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.  

[Mustrum]

@Bewdley131  or is it @Bewdley13   why two id's?

Anyway, you say it is not acceptable, but what steps have you taken if the service is so essential to you? Have you looked at any backup services? Even a simple areial would get your TV working. But EE do offer an integrated service, or if Zoom is an alternatice supplier a line from them could be a good alternative.

Any business that relies on a service would normally have an alternative in case a line goes down. Although normally very reliable, it is worth spending a little time to at least consider what can be used in the event of a failure.

[Bewdley13]

Wow, someone who applauds poor service. EE employee, perchance?  Well done. I hadn't realised that all of this is actually down to me. Silly me.

Firstly, I have 2 accounts because EE made a mess of my transfer from BT to EE last year and I ended up with an account in my name attached to my wife's email address and we can't remember the password that we used. So I opened up another account for this issue, I do hope that this is okay with you?

Secondly. I work from home, FOR a business. It 's not my business. I am using my business mobile as a personal hotspot at the moment and this works, but very slowly, sometimes with intermittent connection issues. Who on earth has two internet lines going into their house? I have worked from home for 30 years and no one has ever provided me with a free router and internet connection. And even if they had, you obviously missed the point that someone has cut the cables for ALL local users with lots of different providers. It's only EE and Open Reach that has decided that we can wait over a week to have it reconnected. 

I have a TV aerial. Blimey, do you think I'm stupid, or something. When did I say my TV isn't working? 

Over and out. 

[XRaySpeX]

@Bewdley13 , @Bewdley131 : All responders to this thread on this public user discussion forum are users like you, here to try &  help others. None are employed by EE but some, not all, may be users of EE products & services.

[JimM11]

@Bewdley13 One off the options EE has when your cable get's cut and linked below for you. Not a speed demon as well so your hotspot method to Tether may be better currently. 

EE Connectivity Backup | Device Help

[Christopher_G]

Hi @Bewdley13 

I can completely understand your frustration with this. When broadband is important for work, a prolonged outage is understandably difficult.

As this is a public customer discussion forum, nobody here can access your account or influence the Openreach repair process directly. If you feel the handling of the fault, communication, or timescales haven't met your expectations, I'd recommend raising a formal complaint with us so your concerns can be fully reviewed by the appropriate team.
You can do this either by contacting Customer Services over the phone or by completing our online complaints form.

Hopefully the repair is completed as soon as possible, but a complaint will ensure your experience and the impact the outage has had are formally recorded and investigated.

Let us know how you get on.

Chris

[Bewdley13]

Quick recap.

So, we are no further forward. Without wifi since last Tuesday evening, 15/09. Someone cut the cables on the telegraph pole over the road. Saw 2 Open Reach vans there last Friday. They said they were there to make the damaged cables safe. That's all. Told the issue would be fixed by 7pm Monday night, 21/09. Didn't happen. My 88 year old neighbour called EE again, they said by 7pm tonight, Tuesday evening, 22/09. No sign of Open Reach. My wife called EE late this afternoon. It will now be Thursday morning, 24/09. Unbelieveable.

Now, I am going to make an educated guess. The people who came out to make the cables safe last week, reported the job as 'done'. This cancelled the entire case on the EE system so that meant that no one was ever going to come out to fix it unless we complained again? Plausible? I think so. Incompetent? Definitely. Even if that isn't the reason, I hope that no one here will try to defend a company that doesn't provide the service it says it will for 9 consecutive days at a cost to me of £45pm. 

If anyone from EE is reading this...here's my complaint number. I have not received a response yet,  by the way. C1**********.

[MOD EDIT - REMOVED PERSONAL INFORMATION FROM THE PUBLIC FORUM]

[JimM11]

@Bewdley13 Are complaints not to be answered within and up to a six week period timescale?

EE Complaints Code of Practice

[XRaySpeX]

@JimM11 : Yes, they can be not answered within 6 weeks & if they are not you have the right to Ombudsman'ing.