No fibre cable

[Simonnixon65]

Hi, we moved home on the 16th of may this year, we expected as usual, that our broadband connection with EE/BT would be up and running ready for the start of our new tennancy, however we recieved a message from EE saying we needed and engineer visit to carry out a pre installation survey, the engineer from openreach called and informed us that we needed a fibre optic cable installed (I assumed cabinet to house) 

Several days later, at the appointed time openreach didn't turn up ! My partner was not happy as she'd taken a day off work, we had no communication from either openreach or EE ! my partner phoned EE who informed us that "openreach had failed to gain permission from a 3rd party to install our cable" we asked who this 3rd party was, but were told they couldn't tell us as "That information is protected by data protection policy" 

The road outside our property is unadopted so the 3rd party is not the council, our landlord has given permission (a trench needs digging) for the works to be carried out, and there is no issue with any other residents as the cable and trench will not cross any other property, we've even had our solicitor check property bounderies of all the properties in the close !

EE have cancelled 3 orders for installation because of this issue with open reach, we tried with Sky whom also came up against the same issue

The houses either side of us, one of which is also owned by our landlord have fibre and Im sure the others in the close will too, we've signed up withh EE 5g internet which is not great and costing around £20pm more than fibre, we struggle to watch tv and my phone will not connect to it for some strange reason, my partner and I have litrally spent hours on phone calls to EE trying to get this sorted, but openreach refuse to carry out the installation as they cannot get a reply from this "3rd party" !! So we're still without reliable broadband and at our witsend with frustration, wasted time off work and out of pocket expenses ! 

This is 2026 but just as well be 1926 as we virtually back in the dark ages with lack of connevtivity ! Anybody had a similar experience or have any idea on a solution ??

[pippincp]

Why are you posting on a BT forum about a problem BT has no control over?

It would be better to post on the EE forum. https://community.ee.co.uk/ 

[Simonnixon65]

Well I didn't quite expect such an abrupt and rude comment from a BT forum tbh, but hey this is 2026 and Im getting used to such answers as yours, and I posted on a bt forum because EE is part of bt, and bt are partnered with openreach for their infrastructure workd !!! So in my view, having had no help or answers from EE and apparently openreach fo not deal with the general public, I thought Id try on here !!! We also recieved a new bt router to be used for our EE broadband service, so I think quite a few people in my situation would have done the same !!!

I respectfully suggest (although you seem to be short of respect or politeness) ghat you put a bit more thought into your answers to posts from now on, and I will not bother using thus forum again, nor will I recommend bt as a company or forum to anyone, absolutely appaling service from a company that I expected much more from !

Have a nice afternoon

• Simon

[WSH]

This forum is a customer-to-customer help forum.  The only BT employees on here are the moderators, (and they don’t necessarily read all posts and they don’t have account access).

BT, EE and Openreach, (the infrastructure provider), are all part of BT Group but are separate companies.  In fact, OFCOM obliges Openreach to act entirely separate so that other ISPs using the Openreach network are not at a disadvantage.  Both EE and BT are not in any better position to put pressure on Openreach than, say, Sky or Zen would be.

The point being made was that if you are an EE customer, the EE forum would be much better placed to answer your question as we, as BT customers, are not familiar with EE procedures.

In an effort to help, however, I will point out the obvious here.  You say the landlord has given permission.  Was that permission given to you or to Openreach?  Openreach will need his permission directly.  They are very unlikely to accept your word that you have permission.  I suggest you try this:

https://www.openreach.com/help-and-support/obtaining-wayleaves