Poor service fromEE

Darrell_Shimwell

on 12th April 2024 I asked EE to change to their Full Fibre Broadband & digital phone,I was told it would be up & running by 29th April 2024 an engineer was supposed to come & connect that did'nt happen I was annoyed as I had taken time off work to be at home,rang them to find out why,they said we already had full fibre in our property which we did'nt but the business next door did & because the address was similar they assumed I had access to full fibre.They then renewed the order & was then told it would be up & running on 7th May 2024,a very helpful Openreach engineer came & fitted the interior wiring & box & told me we needed a new line fitting.I was then told it would be connected on 20th May 2024.Having taken another day off work on 10th May waiting in for an engineer who failed to turn up got a text from EE apologising & offering credit to my account,the start date was then changed to 31st May then to 3rd June then changed to 17th June then 28th June when an engineer was due to come I took another day off work,changed again to 4th July took another day off work,changed to 12th July took yet another day off work engineers came & connected an ethernet cable from my neighbors port to my property with their permission,rang the next day only to be told it would be another 2 weeks before I was connected as they had to place a new order for the service.The next day I decided to cancel the order being fed up of waiting & spending hundred's of hours making phone calls & replying to text messages,I would also like to say that I was billed on several occassions for a service I did'nt have.

flaneurs_lobster

Sorry @Darrell_Shimwell that post is unreadable. Consider using distinct sentences and maybe paragraphs otherwise most people won't get past line 2.

Also, if you're the real Darrell Shimwell of Derbyshire then you shouldn't be posting under your real name (against forum rules & it'll get you a heap of spam or worse).

AstonSmith

flaneurs_lobster said:

Sorry @Darrell_Shimwell that post is unreadable. Consider using distinct sentences and maybe paragraphs otherwise most people won't get past line 2.

Darrell_Shimwell said:

On 12th April 2024, I asked EE to change to their Full Fibre Broadband & digital phone. I was told it would be up & running by 29th April 2024.

An engineer was supposed to come & connect, but that didn't happen. I was annoyed as I had taken time off work to be at home. I rang them to find out why, they said we already had full fibre in our property (which we didn't) but the business next door did, and because the address was similar they assumed I had access to full fibre.

They then renewed the order and was then told it would be up and running on 7th May 2024.

A very helpful Openreach engineer came & fitted the interior wiring & box and told me we needed a new line fitting. I was then told it would be connected on 20th May 2024. Having taken another day off work on 10th May waiting in for an engineer who failed to turn up, I got a text from EE apologising and offering credit to my account. The start date was then changed to 31st May, then to 3rd June, then changed to 17th June and then 28th June when an engineer was due to come. I took another day off work, it changed again to the 4th July. I took another day off work, it changed to 12th July.

I took yet another day off work, and engineers came and connected an ethernet cable from my neighbors port to my property with their permission. I rang the next day only to be told it would be another 2 weeks before I was connected as they had to place a new order for the service.

The next day I decided to cancel the order being fed up of waiting and spending hundred's of hours making phone calls and replying to text messages. I would also like to say that I was billed on several occassions for a service I didn't have.

I don't have any advice to give except that it's a bit unusual to be connected to your neighbour's port. Is your property split from one distinct building (eg. 10 Downing Street vs 10A Downing Street)?