No broadband for 2 weeks!

[Stevo712]

For some reason my broadband connection has been interrupted or cut-off for the last fortnight. I’ve contacted EE & the same engineer has visited twice & informed me that the problem is at the exchange & only BT Open Reach can fix it. I transferred to EE from Vodaphone BB in April last year. New fibre wiring & a pole was fitted in our back garden, which now also serves neighbours due to our goodwill. Vodaphone continued to send bills & demands after the change over, in spite of us being out of contract & with a new company, using new equipment. I don’t know if Vodaphone has the power to instruct BT to cut the signal at the exchange, but we are getting nowhere with EE & getting no feedback about what is happening or what the problem is. In the meantime, we’re still paying EE for no broadband service.

Help! Please!

[Mustrum]

@Stevo712    something does not sound right.

Was it Openreach who installed the fibre, and is it an Openreach ONT on the wall?

Could you have a City Fibre ONT, and you need to plug the EE Router into the phone line?

[JimM11]

@Stevo712 When you were with Vodafone was it still on the old copper, moved to EE and with that Copper upgrade to EE Fibre at the same time, if so then Vodafone would have zero control over the EE FF signal, but there sure sounds that something bad is going on, take a picture of your OR ONT and the EE Router attach and post them both up.

[NW_Saint]

Who put the pole in your back garden?