I really do appreciate your time and effort to look into this.
I also want to make sure others that follow me don't have the same experience.
Some key and critical parts of your explanation are not correct. I will try to make it clear.
The emails to say my broadband and then TV were ready to use arrived at 1:19pm and 2:19pm respectively on the 23rd July, the day the engineer installed the wiring on the external of the house and the hub. You will see from the email I fwded you this is correct.
On that day I was working until 5pm and had my evening meal. I started to connect the TV box for the first time around 7pm that evening. It downloaded an update, and the. As part of my many attempts to tune the channels I tried at least once and maybe twice to reset the TV box.
So you are incorrect, I did not start connecting the TV box before the email arrived, and I also installed an update and tried resetting the box.
But, what happened on my first attempt was that I plugged in an Ethernet cable that had my virgin broadband. But I did subsequently re set the box and try the set up process using the EE broadband. I tried all the permutations but nothing worked that evening
It worked first time in the morning the next day.
Please note, that you will have a bias and tend to jump to explanations that suit EE based on assumptions, before you are sure of all the facts. Please don't rush to blame Open Reach, it will just enflame your customers. We all probably need to accept that the Open Reach and the various retail providers is simply a flawed system, where without full oversight and control, no 1 part of the system can troubleshoot in all instances.
The unnerving very similar example is the eConsult service in GP practices. The system is meant to call patients, but patients phones sometimes don't ring and the GP call log shows a missed call. Then there is the Post office Horizon scandal.
Please listen to your customers and give them benefit of the doubt, trust your computer system less.
