topic Re: Technical support is a JOKE in Mobile Broadband

Technical support is a JOKE

mav359aaa — Mon, 03 Oct 2022 15:19:51 GMT

So i tried asking a basic technical support question this orning and had to explain to the TECH SUPPORT GUY..... what an ISP is

YOU..... You are the ISP

The rest of the conversation was a joke, didnt know what an external IP was, didnt understand the concept of DNS and knew NOTHING about the router. Was promised a phone call back, never recieved it

So disapointing, if anyone reading this is thinking of getting EE broadband dont

Trying to cancel now

Re: Technical support is a JOKE

XRaySpeX — Mon, 03 Oct 2022 15:26:09 GMT

You did call the BB option on CS?

Re: Technical support is a JOKE

mav359aaa — Mon, 03 Oct 2022 15:30:40 GMT

i called tech support and was put through to the 5g broadband support, he had no idea about anything it was a disaster.

He had no idea about anything and wouldnt put me through to level 2, he said he'd call me back, he didnt.

NO ONE i can speak to knows anything about the product they are selling

Re: Technical support is a JOKE

XRaySpeX — Mon, 03 Oct 2022 15:33:27 GMT

Ah, you have mobile BB then? No wonder!

Re: Technical support is a JOKE

Schockwave — Mon, 03 Oct 2022 16:36:04 GMT

@mav359aaa , it is the mobile team, I believe you need to speak to, as it is mobile broadband and not fixed broadband.

Maybe you can write here your problem and someone can help you.

@EssexBoyEE may be able to help, when he is around.

Re: Technical support is a JOKE

mav359aaa — Mon, 03 Oct 2022 16:35:20 GMT

tried tech one more time..... doesnt know what an external IP is, no idea what DNS is. i have just had to explain the concept of DDNS and spoken with a lady who got frustrated because she did't didnt know anything

I do not understand how anyone can be hired to work on a technical support desk for a broadband ISP provider and not know basic networking concepts and i have spoken with three people now all of them who know nothing about networking or even basic firewall settings

Just organizing cancelling it now

Awful experience

Re: Technical support is a JOKE

Schockwave — Mon, 03 Oct 2022 16:38:47 GMT

@mav359aaa , I have just added that @EssexBoyEE may be able to help, he has helped others, as I do not have mobile broadband would probably not be able to help.

Re: Technical support is a JOKE

Chris_B — Mon, 03 Oct 2022 17:39:37 GMT

@mav359aaa And at no point have you asked your question on here? You’ve only criticised and don’t actually seem to want help with your issue.

What’s the issue/problem/ask your question that’s the point of this forum to help each other not just criticise CS.

Re: Technical support is a JOKE

XRaySpeX — Mon, 03 Oct 2022 17:42:05 GMT

Why not try us with your problem? At least we understand all your technical terms, even if EE's mobile CS doesn't.

Re: Technical support is a JOKE

mav359aaa — Mon, 03 Oct 2022 18:23:29 GMT

For so weird reason the account i set up and asked the question on was reset

The external IP of the router is not pingable from an external network. i have a DDNS account setup and a VM running an auto updating service that checks the external IP every 5minutes. From a external network i can can ping the DDNS adddress and it resolves the IP but i can get no reply even if i ping the external address directly
Port forwarding is setup correctly it resolves the address but i get nothing in reply. I have had no problem with this setup on a BT line and my ASUS router for the last 6 years, all i wanted was confirmation from EE that i should be able to get a reply when pinging one of their external ranges,

If EE are branching into mobile broadband or even landline based services then they should be able to support their equipment, instead i got "if you have internet then thats all we support" & i shouldnt have to explain to a technical support member what an ISP is and that in this case "you're the ISP". Spoke with 3 people today.

The sales satff could not have been more helpful and i spoke to a young lady who has cancelled it for me (former tech support), shes said "shes reading the tech staff notes and none of them make sense". again super helpful

I'm super frustrated because my terrible copper connection cant be upgraded and the speeds were great but there are certain features i need control over and if tech support is this bad at the start im not getting locked in with them if i needed their help down the line. I have already spoken with Three and they have been far more helpful

Re: Technical support is a JOKE

XRaySpeX — Mon, 03 Oct 2022 18:51:36 GMT

@mav359aaa : You are finding yourself up against a limitation of EE's mobile network. The EE mobile network uses Carrier Grade NAT (CGNAT) resulting in a double NAT, which games consoles often object to, which means you don't get your own public IP address but share it with other users. So you can't be uniquely id'ed on the Net & therefore your LAN cannot be addressed from outside for unsolicited accesses. This is unlike fixed BB.

If this occurs there is nowt you can do to avoid it.

Re: Technical support is a JOKE

XRaySpeX — Mon, 03 Oct 2022 18:56:07 GMT

@mav359aaa wrote:

For so weird reason the account i set up and asked the question on was reset

For whatever reason, you have changed your nick since then. You previously posted as @Mav359 under which I gave you the same advice on Sat.