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Disconnected from Home Broadband for over a month

unhappycustomer3000 — Thu, 29 Jun 2023 08:05:34 GMT

Hi,

I'm an EE customer and at the end of May I applied to upgrade my copper broadband to full fibre. A BT Openreadch Engineer visited our property. He removed the copper cables and old router. Replacing them with a new fibre cable and router. Since May 29th we haven't had any broadband. Despite numerous calls to EE they only feedback is that Openreach have a fault and can't close the 'job'.

I'm considering exiting my EE contract and taking a new one up with another provider. However, EE have pointed out that all the other providers excluding Virgin use BT infrastructure and have stated I would have the same loss of connectivity until BT resolve the issue.

It appears to be impossible to contact BT and speak to someone. So I'm writing here to understand if others are affected and if the problem is across all providers?

Do BT themselves ever comment on these forums and provide feedback?

Re: Disconnected from Home Broadband for over a month

licquorice — Thu, 29 Jun 2023 08:11:39 GMT

You appear to be confused. There is no such company as BT Openreach, it is Openreach. The infrastructure is owned by Openreach, not BT.

Openreach are not customer facing, hence you cannot deal with them directly, only via your ISP. If there is a fault with the Openreach infrastructure you need to chase EE.

Re: Disconnected from Home Broadband for over a month

pippincp — Thu, 29 Jun 2023 08:33:22 GMT

EE have their own forum https://community.ee.co.uk/t5/Broadband-Landline/bd-p/broadband