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.