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Why has our EE order has been cancelled twice by BT Openreach?

eec_001
Investigator
Investigator

First time BTO couldn't find the property - its on the high street with a big fat number 6 on it. My eyesight isn't brilliant but even I can spot it.

Second time - no reason given and EE apologetic but seemingly powerless.

Third time lucky? Not looking good as received the dreaded 'please call us about your appointment' message late on.

Each time we have to pay £20 for a router so thinking of starting a collection as we have two delivered already. #3 en route apparently 🙂

I've been with EE since the days when they were Orange so have long and generally good experience. The BT Openreach 'partnership' must be embarrasing for them to defend.

11 REPLIES 11
eec_001
Investigator
Investigator

As expected BT Openreach have cancelled today's appointment. Their reason is that the building is "does not have full fibre". 
That would matter except we ordered FTTC not FTTP. 

Poor effort.

JimM11
Brilliant Contributor
Brilliant Contributor

@eec_001 You may wish to go look to see if you are in a FTTP area, the btw will say so, just use the address details on the checker, 2nd box top left click on it and it changes all the page details fill them in and have a look. If it say's you are in a Fibre area, then all fttc is out the window!

BT Broadband

eec_001
Investigator
Investigator

Thanks for the pointer - I looked at that a couple of weeks ago but hadn't appreciated the point about FTTC availability.
This is what it shows - so with the building not FTTP ready......

Featured Products

Downstream Line Rate(Mbps)
FTTP on Demand330
  
Other Offerings 
VDSL MulticastAvailable
  
Exchange Product Restrictions 
FTTP Priority ExchangeY
WLR WithdrawalY
SOADSL RestrictionN

FTTP is not available.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

 

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.
JimM11
Brilliant Contributor
Brilliant Contributor

@eec_001 Looking at what you have posted, Fibre priority exchange and WLR withdrawal, lot going on with it, are you already a EE customer with an older legacy product per chance! Would be good if you said what as nothing indicates on any off what you have said before! Your order is FAR from straight forward!

eec_001
Investigator
Investigator

Currently using 4G Mobile EE router.

Wanted to go fixed line - No telephone line in property currently.

So new order, no legacy - EE ordered FTTC. 
3 FTTC routers arrived 🙂

 

JimM11
Brilliant Contributor
Brilliant Contributor

@eec_001 You see this bit you posted ""Copper products are only available by exception."", If you do not have a copper telephone line in then you want to call EE CS!

 
 
 
 
 
XRaySpeX
EE Community Star
EE Community Star

@eec_001 : Under the Featured Products is there nowt above the FTTP on Demand (a v. expensive business product)? That's where the FTTC would be. If it's not there you can't get either FTTC or FTTP.

@JimM11 : "CPs should order FTTP or SOGEA". SoGEA is a FTTC copper product! All the same all that blurb, which is put in as standard, does not apply here as there is neither FTTC nor FTTP there.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

that's right - unfortunately EE CS were surprised to hear this news when I discussed it with them a couple of hours ago. 

 

XRaySpeX
EE Community Star
EE Community Star

@eec_001 : What does the Openreach Fibre Checker say about your address?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP