Someone has cut the wire!

[Bewdley131]

Watching the match last night. Now TV suddenty went off.  Orange light on the router, nothing worked to fix it. Unable to contact EE, disaster company to get hold of. BOT on message function just says fault will be fixed by 7pm, next Monday, 21/09. I have found out by talking to an engineer from Zoom that someone has cut all the  broadband wires at the pole over the road. They're not protected! He is oniy fixing the Zoom connection, I mentioned Open Reach and he said they will have their turn! But I'm not able to send this photo to EE via email or text. I don't have an EE phone but keep getting asked for the EE phone number when I call. Hopeless.  

[XRaySpeX · Accepted solution]

You need to report this to CS so they can call OR out to fix it. Try calling EE CS on the Freephone no.(Opt 1) in my sig. That won't ask for an EE mobile no.

[Bewdley131]

Thanks, I'll let you know how I get on. 

[Bewdley131]

Interesting to see what they're going to do about it, as it could easily happen againl Only takes one idiot with a pair of wire cutters. 

[Bewdley131]

Hi, got through, EE were informed about the issue last night but hadn't realised what had caused it. I told them that someone had cut the wires on the pole so now treating it as an emergency due to danger of wires hanging from the pole that may be electrified?.

Thanks for all your help.

[JimM11]

@Bewdley131 Is that EE you are talking about interested to see what they will do about it or not? May even be the same person that got the zoom connection also, you just never know... Looks like two pinch points to push back the cable protector so cutters and screwdriver/crowbar any burglars operating around also?

[Bewdley131]

There were a few wires that have been cut I think, so it was a job lot by the same person. 

[Katie_J]

Hi @Bewdley131. 

Thanks for flagging this with our customer care team. 

You can also report this to Open Reach by visiting this page. 

Katie

[Bewdley13]

So, we were supposed to be back on line by 7pm this evening. My 88 year old neighbour has called to tell me that she rang EE this morning and it will now by fixed by 7pm tomorrow evening. We have been without internet / wifi since last Tuesday at 9.30pm, 6 days ago. This is totally unacceptable.

Zoom fixed next door's connection within 24 hours.  We have all had our internet disconnected by some idiot who decided to cut all the cables on the post opposite our house. I work from home. My neighbour relies on it to order medical prescriptions and online shopping.

EE should get in touch with Open Reach and flag this as an urgent matter. There were 2 Open Reach vans over the road last Friday but apparently all they did was make the cut cable safe! I was told that 'they aren't the people who fix the issues'!! 

A compplete farce. 13 years as the UK's best provider? How come? The others must be really crap. I didn't even want to be with EE, I was forced across by BT on renewal last year! 

[JimM11]

@Bewdley13 Zoom is an Altnet so responsible for getting there connection up and repaired, as you are on an OR connection does not matter if BT or EE or even any other ISP that is using there fibre/copper whatever the connection type is Emergency team is just not responsible for doing the repair or whatever is required to get you fixed and back online again. 

As OR will be aware that the cable was cut due to the attendance the repair takes whatever time it does and it is all just an Estimated you will be back by x time and all that EE can report back when asked.