new install not working at all red PON light

[steelywheels42]

Has anyone had any experience of how long BT openreach take to fix anything??

I had fibre installed on the 5th of August 2024 and it has not worked at all from the start, all cabling done and box inside house fitted but the PON light is red. (oh don't worry it'll activate at midnight i'm told)

engineer fitted it and shot off as quick as possible

I've spoken to a number of customer service advisors who have all been really lovely and I had been told that it could take up to the 13th of august to be fixed but that I'd been added to a priority list so not to worry.

well its the 13th and its not fixed, I've been told that an engineer attended but could fix the issue as he was qualified!

I know I'll be compensated for lack of service which is appreciated but disappointed that after 3 attempts its still not sorted and to cap it off the last customer advisor couldnt give me an idea of when it will be fixed.

feels like bt openreach are letting the side down for EE! i know if i cancel the order and go elsewhere i'm still going to have to roll the dice on bt openreach.

soo how longs a piece of string eh!

[steelywheels42]

@Mustrum 

VM playing hard ball - wouldnt extend services - trying to tie in for a fresh contract

BTW DSL checker still showing 

ONT exists with no active service. A spare port is available. A new ONT may be ordered.

no mention of any waiting lists at all 

I dont think EE are being told the issue by BTopenreach to be honest.

[JimM11]

@steelywheels42 Somewhat of an old video from OR on fibre, is an hour long but shows the requirements, when fibre goes wrong it goes wrong big time and for some reason becomes difficult to get sorted. Copy below if you wish to watch.

https://www.ispreview.co.uk/index.php/2021/06/video-virtual-tour-of-fttp-broadband-with-bt-and-openr...

[steelywheels42]

@JimM11 

thanks for that, bit mind boggling that a single cable from a pole to a street cabinet (about 400 yards away from the pole) would be such a faff to replace but maybe not surprising (all the engineers that have attended have all be sub contractors so maybe not up to the BT Openreach's standard perhaps).

[steelywheels42]

quick update

still no broadband services working

bridge case been raised , promised updates but nothing happened as yet.

4g hub is ok but not great. 25 days and counting since install!

[Mustrum]

@steelywheels42   thanks for the update. Are they saying what the issue is or when it will be rectified?

Have you escalated or had a look for the email  of the exec team?

[steelywheels42]

@Mustrum 

no worries! thanks for all your help

they have not said what the issue is or said when it will be rectified - all I have been told is that a bridge case has been raised and that awaiting response from Openreach

I thought issue has been escalated (have a complaint lodged) - used online complaint form but not heard anything (10 days)

and have spoken to a number of helpful customer service reps too.

any pointers on the exec team? - found email address from code of practise docs ta!

I've tried contacting openreach but all comm's have appear to have to go via EE even when attempting to complain about lack of comm's from openreach

[Mustrum]

@steelywheels42   I really find it so difficult to understand why they are not keeping you upto date.

[steelywheels42]

@Mustrum 

you and me both!!

every time I've spoken to EE advisors they say they are awaiting an update from openreach but aren't able to say when they'll get it, one advisor said that they were going to keep checking for me and either call/text when an update appears.

thanks for the help in finding email address - I've set everything out that has happened and emailed it off so will see what happens.

[steelywheels42]

Latest update.

After speaking to executive complaints and openreach appointment was set for 6th September and a follow up call from the executive complaints chap on Saturday 7th September.

I've had all the confirmation texts from EE and openreach but when I checked my order in the EE app this evening it is now saying 11 September for activation and that the engineer appointment has been changed. 

If I hadn't have checked the app I wouldn't have had any idea.

I've taken annual leave to be in for the appointment that now appears to have been cancelled, with no notification from either EE or openreach so I'm hoping that they do show up tomorrow morning if they don't and I have to chase yet again then I think EE will have just lost a customer not just for broadband but my mobile contracts too.

I'm very grateful for all the support and advice from the EE community particularly Mustrum.

[Mustrum]

Hopefully you get a good result tomorrow. Do let us know how it goes.