topic Re: New contract in Broadband & Landline

New contract

valdisz — Thu, 29 Aug 2024 10:45:01 GMT

You have already changed the payment for the new contract a long time ago. Today, that is, on August 29, the master is due to arrive. But he is still missing. I have a day off today to meet with the master to connect. Instead of 500mb, I still get 20mb. But since August 13, I have to pay for 500 MB already. Maybe you can figure it out. Thank you.

Re: New contract

QueenAfyn — Thu, 29 Aug 2024 11:38:54 GMT

Hi,

I'm working from assumptions here but it sounds like you're suggesting that fibre 500 was supposed to be installed on the 13th and it still hasn't been so you're either still using your old copper/part fibre line or the Hybrid connect. If that's the case then you might need to talk to EE about it but Ofcom's Auto Compensation would likely apply and depending on circumstances it might go down as Delay in Provision or Loss of Service but it's impossible to be sure without knowing more about the circumstances. If there are missed engineer appointments there would likely be compensation for that as well.

-Jade

Re: New contract

valdisz — Thu, 29 Aug 2024 13:04:06 GMT

I'm not guessing about August 13th, I know because I received an email from EE.

Re: New contract

JimM11 — Thu, 29 Aug 2024 13:18:59 GMT

@valdisz This public forum has no account details or knows who you are, if you have a direct accounts issue then you have to take this up with EE CS, link below will get you were you need to be, i would suggest Account and billing.

Re: New contract

XRaySpeX — Thu, 29 Aug 2024 13:19:49 GMT

What speeds are shown on the BB Status page of the router?

Re: New contract

XRaySpeX — Thu, 29 Aug 2024 13:36:08 GMT

Your image will not be approved for display on this public site while it has your mobile no. in it.

Re: New contract

valdisz — Thu, 29 Aug 2024 14:19:22 GMT

The Internet speed check function does not work on your resource.

virginmedia.com/broadband/speed-test show: 153 mbps. Start only today.

In contract 500mbps !!!!!!

Re: New contract

XRaySpeX — Thu, 29 Aug 2024 14:24:00 GMT

I'm not asking for a speed test. I want to see what the router itself reports. Login to your EE Smart Hub/Router at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router. Then post the speeds shown on the BB Status page you see.

Re: New contract

valdisz — Fri, 30 Aug 2024 07:17:19 GMT

I went to the specified address on my router, I don't see where the BB is, WAN link speed: 1000Mbps

Upstream:1000Mbps; Downstream:1000Mbps

The Internet speed in this case is 10Mbps!!!!

Re: New contract

JimM11 — Fri, 30 Aug 2024 07:32:38 GMT

@valdisz This is probably the best option for you click link below and select as you require.

https://ee.co.uk/help/contact-ee/technical-support/broadband-landline

Contact us about your broadband and landline

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

Charges may apply at your standard rate.

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 minutes to book a slot.
If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

Opening hours:
Monday to Friday, 8am to 9pm
Saturday and Sunday, 8am to 8pm

Call us

Monday to Friday, 8am to 9pm
Saturday and Sunday, 8am to 8pm

From your EE mobile

150

From any other phone

0330 123 1105

Calls are free from an EE number. Charges may apply if you call from another network.

Text relay and sign language services

To make a text relay call using the Relay UK service, dial 18001 in front of the following number:

07953 966 150

Re: New contract

valdisz — Fri, 30 Aug 2024 08:18:43 GMT

Everything is done as it is said. The text is on 66033. They wrote that it was necessary to restart the router. I've done everything. As a result, the Internet speed is 25Mbps instead of 500Mbps according to the contract.

Re: New contract

valdisz — Fri, 30 Aug 2024 08:26:08 GMT

OK now 120Mbps. But this is not according to the contract 500Mbps minimum 250Mbps.

Re: New contract

XRaySpeX — Fri, 30 Aug 2024 08:33:18 GMT

How are you measuring your speed? Are you doing it over Ethernet?

Re: New contract

valdisz — Fri, 30 Aug 2024 17:35:01 GMT

As far as I understand, you are just laughing at your customers. In the evening, the speed dropped again to 5Mbps. If you are unable to fulfill your obligations under the contract, say so. In this case, I will have to look for another provider.Well, it can't be that my computer takes 130Mbps during the day, and only 5 Mbps in the evening. And these 130Mbps are far from half the minimum amount under the contract

Re: New contract

JimM11 — Fri, 30 Aug 2024 17:45:35 GMT

@valdisz Until you actually post your status screen from the hub manager that you have still to do, login, capture the screen and post on the forum. YOU DO KNOW that we are customers like yourself, this is a public forum and you are not talking to EE.

Re: New contract

XRaySpeX — Fri, 30 Aug 2024 18:05:29 GMT

I don't have any customers & "we are not amused"!

Re: New contract

valdisz — Fri, 30 Aug 2024 18:07:30 GMT

In that case, where are they hiding? They are happy to take the money immediately. There is no way to send an email normally.

Re: New contract

JimM11 — Fri, 30 Aug 2024 18:20:14 GMT

@valdisz You were sent the link earlier, if you want help then you will have to call them. EVERYONE pays up front so yes they take the money, it is no different for ANY isp! E-MAIL is not a form of communication same also goes for chat and text.

Re: New contract

valdisz — Fri, 30 Aug 2024 18:29:57 GMT

Re: New contract

XRaySpeX — Fri, 30 Aug 2024 18:34:47 GMT

Are you doing those speedtests over Ethernet or WiFi? If WiFi, can you try Ethernet?