Over five months from order, still no connection

[gb1991]

Hi 

I ordered a broadband connection on 2nd September 2024. I post this today the 15th January and I still have no date for live connection. I live in a town serviced by BT Openreach, not in a remote area. The a new cable is required to be brought into my house from the pavement some 5m from my front door. I have raised complaints and have a live complaint escalated to EE Executive Complaints. However the Executive Complaints team do not contact me so I am yet to discover what "Executive"means in EE's eyes. I am advised of compensatory arrangements which go nowhere near the cost of having to operate outside of our home. 

Does anyone have any idea how this can be escalated further within EE in order that someone takes ownership of my complaint, appropriately escalates within Openreach and makes my connection soonest. 

Any help most welcome, many thanks 

[JimM11]

@gb1991 Do you currently have Broadband from EE, but with the slower copper connection at present?

Or is there NO connection what so ever to your property!

[gb1991]

I have the copper and virgin medias fibre, niehter of which are active Jim. No live connection, we are operating from a 5g Smart Hub which is intermittent at best

[JimM11]

@gb1991 Then if you are in an area, that has or is waiting on FF, use the fibre checker link that will be posted below and also the BTW, address only use that option for both.

Fibre Checker

BT Broadband

[gb1991]

Thanks Jim, the fibre is in the pavement outside my house, it just needs pulling into my property

[JimM11]

@gb1991 That's what you think or are led to believe, it is just NOT as simple as that, what if EE do not have the equipment in the exchange to service FTTP, OR are not ready, they have partial out there, the spine is not connected back to the exchange, lots and lots to consider. the Fibre checker will tell you and also the BTW check's will show what is going on. If you wish to post up the details, hide any personal info etc....

[gb1991]

Thanks Jim. I used the checkers which confirm full fibre connection is available

[JimM11]

@gb1991 As you say that it is all available BTW and OR side, then the unknown is EE Capable of giving you it, check on something like U switch to see what appears for your address and that EE are on the list somewhere to be able to supply.

If they do appear, then EE CS to find out what is going on with your order...

[gb1991]

Yes I speak with EE very regularly. My complaint has been escalated within EE but then they dont contact me at all! 

[JimM11]

@gb1991 If it's sitting in the complaints pile, which may/may not be small/large, and you call them they have no news to give you, they fail to call when they have nothing else for you, it is a difficult situation. After waiting so long you are the one who will know or not what is going on. The Forum does not have any detail as to specific reason, can only pass on how it should go, but know not the reason why it is not.