topic Re: EE Service Poor in TV

EE Service Poor

Msaladays — Mon, 26 Aug 2024 16:47:16 GMT

Why did I make this change, My BT Broadband has been perfect for 10 years. This new EE service is terrible. My account is still not visible on the App and many issues with Wi-Fi signal / TV access dropping in and out. Engineer says it will take time to get better as everything is moved across and bugs are fixed. Unacceptable to get me to change when the service is not ready. 😡

Re: EE Service Poor

Chris_B — Mon, 26 Aug 2024 17:55:45 GMT

@Msaladays Ive had new EE broadband for around 2 months now with no issues at all. What engineer says it’ll take time ?

Re: EE Service Poor

donalsmith — Mon, 26 Aug 2024 17:59:27 GMT

Same here, not an issue for years with BT and now endless ones with EE.

Shambles.

Re: EE Service Poor

Peter_W — Tue, 27 Aug 2024 10:17:26 GMT

Good morning @Msaladays

Welcome to the EE Community.

I'd hate to think you've been struggling so much since making the move across, and we definitely want to make sure you can get this sorted out.

Are you using the same connection as before, or since switching from BT have you moved to Full Fibre?

Also when the WiFi connection is dropping out, do you notice any changes to the lights on your hub?

Peter

Re: EE Service Poor

Deano1711 — Tue, 27 Aug 2024 10:43:09 GMT

I moved from old ee to the new one with tv i had nothing but problems as you say broadnand dropping out cant access anything on the app engineer visit 3 times couldnt fix . Customer service under ee/bt is the worst i have ever experienced. I am more knowlegable than the tv bods. Amd we pay for a premium as they are supposed to be the best which is very debatable. I left in the end amd joined sky broadband and stream absolutely faultless even though an ee member of staff tried to tell me that i have a fault on my line and it wont get better just by switching providers. Well let me tell them that my internet .has been sublime not dropped out once and stream is fantastic . So the problem was ee not openreach or my connection.. now saving a lot of money for a much better all round service.

Re: EE Service Poor

DarrenDev — Tue, 27 Aug 2024 10:52:33 GMT

It's worth noting that the engineer's comments about "take time to get better" will be referring to the EE app and online experience - most services aren't currently ready online, and you need to call to make changes to your account.

The broadband and TV services should work fine though, and any issues you're experiencing are faults that need to be raised/fixed.

One caveat: there are known bugs specifically with the TV Box Mini when connected to the new EE Smart Hub. They're being worked on, with fixes being rolled out over the coming weeks.

Re: EE Service Poor

Msaladays — Wed, 28 Aug 2024 06:58:03 GMT

Same connection, Wi-Fi seems stable now. TV / Apps is the issue. Keep getting a code / error messages. I have good wired connection from my TV to watch various Apps but when I use the new EE box it is not stable… says apps are not responding check your connection. When it does work the picture quality is poor.

Re: EE Service Poor

Msaladays — Wed, 28 Aug 2024 07:03:28 GMT

I’m very close to cancelling my agreement… spent hours of my time trying to fix had 2 engineers visit.. nothing they could do. BT online support team would have fixed these issues over the phone. EE app keeps asking me to create pin when I’ve already done this 4 times. Everything just seems very unstable… not mentioning the cheap looking equipment with white Wi-Fi discs😡

Re: EE Service Poor

DarrenDev — Wed, 28 Aug 2024 07:06:24 GMT

They're mostly the same people on the phone @Msaladays - BT and EE are one company.

Could you please confirm exactly how your TV Box is connected to your internet? Is it direct to the hub with an ethernet cable? Or via anything else? e.g. powerline adapters?

Re: EE Service Poor

Msaladays — Wed, 28 Aug 2024 07:07:35 GMT

Thanks for commenting, they should never have told us to move across until all services were working… not one phone call to ask if we can help…☹️

Re: EE Service Poor

Msaladays — Wed, 28 Aug 2024 12:59:21 GMT

Hi Darren, adapters, been on a call with EE this morning and it seems I need new adapters… they have ordered and will be with me on Friday. On installation they should have supplied new adapters as my ones are 10 years old BT ones, which still work for my TV. It seems not working with new EE box.

hopefully getting nearer to the problem🤞🏻

Re: EE Service Poor

DarrenDev — Wed, 28 Aug 2024 13:05:41 GMT

Powerline adapters aren't supplied as standard anymore - they were originally issued when our TV boxes didn't support Wifi. The preferred solution now is to use Wifi, taking an EE Smart Wifi subscription if the signal to your TV Box isn't strong enough. I'm glad the agents were able to help by providing replacements though.

Re: EE Service Poor

MetalFan459 — Wed, 28 Aug 2024 14:09:21 GMT

I’ve also changed from BT to ‘new’ EE and the experience has been appalling. The after care is non-existent, the tech help through the app is limited, usually resulting in the ‘guide’ telling you that you need to phone 150.

I’ve spent several hours on the call to various guides who are unable to solve my issue. They seem to ignore the fact that my order clearly hasn’t completed properly and insist on wanting to send an OpenReach engineer out! With me being unable to use any app features to managed my account and calls to 150 either resulting in;

being disconnected with no call back/follow up

being transferred to a department who cant help

being cut off whilst being transferred

having yet another engineer appointment (who inevitably won’t show and will close the appointment)

Ive had to register a complaint, but I doubt that will get me anywhere either!

a few more days and I’ll have hit more than 30 days below my guaranteed speed - at least then I’ll be able to cancel and take my custom elsewhere!

Re: EE Service Poor

Deano1711 — Wed, 28 Aug 2024 14:04:31 GMT

Thats what i did i never got the speeds either after 3 engineer visits. I know now it was clearly ees end which was the problem not openreach. Had no problems on the old ee.. if you dont get the speeds you are free to leave at any time with no charges. I went back to sky for tv broadband and mobile and for a lot less money am getting a far superior service no problems at all. I will never make the mistake of leaving sky again. EEs customer services were at times laughable with only a hanfull of people knowing what they are doing . And still now EE are selling people products that dont work mainly the app. False advertising . Its a shame because the whole idea is great it it only worked. Changing packages online is the main gripe.

Re: EE Service Poor

julie404 — Wed, 15 Jan 2025 12:15:37 GMT

I too changed from BT to EE October 2024, worse mistake I have ever, made have had 5 engineers out, 2 cancelled appointments 1 they cancelled, on the day the engineer was due, 2nd one no-one turned up no phone call or message this was booked between 1-6 called them at 6 to be told that the department I needed was closed to call back the next day, still have stability issues which they can see there end, have another engineer booked for Friday 16-01-2025 not holding my breathe, internet shocking all over the place loosing connection bad internet spikes, was sent out 2 new hubs in Jan 2025 as 1 was not working, was told could be my ethernet cable, so went out and brought new ones still the same issues. see what Friday brings when yet another engineer is booked, but think I will be looking elsewhere as EE cannot deliver what I am currently paying for.