topic Re: Mobile 4G Router EE do you really have any decent support at all in Mobile Broadband

Mobile 4G Router EE do you really have any decent support at all

SuzeFawcett — Mon, 29 Aug 2022 10:35:10 GMT

This morning I wasted over an hour trying to do the chat on line for a 4GEWifi that I have had a long time and barely use because each time there is a real problem buying a top up and converting that then to a data package. It is impossible to get a decent level of service from EE it is as if none of their staff understand that it is a Mobile Router and they continue to want to send you verification codes to the 'phone number' of the SIM card on the router. I don't have an EE Mobile and even though my GiffGaff mobile number is on my profile today was just infuriating having to keep repeating myself to get them to even start to help. The error I got when trying to add a data package is pasted below and seems others have the same error. I lost the will to live trying to deal with their on line chat even after asking for the call to be escallated to a supervisor. Really EE if you cannot offer a mobile data pay as you go Router - just don't sell them as I now have a router I cannot use.

Re: Mobile 4G Router EE do you really have any decent support at all

XRaySpeX — Mon, 29 Aug 2022 10:27:34 GMT

Most mobile routers also do texts. Does it have an envelope LED on it?

Re: Mobile 4G Router EE do you really have any decent support at all

SuzeFawcett — Mon, 29 Aug 2022 10:29:17 GMT

Well I tried speaking to your mobile care team and they were completely hopeless! why do you sell these if you don't have decent up time and support services on them - I mean what kind of staff repeatedly try to send verification codes to a router on a chat line! really I think training your staff would be a really big help to your customers

Re: Mobile 4G Router EE do you really have any decent support at all

SuzeFawcett — Mon, 29 Aug 2022 10:30:28 GMT

it has no display/screen

Re: Mobile 4G Router EE do you really have any decent support at all

XRaySpeX — Mon, 29 Aug 2022 10:31:42 GMT

No LEDs at all?

Re: Mobile 4G Router EE do you really have any decent support at all

SuzeFawcett — Mon, 29 Aug 2022 10:33:41 GMT

Re: Mobile 4G Router EE do you really have any decent support at all

XRaySpeX — Mon, 29 Aug 2022 10:40:32 GMT

Yes, the 3rd LED is an envelope. That router does texts.

Login to your MBB router at http://192.168.1.1 with username/pwd as "admin"/"admin" or with the admin password found under the battery cover & then look for the SMS section.

Re: Mobile 4G Router EE do you really have any decent support at all

SuzeFawcett — Mon, 29 Aug 2022 10:55:59 GMT

Thank you but why can't EE just send me a text message to my Giffgaff phone and this doesn't help the problem really does it, why can't I buy a data package when I have £28 credit on my account. Why do EE staff tell me I don't have any credit, why do I get a "Forbidden" message when I go to the buy data package option under mobile broadband - just a completely terrible waste of a full morning trying to sort this out.

Re: Mobile 4G Router EE do you really have any decent support at all

XRaySpeX — Mon, 29 Aug 2022 11:01:59 GMT

Your GG phone doesn't verify you possess the SIM in the router.

Can't you buy a data add-on or pack from your online MyEE?

Re: Mobile 4G Router EE do you really have any decent support at all

SuzeFawcett — Mon, 29 Aug 2022 11:17:05 GMT

regardless they could send an email couldn't they rather than me have to try and mess about like that and if the add on data package worked on their website I wouldn't have even needed to contact them. There are others who have said they are getting the same forbidden error?

Re: Mobile 4G Router EE do you really have any decent support at all

XRaySpeX — Mon, 29 Aug 2022 11:23:10 GMT

I know! I'm 1 of them who has kept on at the EE Community Staff here to get EE to fix it PDQ.

Re: Mobile 4G Router EE do you really have any decent support at all

Leanne_T — Mon, 29 Aug 2022 16:10:21 GMT

Hi @SuzeFawcett

This has been reported to the relevant team.

When you contacted us was the data added for you?

Leanne.

Re: Mobile 4G Router EE do you really have any decent support at all

SuzeFawcett — Mon, 29 Aug 2022 16:35:49 GMT

No nothing was resolved

Re: Mobile 4G Router EE do you really have any decent support at all

9876987 — Mon, 29 Aug 2022 19:50:24 GMT

Same boat sadly - bought one as a temporary device we have used for longer than expected and the service is awful. Nothing on the app works, all of the services are designed for mobiles that can text and call and even if you force your way through support they still can't help. Sorry you're having the same problems.

Re: Mobile 4G Router EE do you really have any decent support at all

SuzeFawcett — Mon, 29 Aug 2022 20:14:43 GMT

Criminal really isn’t it. Their shop and sales seem extremely efficient at taking our money,