EE being a nightmare

ColdAsIce

ColdAsIce

ColdAsIce

Soldato
Joined
26 May 2006
Posts
6,299
Location
Edinburgh
Try to keep this short. Ordered Fibre for my Dad with EE. He was getting rinsed by Virgin Media for £110 a month.... Everything starts of well, open reach send an Engineer out to inspect the area/property for how difficult laying the fibre will be. Speak to the Engineer, everything should be simple enough, it's going through a small footpath, so shouldn't need any special permission from the Council to close roads or anything.

Few days go by, I check Scottish Road Commisions website and can see that open reach are scheduled to complete the work between the 09 > 11th of March. Great. They turn up on Tuesday, run the fibre and coil it right outside the property wall. The original Engineer said to give him a call when that part is done and he will come out and install the ONT for us etc. Nice one, another win. Speak with him and he's coming out tomorrow.

Now this is where things are getting difficult. EE Send my Dad an E-Mail saying scheduled installation date is the 22nd of May?????? He phones them up and explains the fibre has already been run and the ONT is getting done on Friday. Can you please send out the router. Guy id adamant that this cannot be possible. Lots of back and forth and he agrees to get it send out. Problem is there have been zero updates through E-Mail or text. No tracking number for the router. I have a feeling that router won't be arriving tomorrow despite him saying it will. What's the best way for me to get through to someone technical at EE that can move this forward? Not waiting until the bloody 22nd of May when all the equipment is going to be in place by tomorrow :/
 
Ah this is a tough one.

The thing is EE don't employ technical people for the customer service side, they are robots and work of a script.

They are also bound by the open reach system so if they say the 22nd may that's what they'll stick to.

Unless the open reach system gets updated when the cables installed not sure there is much you can do. Speak with the engineer tomorrow
 
The OR engineer will mark the premises as activated once the ONT is installed, tested and live. That'll be it. EE will then post the router if they haven't already.
 
Ordered EE fttp on the first of dec bt came out a few days later and gave me a install date of 4th march(civils done during feb), my router came in the post with in a week of ordering, checking back at emails they never gave us one saying the router had been dispatched. Service went live on the install date.
 
So the router didn’t arrive. Phones EE. Girl was adamant that the fibre hasn’t been installed. Tried to say civil but I’m saying I’m literally starting at the fibre from the front window. Puts me on hold to contact open reach. Comes back and apologies for being wrong. I asked her to please send the router out. She’s absolutely reluctant lol why are they gate keeping it? Anyway lots of back and forth and she agrees to send one out today. I have my doubts as they are ******* useless honestly.
 
You need to wait for the premises to show marked as activated on the EE side. I don't know if EE are synching this from OR or whether they poll it.

Either way: patience... No need to keep calling EE everyday chasing the router delivery. Once it's marked as activated, they will send the router out to you.
 
At most you're going to delay the install by a couple of days while you wait for the job to show as complete on the Openreach side and they ship a router. The May date will have been totally automatic based on the civils requirement.
 
I mean as far as nightmares with this sort of thing could go it so far just sounds like a minor eye roller
 
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