No option on chat for Broadband Order update

[ccdorset]

Hello,

I am an existing EE Broadband customer, currently on FTTC, however FTTP has recently become available to order at my address.

I placed the order on 15th October, with a confirmed install date of 27th November. Openreach arrived, but couldn't complete the install and had to refer it to a different team. This was because I live in an MDU and the cabling needs to be installed from the UFS to each flat, adding the POEs. This is what I thought was being carried out on 27th November, but the Openreach installer said that he was the one that would install the ONT in my flat and connect it to the POE outside my flat door (which of course doesn't currently exist). He called his supervisor and said that he would need to write a report and then another team would come out first to complete the first stage of the install.

It is a bit of a unique situation as I have the actual Route Approval document from Openreach already and showed this to him. I have been dealing with the Executive Complaints Team at Openreach over the past 2 years to get it to this stage. However I have an SMS from EE saying that Openreach need to complete a survey and this would usually be done within 30 days. This was on 27th November and I have heard nothing since.

My main concern is that the survey has already been done and been approved by our managing agent. So I don't think a survey needs to be completed again, and it feels like there has been a breakdown of communication within Openreach.

I have gone back to the contact within Openreach, but they are now directing me to speak to EE as the order has been placed.

The issue I have is that I have autism and find telephone calls really difficult. I have tried to use the chat within the EE app to chat to someone at EE about the order, however it says that department are not available over chat and I have to call.

The order tracker on the website/app is still only showing the initial appointment of 27th November with no further information.

Is there anyway I can get support from EE via email or an escalation to staff via this forum, please?

Thanks for your help.

David

[Schockwave]

@ccdorset , EE do not have an email you can write to, we also have no access to accounts and do not know who you are.

You would have to ring them, which you can do either via your phone by dialling 150 and pressing option 1, that is the only way, you do need to speak to them.

[Katie_B · Accepted solution]

Hello @ccdorset. 

Thanks so much for coming to the community and bringing this to our attention. 

I'm sorry you haven't had an update recently, I have popped you over a private message to gather more details. 

Katie

[ccdorset]

Thank you, Katie.

I've just replied to your private message.

David

[Katie_B]

Thanks @ccdorset. 

I've got your reply.

Katie