31-07-2025 12:19 PM
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?
31-07-2025 12:25 PM
These are pictures of the temporary solution, keep in mind I amunable to get down on the floor to seure te cable myself.
31-07-2025 12:28 PM
That's shocking!
31-07-2025 12:48 PM
Hi @Baloo_uk
I'm going to send over a Private Message to help further.
Please get back to me when you have the chance.
Thanks,
Linzi
01-08-2025 03:08 PM
An update: Even after escalating to the CEO of Openreach there has been no response to either me or EE.
The only update they put on the order is that there will be a further update on 6th August.l as it is with the engineering team. By that time it is close to 11 months since I placed my order.
No word from Openreach either on the "temporary" mess they left. I have already tripped over the cable in my hallway resulting in me needing my walking stick again as my knee is re-injured. With how things are goiing this is now their permanent way of connecting me.
At this point I am ready for them to come and remove everything as clearly they can't provide a safe and working service. At the same time EE still expects full payment for this old service.
01-08-2025 03:23 PM
Thank you for the update here @Baloo_uk.
I'm really concerned to hear both about your knee and the lack of progress you've made with Openreach here.
We don't have any influence on Openreach via these forums as they operate as an independent entity, but if you have a complaint open and ongoing dialogue with our Executive team, I would definitely continue to share details of everything that has been happening with them.
Please keep us posted on how things go.
Peter
02-08-2025 01:25 PM - last edited on 02-08-2025 02:19 PM by Linzi_H
Another update:
I had an email from Openreach CEO office that the issue should be resolved. And indeed the connection now works.
However EE contacted them this morning as the so called case manager reached out to me. And they get told it is not resolved.
At the same time the health and safety issue is not resolved. After my trip over the cable I had to attend A&E and EE, specifically Sharon in the executive office does not care.
At this point I am giving up, as EE does not care about customers. I will just cancel the whole lot and start legal procedings because of my injuries.
[mod edit: removed personal info]
02-08-2025 02:21 PM
Hi @Baloo_uk
We'd certainly not want to leave things this way.
Please continue to speak with the Executive Team directly about your concerns. I'm confident they are the right team to help with this moving forward.
Linzi