topic Re: Missold Mobile Broadband Plan (also missold router) in Mobile Broadband

Missold Mobile Broadband Plan (also missold router)

mp1991 — Wed, 12 Jul 2023 13:39:45 GMT

I took out a 5g Mobile Boradband plan last week, the person in the store said I would get speeds of around 30mb they also asured my that they were giving me a 4g router with a 5g sim but I would still be able to access the 5g network through that router. I have had the device for nearly a week and havent been able to get average speeds above 2/3mb which is totally unusable, I went online to check the coverage and it says the device I was sold will not work in my area. Now when I try to return it instore that have tried to say they don't accept returns.

What should I do?

Re: Missold Mobile Broadband Plan (also missold router)

Chris_B — Wed, 12 Jul 2023 14:07:38 GMT

@mp1991 you can not get 5G on a 4G router regardless of there being a 5G sim in the device. The router has to support 5G in order to get 5G On that device even with that sim you’ll only get 4G. A 5G sim will pick up 4G also.

All EE contracts sims support 5G but your tariff can only be a 4G tariff if you’ve only got a 4G router.

Re: Missold Mobile Broadband Plan (also missold router)

mp1991 — Wed, 12 Jul 2023 14:17:26 GMT

Thank you for confirming this.

What should I do now that the store has refused to take it back?

It is still in its orignal packaging with all of the cables supplied and I have my receipt.

Re: Missold Mobile Broadband Plan (also missold router)

Chris_B — Wed, 12 Jul 2023 14:23:34 GMT

@mp1991 Was it sold to you as a 5G tariff or a 4G tariff?

Re: Missold Mobile Broadband Plan (also missold router)

mp1991 — Wed, 12 Jul 2023 14:32:25 GMT

It was sold as a 5G tariff.

Re: Missold Mobile Broadband Plan (also missold router)

Leanne_T — Wed, 12 Jul 2023 16:01:27 GMT

Hi @mp1991

I am sorry to hear this, did you explain to the store when you returned the router is not 5G and would not connect to the 5G network?

If so, I would suggest getting in touch with our mobile care team to see what they can do to help.

Leanne.