Being charged for full fibre which hasn't been installed

[BradFreeman1]

Hello everyone,

Early March full fibre became available in my area and as something I've been waiting for years, my family hopped at the chance to upgrade. So we went to the EE store as they're partnered with BT to upgrade our plan. We set the for installation to be 2 weeks in advanced, around about the 31st of March it was suppose to be installed.

The following week we had an Openreach empolyee come check out our porperty to see where our copper cable had been installed and where they'd like to insert the fibre cable, all seemed good. Got to the installation date and no one arrived, I proceeded to take more days off the following week as the bt app carried on updating the installation date to the next day yet again no one arrived the whole week. 

My father phoned up bt, as he is the bill payer, to see what was happening and we got told that the installation would occur April 11th (or something around that date) so again we waited and I took the day off. No one arrived. So it came to the end of that week and we decided to phone up again, I wasn't on the phone call so I'm not sure completely what was said but it was along the lines of the previous lady on the phone shouldn't have said the installation date was on the 11th and that it was going to take a lot longer than what was presumed so couldn't give us an estimated date. 

The problem is we're now being charged for full fibre 900 and haven't even had it installed, we are soon to be charged again next week looking at the bill for a package we havent even used. Previous to this we was paying for 70mb download speeds, but ever since this work was being done outside our home we only recieved 53mbps, and as of this week it's gone down a further 10 mb to 43mbps. It's become a bit of a joke however considering the man didn't give us an est for the installment I thought calling up again would be a nuisance.

So is this normal? and how should I proceed.

Thank you

[NeilO · Accepted solution]

Hi, @BradFreeman1 welcome to the community and thanks for posting, I'm really sorry about the delay in providing your full fibre 900 broadband. From time to time, delays can occur due to unforeseen reasons and I'm really sorry about the inconvenience caused especially when you waiting for engineers not to turn up.  

It's also not normal for charges to commence until after the order has been completed so that is something we will need to look at for you and correct. 

I'll send you a private message so you can contact the moderation team and we'll be happy to find out what's causing the delay and resolve the incorrect charges.

Thanks

Neil

[BradFreeman1]

Hello Neil, thank you for the quick reply and being understanding, I'll be sure to respond to the private message when I get off of work, thank you.

[NeilO]

@BradFreeman1 No problem, we'll be happy to help.

Neil

[PaddyB]

Hi Brad,

Just a quick follow-up on the message I sent you. I gave the home number and your Mom's mobile a call unfortunately I wasn't able to get speaking to anyone.

I can understand your frustration and I'm sorry the order for Full Fibre has been delayed. I've checked the details of the order and there is a lot of work required to complete the activation. Currently, the order is sitting with our planning team, it requires council permission as dig work is required and according to Openreach they need to install two additional poles. Openreach has forecasted that the work will be completed 9th of August.

With regards to the charges, you are correct you shouldn't have been changed to Fibre 900 on your bill until the order completes. I've reviewed the details of the account even though the package details have changed to Fibre 900, the charges are correct.

On the 23rd of February, we emailed the account holder to let them know there was going to be a price increase. 

The email stated - "We wanted to remind you that from 31 March 2023, the price of your services will increase by £6.95 a month. This is in-line with your terms and conditions, which are linked to inflation. We’ve put the details of what is changing in a table below for you."

The breakdown of the increase is -

Broadband Package £4.71
700 Minutes Calling Plan £1.14
TV & Sport 
Essential £1.10
 
Total charge to your bill £6.95

This means that your Broadband monthly charge would increase from £32.77 to £37.48 per month. Which is what you are paying at the moment.

The 700 minutes plan would increase from £7.98 to £9.12. Which is what you are paying at the moment.

The TV essential plan would increase from £7.65 to £8.75. 

I'm more than happy to discuss all of the above in person, please could you let me know what would be the best time and number for me to call? I'll be out of the office over the weekend but I will be back on Monday and can call anytime between 12:00 and 20:00.

Thanks,

Paddy

[PaddyB]

Hi Brad,

Just a quick follow-up on my message from Friday. I wanted to make sure that my reply has fully addressed your query. I am sorry I haven't been able to speak to you in person.

I'll keep your case open for the next 7 days, if I don't receive a reply I'll take it that you no longer need my help and your case will be closed.

Thanks,

Paddy