No home broadband for 26 days!!!

[Heresjohnny1]

I have had no home broadband (full fibre) since November 19th today is December 14th so today is my 26th day without service!! 
I’ve been constantly fobbed off by EE everybody I speak to tells me it’s terrible and shouldn’t be like that and then escalates my complaint after which… you guessed right, nothing happens…. I have had 6 appointments for callbacks that haven’t happened… so EE really don’t care enough to even ring me when say they will…. 
In addition to the home broadband Loss of service, my local EE mobile mast is suffering from “integration issues”?? With the network so I have no mobile phone or mobile internet at home either… I have booked call backs to happen when I’m at work to ensure I can be reached but EE don’t bother..

3 days ago my complaint was “escalated “ (a meaningless phrase EE use to placate as I’ve been escalated within EE and Openreach more than 6 times) I was told this time it would definitely help as it was “very senior” in Openreach now, and EE would allow them 24 hours to respond and then contact me….. guess what?….  YOU DIDNT BOTHER.  

clearly this is a case for OFFCOM as EE are doing absolutely nothing to support me.

[JimM11]

@Heresjohnny1 This public Forum has no account access, knows nothing about you or your issue, have linked the complaints form below, so you can read and go from there, but OFFCOM is not for you. As it looks like you may need it all just keep opening the sections, reading and you will come across the form.

Regulatory documents and codes of practice | EE

Understanding your broadband complaint | Customer Care | EE

[Heresjohnny1]

Whilst I appreciate the reply the code of conduct does not help me, as I am aware of EEs policy and procedures they do not help me when they themselves don’t follow them, everytime I contact them I have to explain the whole month long situation, they read the notes and tell me they are going to “escalate” the complaint and book an appointment for somebody to contact me….. then nothing happens… there needs to be some form of enforcement…. 

[JimM11]

@Heresjohnny1 Thanks for replying, in all of those 26 day's that you have a LOS on FF. and no doubt you are very frustrated with it all, have you even managed to establish what the fault condition is?

[Heresjohnny1]

Once again, thankyou very much for replying!

the original fault was a downed telegraph pole… very close to my house, I could see it, for 2 and a half weeks  I was told daily it would be repaired that day, and engineers were working on it… this was completely untrue… I could see they were not, eventually a team of engineers arrive from openreach and replaced a length of fibre… the service was restored… it lasted about 3 hours!.. I am now back to the beginning despite rejecting the line clear, for the last week open reach are telling EE who are telling me a team of engineers are working on it… they are not!…. open reach’s “chief engineer” is aware but still no service… and from EEs customer service still more missed call backs, I realise OFFCOM does not help repair faults but at what point is repeatedly telling untruths to  a user considered unacceptable? 
im going to talk to EE now again, it will take me an hour to wait on hold and explain everything again, and then I will be told it’s the weekend we cant get Openreach, and we’ll escalate it and call you back… I’ve called them 17 times about this fault.. they called me back once!… and said they had no information to give me? Frustrated yes I am!