Not off to a great start

[D4v1e]

I completed my order through online chat on April 2nd. Told the chat agent that I didn't have a telephone line installed and asked if it were a problem. "Nope".

Chat Agent forgot to add the spare free box so now I need to wait until the install is complete and then phone back to have the box added and a monthly credit to cover the cost (no idea at this stage if that will be honoured).

Engineer arrived on the 11th as arranged and while still pulling his shoe covers on said "It'll no be getting fitted today, you've no line in". After a lot of wandering around the engineer fitted the internal box ran the cable out and then explained engineers would return next week to complete a soft dig to connect outside the property. 

I phoned on Monday 14th to check when the install would happen and was told that "after checking with openreach" the install would be completed by April 21st. 

The 21st has arrived, no install. I've called EE to find out what's happening and I'm told due to the bank holiday in some parts of the UK, Openreach are closed today however, there is a note from the 14th to say that a complex dig is required. No install date.

This isn't a great experience for a new customer. I'm really wondering if I should just quit now and look elsewhere. 

[JimM11]

@D4v1e It does not matter what you do, EE have zero control over OR the infrastructure engineers who supply the direct connection from the Exchange to the Property, all that will happen is you need to start again from the back off the queue with what ever delays that will encompass...

[D4v1e]

Or, just stay with my current supplier.

[JimM11]

@D4v1e You can do that also, just expect EE to bill you for the work already done.

[Mustrum]

There should not be a bill, if there is it should get refunded if you cancel.

@D4v1e   what service have you ordered and do you have a current service?

It sounds like you have ordered a service that needs a new install of fibre and that it is not a straigh forward install.

Hiding personal details, can you post the results after entering your info in the BTW DSL Checker?

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome 

[JimM11]

@Mustrum He has, and already had all the Internal installed just waiting on the external with the delays.

[Mustrum]

@JimM11   yes I know, just trying to point out to the OP they have not ordered a straight forward internet swap. 

And the DSL checker should hel[ point out what the issues may be.

[D4v1e]

Thanks for all the responses all. I received a very apologetic phonecall from an EE guide on Tuesday 22nd to say they had been in touch with openreach and despite the original engineer attending and failing to complete the install, my phonecall to EE and their subsequent call to openreach on the 14th and the note on my account that was read to me confirming a job was raised, a job in fact hadn't been raised. Nobody knew a dig was needed and effectively, had I not called it wouldnt have stayed like that. The EE guide wasn't able to explain how an install doesn't get completed but also doesn't automatically get followed up upon (by either EE or opereach), but did say there would be no more updates on the install until the 30th of April where a review would be completed and engineers assigned at some date after that.

I have cancelled the install (can confirm no costs attached for equipment or services). I have decided to stay with my current provider and negotiated a package for just £3 more p/m than the EE offer but that does mean gig broadband and no more grief over installs.