Our broadband has been off since 26 July as a tree fell and broke the line

[Stpmcintyre]

Does anyone have experience of having no broadband for at least 15 days and no updates from EE or BT - even the BT App still says they will fix it by 4 August.  It’s now the 10th.  They will give a non-confirmed fix date if I ring them but it keeps moving. Do they chase Openreach? How do I find out what’s actually happening.  A tree fell on the line on 26 July.  There are about 41 people affected.  This also happened in May and they took over 2 weeks to fix it then.  We are rural and have no mobile coverage so no phone, internet or TV.

[XRaySpeX]

EE have to chase OR to fix it. OR owns the line.

You can only go by what CS tells you. They will be chasing OR for a fix date.

[Debbie_G]

Hi @Stpmcintyre.

Welcome to the Community.

I'm sorry to hear you've been without service for so long, especially with no mobile coverage available as a backup.

I'd recommend getting back in touch with our customer support team, as they'll be able to check whether there have been any new updates since you last spoke with them.

Debbie

[Stpmcintyre]

I’m afraid I don’t believe that EE is chasing it. When I ring CS they know nothing and have to log in to OR and read off what has been said. They have no other information. If they were chasing it then someone would be in touch with us expressing sympathy and letting us know what is happening and what they are doing. The date has been put back again today with no explanation. It is now very distressing and isolating and I feel my service provider couldn’t care less. The only communication we have had from EE since this started is a bill ….

[Stpmcintyre]

Dear Debbie

I’m afraid I have no confidence in CS. They are not chasing this on our behalf. They are simply reading off what OR have written on some website. They can give no assurances or assistance or explanation because no one is in touch with OR and no one is dealing with our case or helping us. 

[JimM11]

@Stpmcintyre Does EE know that you have a faulty line, if so and there are others like you, then fault will be classified as Area Wide affecting multiple user's, OR will get to it when they have the plan off attack that is needed. IF the cable is Fibre get's way more complicated especially if spanning poles, copper is also just not that straight forward as well.

[Stpmcintyre]

EE does know. Thank you for responding and for your explanation. It does not explain why no-one has reassured us or contacts us and keep us informed of what’s happening and why there is such a delay.  It is incredibly distressing being so isolated and powerless and knowing that our service provider is not remotely interested. I have now been told it will be Friday this week bit have zero confidence in that. I’m told that as it approaches 30 days then EE will contact OR as we can then cancel the contract without a penalty. Is that true? 

[JimM11]

@Stpmcintyre Does not sound correct getting away after 30 Day's with no Broadband that is outside off EE's control, where are you going to go, you have no connection as OR has a downed line. Mr Musk here we all come, sat broadband may be an option just make sure clear view off the sky.

Complaints process is were you need to be time wise but Compensation may help smooth it out if OR/EE agree, downed tree you just cannot compensate for that, who get's the blame OR for the cable route?

EE cannot tell you anything, if OR are looking at it a repair takes whatever time it does, can be days/weeks/months and in some cases years....

@XRaySpeX has answered your 30 day's.

Linked below just find yours by the date needed.

Broadband Service Terms and Conditions | Help | EE

[XRaySpeX]

You do have a right of exit FoC if EE can't fix the issue within 30 days.

[XRaySpeX]

@JimM11 : It was in 1 of the OFCOM Codes of Practice you linked recently.