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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

EE Broadband have left us high and dry

45 replies

CallmeFP · 25/10/2020 07:48

On Friday afternoon just before an important Zoom call, the broadband stopped working. Tried everything to no avail.

DC had important hefty a-level research projects to finish by Tuesday so we could go and spend some time in a cottage over half term on Wednesday, everyone has worked so hard and is exhausted.

Call up EE and am told cheerily that as it’s Friday night and it’s an external it’ll be fixed by TUESDAY (if I’m lucky).

This has ruined all our plans and really upset the DC who won’t be able to relax on our getaway and will have to study instead but won’t have access to a printer etc whilst away.

Is this acceptable for broadband companies to take so long to fix a fault or can I take this further?

Sorry about the rant.

OP posts:

Yesmate · 25/10/2020 07:53

If it is going to take that long it is going to take that long. Why don’t you use your data from your phone plan and hotspot it to your DC laptop. It won’t affect the speed. Info it when I’m working in my car at DC activities. If you don’t have enough data then you can get a temporary increase phone your provider.

dontdisturbmenow · 25/10/2020 07:56

Yes, it is normal. In all likelihood, they'll have to get a BT engineer to come, and yes, they are in high demand and don't generally come to non urgent calls within 24h or weekends.

soundsfishie · 25/10/2020 07:57

Can't you just use your phone data?

Rotundandhappy · 25/10/2020 07:59

The provider and the owner of the infrastructure are two different entities. EE would have had to report the fault, like to BR Openreach, who then have to send engineers out. What did you expect?

NoWordForFluffy · 25/10/2020 08:01

'So long' isn't measured in days! While it's annoying, it isn't that long in the scheme of things.

We were without broadband for about 3 weeks the other year, between First Utility and BT / Openreach fucking about. We got some compensation and our increased cost in data paid for that one).

Bwlch · 25/10/2020 08:02

Ours went down for a day. It had a full day of Teams meetings that I was chairing. I tried using data but there was insufficient bandwidth. I ended up going next door.

Yesmate · 25/10/2020 08:02

Also, there are numerous coffee shops etc that have feee WiFi. Your DC may have to spend a lot of time in vista for the next few days. It’s really not that big of a deal

zaffa · 25/10/2020 08:02

EE gave me a mobile bb stick the last time I upgraded and said if my internet went down then they would provide service through that (250gb I think but can't recall). Could you ask them about that?
But otherwise, as frustrating as it is, I don't think it's unreasonable for it to only be fixed by Tuesday due to the weekend.

dontlikebeards · 25/10/2020 08:03

You can use facilities at a library, internet cafe, cafe with free wifi, friends house with internet.

bonjonbovi · 25/10/2020 08:05

If you read your contract there will be a provision for external party services being out of their control etc.

Fatted · 25/10/2020 08:10

If it's a third party issue, then yes it can take that long.

What is it you do for a living? My broadband stopped working at the start of lockdown and Sky bent over backwards when they realised there was a 'keyworker' WFH at the address.

Lockheart · 25/10/2020 08:11

I understand it's frustrating, but it's not an unreasonable length of time, and you have options as others have pointed out.

I have had to use my phone data on a hotspot for working from home when our broadband fell over, and it's honestly fine.

vanillandhoney · 25/10/2020 08:13

Is this acceptable for broadband companies to take so long to fix a fault or can I take this further?

Yes, it's acceptable. You can complain if you like but it won't get you anywhere.

EE (like BT, Sky and pretty much every provider except Virgin) rely on the Openreach network. If there's an external fault, they need to log it and get engineers out to fix it. They can't just press a button at their end and turn your broadband back on.

We were without internet for nearly a month last year. We did get a refund for that month and a tiny amount of compensation but it was a pain in the arse. We also wouldn't have been due anything if the internet had been fixed within (I think) seven or ten days of us reporting the fault.

In the nicest way, four days is nothing. You can use mobile data to search the internet or ask your neighbours very nicely for their password for a few days. It is bloody annoying but it won't be EE that fixes the problem - they need to outsource everything.

fuckfuckingcovid19 · 25/10/2020 08:14

It's very annoying but I agree with others there are ways around it like using your phone as a hot spot

JaJaDingDong · 25/10/2020 08:14

Could DS go over to a mate's house to finish his homework?

murmurgam · 25/10/2020 08:23

I doubt there is any obligation on EE to fix the broadband more quickly.

It reminds me that I need to sort out contingency plans for if our internet goes down. Pandemic has meant a lot of my emergency options are no longer possible

Original poster

CallmeFP · 25/10/2020 08:27

Thanks all - looks like we’ll be off to find a cafe that can accommodate us - one of DC can hotspot but other child hasn’t been able to. It really has thrown everything

Guess I’ll just wait and try work around it.

I read that companies are reluctant to use emergency/weekend engineers as they’re expensive.

We will just have to work around somehow.

OP posts:

Original poster

CallmeFP · 25/10/2020 08:28

Yes I’m a key worker and wouldn’t be able to zoom calls/meetings in public.

Could try a friends garden!

OP posts:

soundsfishie · 25/10/2020 08:33

Are you able to buy a dongle for the laptop so you can still zoom at home?

Original poster

CallmeFP · 25/10/2020 08:36

@soundfishie

I’m off out as soon as shops open to see if I can get those - if I can get them for DC it’ll be a lot better than trying to study in a coffee shop.

OP posts:

AlwaysCheddar · 25/10/2020 08:39

Just use mobile data and tether.

vanillandhoney · 25/10/2020 08:40

I read that companies are reluctant to use emergency/weekend engineers as they’re expensive.

We've had weekend engineers plenty of times, but it's always taken 3-4 days from!us reporting to getting anyone to come out. The engineers they use will cover a huge area and will already have jobs lined up. They'll need to finish those before they're able to come to you.

Basically, the jobs they're working on now will have been jobs reported probably on Monday or Tuesday.

SoupDragon · 25/10/2020 08:42

This happened to DS2 with Virgin. I had to change his phone package to have unlimited data for one month.

vanillandhoney · 25/10/2020 08:43

You could also pay for a day pass for BT open zone or whatever it's called now - I think it's £4.99 or something per 24 hours. If your neighbour has a BT router you can connect to that via the openzone network.

nosswith · 25/10/2020 08:57

Imagine what it would have been if there had been the Corbyn Labour proposal and nationalised free broadband with only one supplier.

I hope one of the suggestions others have made works for you.

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