Cannot receive calls to my landline

[jonpearce]

We had Full Fibre installed 2 days ago. Our landline phone can only dial out but anyone calling in gets an unobtainable tone. EE sent a new hub but that's worse! Just get a message with no dial tone and still no incoming calls. Put the original hub back so at least we can make calls. Doesn't solve the problem though. Not impressed with EE.

[jonpearce]

Latest is spoke to an EE guide this morning and he was able to call my landline but no one else can still. He said problem has been escalated and to expect a resolution after 4 working hours. That was around 10am so nothing changed. I'll have to call Friday know! This is beyond a joke particularly as they will be taking the 1st month's payment tomorrow 

[Leanne_T]

I understand your frustration @jonpearce and I'm very sorry no one contacted you after the 4 hours. 

If you would like to open a complaint regarding your experience, you can complete the Make a Complaint form and one of our executive guides will be in touch to discuss everything with you. 

I hope you get the landline sorted soon. 

Leanne.

[jonpearce]

Spoke yet again to a guide today and also an engineer who once again escalated it upwards and gave another deadline of September 10th! It had better be sorted by then otherwise I will be escalating it to the local BBC news.

[Christopher_G]

Thanks for the update, @jonpearce 

I hope it's sorted soon for you. Please continue to keep us updated. 

Chris

[jonpearce]

Just had a notification that EE have closed the fault! It's still not working! I've had enough of it. I've come to the conclusion the engineers haven't a clue. Had enough of EE now and I'll be escalating this to the top.

[Leanne_T]

Hi @jonpearce 

I'm sorry the fault has not been resolved and this has been closed. 

Have you had an engineer visit over the past few days or had any changes made to see if this resolves the calls to the landline? Do you have an open complaint and in touch with one of our executive complaints guides? 

Leanne.

[XRaySpeX]

@jonpearce : You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[jonpearce]

Called yet again and it seems like we're getting somewhere. They have allocated a temporary landline number while they take it up with Plusnet our previous supplier. Will find out tomorrow 

[Katie_B]

Hi @jonpearce. 

Thanks for letting us know. 

Have you received an update?

Katie

[jonpearce]

The landline number has been changed back to our original from the temporary but still has same fault. Was told on 10th that our porting request has been resubmitted with Plusnet. The guide said he'll phone us in a week! That makes it 3 weeks since installation and half a phone service. Why is it so difficult to sort this?