Renewed Contract New Installation Boradband & Entertainment

[RedLadder]

Newly renewed broadband and entertainment contract.

New cabling installed on 31/07/2026 by EE's 3rd party engineer.  Engineer drilled cabling from the exterior into our property to connect the new EE hub. External cabling has not been secured to the wall. It is positioned in front of the drain hopper and has been routed through our balcony flooring.Cabling running through our balcony flooring has not been securely fixed to either the floor or the wall. As a result, my husband and I have both tripped and fallen several times. Engineer installation included drilling hole through our balcony lead flashing, which may lead to damp, leaks, in  our property. The internal wiring has been installed unevenly. There is no connection linking the EE booster to the upper floor. This is essential, as I work from home.  During the installation, the 

We have contacted EE representatives several times by phone and online chat to report these issues, including the health and safety risks arising from the Openreach installation. They have advised because the installation was carried out by a third-party Openreach engineer, EE is unable to rectify the problems.

We have not heard further from EE or Openreach.  We have written and sent via recorded delivery a formal complaint.  

We are very concerned as all these issues means we have gone over the 14-day call off period, our new installation has not been resolved, I continue to work from home and have to use my work phone data to log onto and use internet for work.  

The service we have received to date has been appealing.  I have this morning again tried to contact EE via phone and have been in a queue for a very long time and still remain in the queue, to try and get this resolved.

Any suggestions of next steps we can take to get the issues we are facing with EE and Openreach resolved as mentioned above, would be most welcoming.  Thank you in advance of your suggestions.

[Matt_124]

Could be worth looking at this page for reporting poor workmanship by Openreach: https://www.openreach.com/help-and-support/when-to-get-in-touch-with-openreach/complaints-policy 

EE should have been able to handle this and passed your issues along to Openreach, as they generally only directly handle reports relating to direct threats to life or property.

[RedLadder]

Thank you already sent an email to [email protected] on 11/08/2026.  No acknowledgement sent and no update/or phone call from them.

Just spent another 44-minutes on the phone this morning to EE advising them of my detailed outline to them and above also advised them I had logged a complaint as highlighted in the Complaints Policy and Procedures, and sent via their message us on their website.  These had been logged on 04/08/2026 and again on 11/08/2026.  on both occasions automated response receive "Thanks for getting in touch with us. We're looking into the complaint, and we'll get back to you as soon as we can".

EE rep today contacted Openreach while I was on the phone to them and advised I should hear from them within 5-working days.  If not contact EE again with the ref number they gave me.

I'll update this post again once I hear from Openreach.

[JimM11]

@RedLadder Your post is multi facetted at best but you do seem to be moving somewhat with the External part complaints wise, what is this part off you posting as highlighted ""There is no connection linking the EE booster to the upper floor. This is essential, as I work from home.  During the installation, the ""

If you are talking about Extenders and operation that is all to be done and sorted by you, did you pay EE to have this work all done?

[RedLadder]

EE wifi booster is for internal use.  Please reread my original posting. The EE wifi booster was paired & linked by the exgineer.  The wiring is from external to internal.  

[XRaySpeX]

The wiring of what is from external to internal? EE WiFi Extenders are wired & connected entirely within the home.

It was not part of the OR eng's job to link up the WiFi Extenders. He is there solely for the BB installation. If he went beyond that, it is still your responsibility.