Paying for fibre, waiting for fibre, 4 months and still no fibre..

[ppop]

Hello,

A family member is with EE home broadband(and mobile), was on adsl and moved to fibre. The problem is that although it shows as available, its not, and they are actually paying for fibre, they were assured end of May but still nothing. Its now been several months of promises and all getting more than a little unacceptable.

Would someone be kind enough to help?

[XRaySpeX]

Are they still getting ADSL or is it no service at all? What do EE say is the reason?

What does BT Broadband Availability Checker estimate for their phone number? Post just the whole table and the line above it, blanking out their phone number. If it doesn't recognise their phone number, use the Address Checker, not the Postcode Checker.

[ppop]

openreach

[IMG]http://i63.tinypic.com/nwecdu.jpg[/IMG]

Currently still on standard EE broadband, not fibre. Still waiting to be connected to the box 3 doors away, current line supposedly goes direct to the exchange 3 miles away.

They are still paying full price for fibre...

[XRaySpeX]

Is that BTw table for their phone no? If so, where is the bottom bit of the table headed "Premise environment"? May I also see the line above table with their phone no redacted?

[ppop]

This is the phone number version, the other was using the house and postcode

[XRaySpeX]

And the line above the table?

Address & postcode are useless for this purpose. Hence why I insist on & request phone no.

[ppop]

I've just sent you a message with the exchange and cabinet 4.

It's been going on since March.

EE accepted the fibre order.

[XRaySpeX]

Chirbury cab 4 above the phone no. table, not the other tables? I don't expect that!

[ppop]

Sorry I don't quite get what you mean,  the table in my previous post is the phone number version.

[XRaySpeX]

& the phone no. version definitely says "Chirbury cab 4" above it? I would expect it to have no cab no.

[ppop]

Yes, phone number, exchange and cabinet. Says it in both address and phone number version.

[XRaySpeX]

An Exchange Only (EO) line should look like this landscaper nearby:

Telephone Number 01938561??? on Exchange CHIRBURY

ADSL Products	Downstream Line Rate(Mbps)		Upstream Line Rate(Mbps)		Downstream Range(Mbps)	Availability Date		Left in Jumper
WBC ADSL 2+	Up to 4		--		3 to 7	Available	--	--
ADSL Max	Up to 3.5		--		2.5 to 6.5	Available	--	--
Fixed Rate	1		--		--	Available	--	--
Other Offerings						Availability Date
ADSL Multicast	--		--		--	Available	--	--
Premise environment	Status
Bridge Tap	U
VRI	N
NTEFaceplate	N
Last Test Date	06-06-2019

So I'm puzzled by your findings. They seem contradictory.

[ppop]

Here's the phone number version. How is it that when you put the house in the search instead of the phone number it comes up with the fibre max speeds but not on the phone number version?

On my phone number it also shows the cabinet, so don't think its unusual.

As I've said been going on for months of paying for fibre but not getting it, not really acceptable, think Openreach probable need a few hard words..

[XRaySpeX]

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@ppop wrote:

How is it that when you put the house in the search instead of the phone number it comes up with the fibre max speeds but not on the phone number version?

Where's Fibre Max? VDSL is Fibre, not Max. Fibre Max is shown as G.Fast.

[ppop]

Sorry, was talking about maximum predicted speeds, not 'max' the product.

[XRaySpeX]

Yes, that's what this thread is all about, Why is the Address Checker showing VDSL but the Phone no. Checker not. I'm working on my answer. The Phone no. Checker's "Cab 4" is throwing me. It is most unusual; I've never seen it before.

[XRaySpeX]

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@ppop wrote:

On my phone number it also shows the cabinet, so don't think its unusual.

Are you also on an EO line? Don't you have Fibre BB? It's EO lines that show no cab.

[XRaySpeX]

As I see it, they already have an existing landline on an Exchange-Only line, despite the Phone Checker saying it's on cab 4. Hence there is no Fibre (VDSL) available there. There is a nearby cab 4, presumably more recent than their landline, that does do Fibre but they are not connected to that. OR will not re-route existing landlines just to give individuals faster speeds altho' they may very well have plans in place to move some EO lines in general to cab 4. Had they been in a property w/out an existing landline a new landline would have been laid to cab 4 as per the Address Checker.

When they signed up with EE did they give their existing phone no? If not, EE would have been quite justified in accepting their order on the assumption that a new landline needs to be provided & that it would support Fibre from cab 4. However when it was discovered that they had an existing landline EE have to wait for OR to move these EO lines to cab 4. That is where the delay is & EE are dependant on OR to complete it.

Where EE are wrong is charging Fibre prices over this period while your relatives are still only getting ADSL BB. They should complain to EE about these overcharges.

[XRaySpeX]

As far as I can tell OR are still working on moving EO lines in this area to Fibre. What does Use Openreach fibre checker report for their address?

[ppop]

• 

   It Says, "great news!!!!"

They wish it was.....

As far as giving EE their phone number, they were already with EE so they definitely had their number!!