To whom it may concern,
I am beyond furious with the way EE and Openreach have handled my broadband installation, and I want this read by someone who can actually fix it, not another script.
Here are the facts, none of which are in dispute:
I applied on 25 August when we moved into our new home. The first date offered was 11 September, then brought forward to 8 September. Your technician, DAMIAN SINCLAIR, arrived on 8 September and installed everything. The router is in. The connection from the pole to the house is set up. The only thing left was for EE to switch on the connection on your side of the pole, which Damian told me clearly he cannot do himself because it is the company's job to toggle it on. That is the entire problem, and it has been sitting undone ever since.
Meanwhile I can see on my own phone that the house right next to mine has an active EE network. So the capability is right there. It is simply not being switched on for me.
When I called your customer service I was fed two stories that are flatly untrue:
1. That Openreach reported no one answered the phone or the door. That is impossible, because your own technician was inside my home installing equipment. How does a man install a router and run the line from the pole to a house where supposedly no one answered the door?
2. That the installation could not be completed because we were going away on a week's holiday. This is completely false. We are not going anywhere. We will not be on holiday for at least the next four months. I do not know where this excuse came from, but the fact that the people who should know your own schedule are clueless while someone who knows nothing about my life has invented a holiday for me tells me everything about how this has been managed.
On the same day I was then emailed to move the appointment again. I agreed to 11 September, which was the day of my VIVA. Everything should have been working before then. It was not. I waited on 11 September assuming it would finally be sorted. No one showed up. No notification. Nothing.
This is my first broadband installation and I have never in my life experienced anything this incompetent. I have had broadband with several providers in my own country and never once seen this level of irresponsibility over something as simple as activation. When an appointment is booked, the activation process should already be running so that no customer is left stranded like this. Instead I am chasing you.
And no, I am not going to spend another half hour on hold just so someone can finally 'access' my account and still give me no solution. I have had enough of that.
So here is where I stand. Switch my service on within 24 hours. If you cannot do that, then do me a favor and send someone to collect every piece of equipment you installed in my home, equipment your own company apparently has no record of, on any day you like, because I am not going anywhere for months.
After this experience with EE, Openreach and whoever else is jointly responsible for this mess, I will be moving to another provider. Frankly, with customer service this good, I would be mad to stay.
Sort this out.
