EE broadband and landline

glosman555

I had EE fibre broadband installed today but I forgot to check if the landline was working while the engineer was here, it isn't working. The landline was supposed to be transferred from BT to EE. Does any one know if it should happen immediately or is there a delay in connecting the line. EE doesn't seem to have an email address and my mobile is short of credit that's why I am posting here.

societys_child

With mine it happened immediately. Whilst the modem did it's thing (connecting) the Openreach engineer used my landline to phone the line-check number - pulled a face and said "humm it's engaged" and then tried again. It was working fine:j

I remember this because I got charged for the two calls :mad: cheeky gits . . .

edit: I take it he fitted a new box? Has he plugged the phone in or did he forget that as well?

S0litaire

Get on the phone to EE. If the engineer messed things up then it's EE's job to get it sorted. (Even though it was probably a BT Openreach contractor that did hte work in the first place).

try this :

https://explore.ee.co.uk/broadband/email-us

Get them to call you on your mobile

It's easy for an engineer to mess things up at the roadside box if another engineer did something fiddly to get a line to work. (they did with mine and that was just a simple BT broadband to BT Fibre upgrade!) took the engineer an extra 30 mins to check the local street box again and get it sorted. I made sure i checked my phone while he was there that's when i caught the "no signal" it took a couple of trips between my house and the street box but he got it fixed on half an hour.

The change over should be set up to happen on the same day as your fibre install (BT usually says it can take till midnight on the day - but that's a worst case scenario to cover themselves) It should have happened when the engineer was at your house.

glosman555

I must have gone around the world to different call centres. EE blame BT and BT blame EE. I spent an hour on the phone luckily I got them to call me back.The last person I spoke to said there is a fault on the line which if its on my property will cost £130 to put right, strange the line was ok before the Openreach engineer changed the broadband. I am dreading them finding a fault on my property and me trying to say the engineer caused the problem.

S0litaire

simple test:

1) Unplug everything from the master socet.
plug in a single phone and test.

2) If nothing then take off the faceplate to the master socket
(Should be a Fibre faceplate clicked onto the master faceplate. remove the 2 screws and remove.

3) You should see another socket behind the faceplate, this is the "test" socket, plug the phone into that and test.

If you hear nothing then it's EE's problem (They can arrange to get BT Openreach back out to fix it at *their* expense).
If you do hear something then it could be faulty faceplates which EE should replace at their expense.

Get back on the phone ASAP and get them to fix it. Also never hurts to enquire about compensation for being without a phone line after they messed up. ^_^