topic Re: NO REAL HELP in Archived Posts

NO REAL HELP

martinreeves — Wed, 05 May 2021 08:47:36 GMT

I'm so fed up with EE. My Internet speed most days is 1Mb/s or less then it rises to 30+Mb/s instantly. I'm paying for 76Mb/s

It is IMPOSSIBLE to get through to an EE technician — there doesn't seem to be any facility to do this. Do EE technicians even exist?

The only help is through this platform. But the help I was offered makes it necessary for me to know technical knowledge that I do not have.

I feel SO FRUSTRATED. I'm paying for a service and there is NO ONE at EE to actually solve the problem. Just the 'EE community' saying 'do this and try that'. I was told to upload a systems log. I really have no idea what a "systems log" is or how to even "Obscure your names & any numbers in the BB Username & also the SSIDs."

I uploaded screenshots of speed tests and info I was advised to pass on, but my emails return to me as either undeliverable or the EE community persons says "no attachments received". I send screenshot attachments all the time to friends. Why doesn't the EE community email receive my screenshots?

And surely if my Internet speed is snail pace most of the time, then medium speed occasionally then there is a problem that EE THEMSELVES SHOULD FIX.

I would never recommend EE to anyone and will definitely pass on my experiences.

I'll be looking into stopping paying for my service, without completing my contract (why should I pay for a service I don't receive?) and going back to BT. At least with BT there are technicians who deal with problems.

Re: NO REAL HELP

Mustrum — Wed, 05 May 2021 09:26:09 GMT

@martinreeves it is difficult to help when you don't provide any of the requested information.

You claim to have attached stuff, but you can see in your forum posts that nothing is attached.

Whether on here, or via the EE CS team, you do need to provide basic information to be able to get help.

Re: NO REAL HELP

James_B — Wed, 05 May 2021 09:36:05 GMT

Hi @martinreeves,

If you are having issues locating the information requested in your community thread, please get in touch with our Broadband Care Team directly on 0800 079 8586.

They'll be happy to help. 🙂

James

Re: NO REAL HELP

XRaySpeX — Wed, 05 May 2021 10:04:21 GMT

@martinreeves : You were asked to come here directly & not rely on email replies to post with image attachments that don't get included. I dunno whether you did this post that way. Just browse to https://community.ee.co.uk/t5/Broadband-home-phone/bd-p/broadband & type in your posts.

You should not need any special technical knowledge to answer my Qs. I am just asking you to follow my instructions to provide some diagnostic info to help me to help you. I don't expect you to interpret what you see or even understand it. That's my job. If there's something I've asked you to do that you don't understand, all you need do is just ask.

Re: NO REAL HELP

martinreeves — Thu, 06 May 2021 09:14:11 GMT

Sorry to everyone for my outburst. I work shift and am really tired of
late.
I've a busy weekend ahead so won't be able to follow up on any advice until
early next week.
My Internet speed is a steady 33Mb\s right now.
Apologies,
Martin.

Re: NO REAL HELP

Leanne_T — Thu, 06 May 2021 09:18:14 GMT

Hi @martinreeves

No problem at all, I can imagine how frustrating this must be.

When you get a chance next week, you can call our Broadband Tech team who will get this looked into for you.

Let us know how you get on.

Leanne.

Re: NO REAL HELP

martinreeves — Thu, 06 May 2021 09:22:11 GMT

Many thanks Leanne,
Sorry again for my outbursts...

Re: NO REAL HELP

Leanne_T — Thu, 06 May 2021 09:36:09 GMT

No problem at all @martinreeves

I hope you get some rest and catch up on some sleep soon 🙂

Leanne.