Waiting for Engineer

[Davesquire]

I recently joined EE (just received my first bill) after miving into my new property. Unfortunately, someone has previously detached the cable between the exterior and the master socket (there is just a jumble of wiring coming out of a hole in the wall and a length of loose cable to the master socket).

EE kindly sent me a mobile dongle to receive the service, which is a bit hit and miss, but I really need to start using the modem as I have security equipment which requires a physical attachment.

I am assuming that, as the break is prior to the master socket, it is EE's responsibility to repair.

There has been no contact from EE or any engineer regarding arranging a fix. How long does it usually take to arrange?

[JimM11]

@Davesquire The ISP, EE is not responsible for anything at all Internal for the home connection, you need to report it to EE CS and have them arrange for an Openreach Engineer to come check and repair what is needed. EE will advise you of the charge payment require to arrange that all for you. Just contact EE CS as you have done before.

[XRaySpeX · Accepted solution]

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@JimM11 wrote:

The ISP, EE is not responsible for anything at all Internal for the home connection,

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The ISP,  EE, is responsible for everything external up to & including the master socket for the home connection. You still need to call CS to get it fixed.

[Davesquire]

Thank-you for the response.

My understanding was that the provider waas responsible for everything up to the Master Socket. This is the "supply" end of the Master Socket, not the consumer side. EE CS? Sorry, I'm not familiar with the abbreviation.

[JimM11]

@Davesquire Have you contacted EE CS with regards to the current state of the connection and the wiring to your OR Master socket? There has to be a reason why no one is taking anything to do with it and just sending you the 4g device to get you online.

[XRaySpeX]

CS = Customer Support. 

[Davesquire]

Update: Following a very pleasant and helpful telephone engineer calling me and using his video facility to point out the obvious, an engineer has been booked to visit and rectify the actual problem -  a severed cable on the supply side.

Of course, the telephone engineer had to go through the "machines says..." process but we eventually reached the conclusion that I suspect that we both knew.

Thank-you for all for your input. Sometimes, the switch it off and back on again is never going to fix the problem.

[JimM11]

@Davesquire Correct!