and would update in a weeks time. By that time my case handler at the EE exec office changed to someone who is less than helpful. Yesterday finally an Openreach engineer came and "installed" the FTTP connection. I asked him if it was possible to use the exisiting hole where the coper cable was connected. He said this was no problem.
After the ONT was installed he fount that the PON light kept flashing. He then went away to check something, when he came back he said it needed to go to a different team, he emailed them and was waiting for a reply. He then said he had to put in a temporary connection, which meant putting the old copper cable into my hallway either under my front door or through the letterbox. The letterbox is not an option as it would mean the front door would be out of use.
He left the cable running along the floor (unsecured) in the middle of my hallway. I havemobility issues and a visual impairement and have already tripped once over it. The engineer said it would only be for a day. He then left, but where he initially would wait for this email to give me a full indication when this would be fixed..
I reached out to the EE exec team and was told this was the only option as I wanted the old cable to be removed. As a customer is it not the job of the engineer to advise me against having it removed before the new connection is working?
The exec team also told me there would now be no update until Monday. So 1 day truned into 6.
I live in rented accomodation and my housing manager has already told me the cable can't be left this way as it is a health and safety hazard. EE is blaming me and making the comment "What do you want us to do?"
I don't know what to do anymore, does anyone have any suggestions?
