Moved into new home.
Ordered full fibre over EE web-chat, I ask to confirm I can definitely get full fibre as I live in a fairly remote village. The agent says yes definitely.
Engineer comes to install a week later. Says we cant get it and that the street behind seems to have it but we can’t siphon from their outlet as it has to be per street. He puts a note to Openreach/EE to say he couldn’t install. Recommends I contact EE to let them know what happened.
I put in a complaint with EE that I was basically missold a service I couldn’t receive and that my wife who works from home really needs some sort of WIFI to work, which has now been delayed.
Complaints team call me back saying ‘Openreach are removing all the copper in the country so they wont install ‘old broadband’ any more. They then send out another engineer to double check we definitely can’t get fibre.
Second engineer comes, confirms again that we can’t get fibre and that he doesn’t even think the street over from us has it either as the previous engineer seemed to imply. He says it doesn’t make sense as the Openreach checker does say we can get it. He tries phoning somebody to get that changed n the checker - to no avail.
EE Complaints phone me back a few days later to see if the case got resolved, I said no, they just said try mobile broadband. I’ve now tried that with 2 different sims form ID and EE with really slow speeds, so not ideal. - we also had to buy a third party device for £40 and a unlimited sim card for £35
We tried that for a few weeks more but its not workable for my wife’s work.
I find a way to contact Openreach myself and tell them the fibre checker is incorrect, they say they will update it. That was about a month ago. Still hasn’t been updated.
I give one final try and phone EE again requesting specifically that I order FTTC (part fibre) or copper broadband. Salesperson is resistant as all she can see on the checker is that I can get fibre. After explaining multiple times that I’ve had 2 engineers confirm that I can’t get full fibre. She says she can order my a part fibre package at 73mbps. FINALLY. I go through with the order.
I receive a confirmation email. Thanks for your FULL FIBRE order. Engineer is coming on Tuesday.
I do live in a village, but not a hut in the woods, getting broadband shouldn’t be this difficult. I don't have high hopes for our third engineer.
What shall I do if this (likely) fails? Im at my wits end.
