Request for Assistance – Internet Not Working

[Bianca37]

Dear EE,

I hope you're well. My name is Bianca, and I’m from Brazil. I’m currently staying in the UK for a few months to study, and I recently signed up for broadband at the flat I’m living in.

Unfortunately, the internet has not worked at all since the service was activated. The router has only ever shown a flashing orange light. Although an engineer has already visited and replaced the cable with one that has a red end, the issue still hasn’t been resolved.

The first payment has already been taken, and the second is due soon, but I’ve not been able to use the service at all. I’ve tried reaching out via social media with no success. My English is not yet strong enough to speak on the phone with confidence, and when I asked a friend who speaks English to call on my behalf, they were told I needed to speak directly.

I would really appreciate your support in resolving this as soon as possible.

Thank you very much for your help.

Kind regards,
Bianca

[Bianca37]

Dear EE,

I hope you're well. My name is Bianca, and I’m from Brazil. I’m currently staying in the UK for a few months to study, and I recently signed up for broadband at the flat I’m living in.

Unfortunately, the internet has not worked at all since the service was activated. The router has only ever shown a flashing orange light. Although an engineer has already visited and replaced the cable with one that has a red end, the issue still hasn’t been resolved.

The first payment has already been taken, and the second is due soon, but I’ve not been able to use the service at all. I’ve tried reaching out via social media with no success. My English is not yet strong enough to speak on the phone with confidence, and when I asked a friend who speaks English to call on my behalf, they were told I needed to speak directly.

I would really appreciate your support in resolving this as soon as possible.

Thank you very much for your help.

Kind regards,

Bianca

[Ali_A]

HI @Bianca37 

Sorry to hear about the experience you've been having with your Broadband installation. It's not what we would expect how your services should be. 

It's good to hear an engineer has visited, so they are aware of your problem. 

Did your friend call Customer Service while you were with them?  
It is possible for the Agent to speak to you for the initial security verification and your friend to continue the call if you are both together at the same time. 

You can also run a Broadband fault test through your online account at Check For Network Problems | EE where we’ll test your broadband and fix any problems we find.

Ali 

[Bianca37]

Thank you for responding, I wasn't next to him, but we were talking
instantly on the phone. As I said, my English is limited so I need help
from someone who can start the whole service

[Peter_W]

Thanks @Bianca37, it'll most likely be easiest if there's a person with you, as that way you can hand the phone over if there's anything you're unsure of. 

Also, could you describe what sort of issues you've been having here, and have you tried sending us a message with HELP to 66033?
Peter

[Bianca37]

Yes, I've tried via SMS, but it doesn't send the message.

I'll try again by phone, but I'd like someone to contact me in some other
way. It's been two months of paying without using it.

[Peter_W]

@Bianca37 Is it a UK or international phone that you're sending the text from?

If this isn't a UK phone this may be the reason it's not sending. 

Peter

[XRaySpeX]

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@Bianca37 wrote:

I’m from Brazil. I’m currently staying in the UK for a few months to study, and I recently signed up for broadband at the flat I’m living in.

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You've taken out a 2 or 1 year contract for EE BB but you're only here for a few months? What's going to happen to the BB after you've gone? Are you intending to pay for it for its full term?

[Bianca37]

It's 12 months and I hired for the same period