Serous problems with all services off

[BrianMJH]

I reported loss of all services, TV Broadband and Phone on the 11th January, and the Bot informed after testing that it was a network error, and could take up to 2 days to fix. I waited, and the bot suggested I use the app, which I did, and the app told me an engineer had called, fixed my problem and tested my system OK. As no engineer had called, and I was still of, I retested via the bot, and I had a network error, which would be fixed in up to 2 days!  I was upset, as at 84, I need my services for lots of reasons. I rang a number I found to complain, and I was told a tree had fallen near me, and it would be fixed in up to 2 days. That has again come and gone. One of my sons enquired, and though EE says there is no problems in my area, there are many like me! I have formally complained.

Do I really have until I have been off for 30 days before I can leave, or can I invoke some EE rule that at 84 and I am a dependant user, and need to move elsewhere now.

[garybs29]

I'm sorry but why can't people have some patience these days? A fallen tree will be a complex fix & will be resolved by openreach asap. It's not just a click fingers quick fix

[BrianMJH]

Thank you for your reply.

My concern is the lack of true responses. I also mentioned in  my post I was informed an engineer had been, tested my system and fixed it, when there had been no visit. My issue had been closed, and a new one opened when I reported I still had the same fault and it was wrong to put on my account it had been fixed. I drove up and down the road where the tree was supposed to have fallen, but there was no sign of a fallen tree, and my son checked and there had been no fallen tree where I lived. My son was told yesterday the fault was fixed, when it had not been, still a network problem. My trust is gone now, and I do fully understand problems can happen that can take longer to fix, though with my last provider, over 22 years, I was never down a full day. T the app is useless, and I have now been informed by EE it is faulty.

I have tried to look is it a widespread issue around where I live, and it says there is not, but there is. I can take the truth, but to keep saying it is fixed is not helpful when when EE test it it is still a network issue. 

[Northerner]

Hi @BrianMJH 

Have you checked here: https://www.bt.com/help/check-service-status

Does your router have any lights showing? Tried restarting the router. 

Thanks 

[XRaySpeX]

@BrianMJH : An eng. does not need to visit your home to investigate a network fault out there.

[Leanne_T · Accepted solution]

Morning @BrianMJH 

Thank you for coming to the community and making us aware your services are not working. 

I would like to help you get this looked into, and I've sent you a private message to take some details to get this raised. Could you take a look at your community inbox and get back to me please?

Leanne 🙂

[BrianMJH]

Thank you Leanne, following your private message, I was contacted by ************, who has called me regularly to keep me informed as to what was going on, and did so regularly. I eventually received an official Text from EE on Sunday 25th 08.37 advising me the problem had at last been officially resolved, and I could reboot my hub.

Thank you both for your assistance, but as I have mentioned to Gillian, the confusion and misinformation within the system, prior to Gillian calling me, added considerably to the stress of such a long loss of all my services caused, which came at an extremely difficult time for me. It is good to know there are people like yourself and Gillian around. I also thank those who took the trouble to respond, though my problem was the communication that is already in place for people like me to use, and the lack of consistency in those communications. The App is useless and misleading, according to that, I was back up and running within two days, tested and up with all fixed, not 14. Kind regards to you all.

[XRaySpeX]

I hope you got Automatic compensation for broadband or landline issues

[Leanne_T]

Hi @BrianMJH 

No problem at all. I'm really glad we could help you get this looked into and I appreciate the feedback. 

If you need anything else in the future please come back and we will be happy to help.

Leanne.