No Broadband for 2 weeks, fault at the box

[tararuns]

Does anyone know the magic word to get an EE tecnician to attend and fix a fault at the switch box at the street?  We have been without broadband for neaarly 2 weeks.  8 days ago (4July) a technician did attend my property and detrmined that everyone was fine on my property, and it was at the box on the street.  No on ehas attempted to fix the problem and communication with EE has gone silent, getting passed around when we call.  I have filed an online complaint which appears to take up to 7 days for a response, but at least it i sin writing.  I would like to phone back. Does anyone know who to ask for, to speed this up?  The technician (4/7/25)  implied that someone would be sent to work at the box, but no appointment is forthcoming.

[tararuns]

"Everything" at our property was determined to be in working order.  We are not receiving broadband.

[XRaySpeX]

@tararuns : You could text HELP to 66033 to get EE to test the line & see what needs doing.

[tararuns]

Thank you for your reply. Unfortunately this was not helpful.  The problem HAS been diagnosed: a fault at the box on the street, whatever that is called.  The problem is that NO ONE has returned to fix the fault at the box.  When we call EE, no one has an answer either.

[XRaySpeX]

It doesn't matter where the fault may be. It is still stopping you getting BB. EE is contracted to supply you with BB. So you must report to EE that your BB isn't working & they must investigate it & see to fixing it even if it involves calling OR out to look into an external fault.

EE are obliged to fix any fault!

[Mustrum]

@tararuns   customer services are the only ones who can provide you an update. It sounds like they are waiting for engineers to repair the cabinet, 

All you can do for now is raise a complain and/or call in and ask for updates.

[Ali_A]

Hi @tararuns 

Welcome to the Community. 

Sorry to hear you're facing difficulty with your Broadband service. 
You can visit Fix EE broadband connection problems  where you can check the status of broadband in your area. 
 

Any work on outside equipment won't always generate an appointment for you if the engineers have visited inside your home first.  
However, you can call the Technical Team who'll be able to give you an update with work talking place to get your Broadband up and running.

The escalation team will be in touch about your online complaint. 

Ali