topic Re: Miss-sold EE broadband in Broadband & Landline

Miss-sold EE broadband

JennyC1968 — Tue, 02 Jan 2024 10:08:17 GMT

As my BT Halo 3+ package was due to end in January I called BT on 18 December to find out about new package. I live in a very large, very old house. When we moved to fibre the fantastic BT engineer supplied us with 3 extender disks as this was the only way of getting coverage in every room. During my webchat with BT, I was sold EE Full Fibre Gigabit Full Works. Before I accepted the contract (via webchat) I repeatedly asked for confirmation I would be supplied with a router and 3 wi-fi disks. I was repeatedly told it would be like-for-like and as I currently have 3 disks, 3 EE discs would be provided. Package arrived on 21 December and only 1 disk included. I've called today an opened a complaint with EE regarding being miss-sold. Their solution: to send out one disk today. I'm not allowed to book an engineer appointment until the disk is received. Unlike the BT engineer, the EE engineer won't be able to provide a third disk. If the EE engineer can't provide wifi in every room we will need to order a third disk and another visit. This will drag on! I can cancel under distance selling regulations by 4 January (14 days after equipment was received) - this is per the terms and conditions at the bottom of the email EE sent - despite EE telling me on the phone today is it 14 days since activation. Any advice from anyone? I've had such brilliant service for years from BT and never been tempted to leave - but the service from EE has been awful. If I cancel today can I go back to BT? Anyone else had this issue? Luckily we still have the old BT equipment which works fine - but we are supposed to send this back.

Re: Miss-sold EE broadband

Neil-O — Tue, 02 Jan 2024 10:58:50 GMT

Hi @JennyC1968 Welcome to the community and thanks for posting, I'm sorry you feel that way. You can get up to 3 discs with your new EE package. These are normally sent one at a time, this is the same policy that is normally followed for BT customers too.

We have found that customers may not need as many discs as before as they use upgraded hardware and wifi technology resulting in better coverage, we'll be happy to take a look at this and get you another disc sorted if another one is required. I'll send you a private message in a moment so you can get in touch with your details.

Thanks

Neil

Re: Miss-sold EE broadband

SueN3 — Mon, 25 Mar 2024 11:11:09 GMT

I have an almost identical problem except I upgraded to EE FullFibre from BT via an EE shop having been told all BT customers were being moved to EE Fullfibre. Like you, I explained I need WiFi disc extenders in parts of my home and I was assured the BT discs were compatible and I could keep them to use.

To my amazement, after taking 3 months to install fibre (4 attempts), I was told this morning I have the “basics” package and so cannot use the discs. The package is more expensive than I was paying for Halo 3 and I was told I was getting like for like but with faster speeds.

I have now received an email to advise I need to return the BT hub and discs or be charged!

Calling 150 today, they are unable to help because I have taken the contract out via an EE shop. The advice given is to go back to the shop, cancel my contract (still in cooling off period as fibre only installed a few days ago) and see if they can give me a better contract. Really? That isn’t what I consider good customer service

Re: Miss-sold EE broadband

XRaySpeX — Mon, 25 Mar 2024 11:19:03 GMT

@SueN3 :

If the BT discs are the black BT Complete WiFi discs they are not compatible with the EE SH+. Only the white "high st" Whole Home disks were.
You have no statutory cooling-off period from the time of installation as you ordered instore. It only applies to online & phone orders.

Re: Miss-sold EE broadband

Mathias501 — Sat, 02 Nov 2024 06:51:36 GMT

I too was mis-sold in and EE store, only moving from BT to EE, not only have I lost my extender, I have also had my connection speed downgraded from 70mbs to 50mbs. It's been longer than 14 days before I noticed as I don't often have large downloads, but it's much slower than the service I got before. The person who sold me the switch told me it was like for like and I'd keep the extender.....clearly a lie.

I will be moving everything away from EE as soon as I possibly can.

Re: Miss-sold EE broadband

XRaySpeX — Sat, 02 Nov 2024 06:55:38 GMT

@Mathias501 : Which EE BB plan are you on including its speed? What EE router do you have?

Re: Miss-sold EE broadband

Johnktm — Sat, 02 Nov 2024 07:11:59 GMT

When I switched over from BT I was initially told the WiFi extenders were free, but later, after I got them found I was being charged £10 for each of the two extenders I had, I sent them back and bought some power line plug in extenders instead.

The switch from BT to EE has been a disappointing experience for me too.

Re: Miss-sold EE broadband

Mathias501 — Sat, 02 Nov 2024 07:17:18 GMT

I have since checked my account online and I've been put on Essentials Fibre 50 and the router is a Smart Hub

Re: Miss-sold EE broadband

XRaySpeX — Sat, 02 Nov 2024 07:23:48 GMT

@Mathias501 : What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

Re: Miss-sold EE broadband

Mathias501 — Sat, 02 Nov 2024 07:52:53 GMT

It returns nothing as it's no longer a BT number, so I am assuming I have also lost my land line.

Re: Miss-sold EE broadband

Mathias501 — Sat, 02 Nov 2024 07:53:47 GMT

This just gets worse!

Re: Miss-sold EE broadband

XRaySpeX — Sat, 02 Nov 2024 07:55:59 GMT

Then use the Address Checker from the the 3-bar Menu at the top.

Re: Miss-sold EE broadband

Mathias501 — Sat, 02 Nov 2024 07:59:24 GMT

I can't use that as the building number does not allow letters, so I can put in my proper address

Re: Miss-sold EE broadband

Mathias501 — Sat, 02 Nov 2024 08:00:12 GMT

I can tell you now that I previously had 70mbs with BT, sometimes slightly more. Now I just about get 45mbs

Re: Miss-sold EE broadband

XRaySpeX — Sat, 02 Nov 2024 13:00:53 GMT

@Mathias501 : Can't you use it as Building Name?

OR if you just enter your postcode, when you hit Submit it'll come up with a list of addys in your street.

Re: Miss-sold EE broadband

Mathias501 — Sat, 02 Nov 2024 13:01:29 GMT

Re: Miss-sold EE broadband

XRaySpeX — Sat, 02 Nov 2024 13:05:32 GMT

@Mathias501 : There's no reason there for EE not offering you their Essentials Fibre 74 plan.

Re: Miss-sold EE broadband

robh661 — Sat, 02 Nov 2024 13:09:53 GMT

I think all BT residential users are being mis-sold broadband products, I was mis-sold a 1.6gb through an EE Guide, that nearly cost me £800 for exit fees, even though quite a few people on here have said I shouldn't have been.

Managed to make the switch to EE at the same speed and same price which is 900mb & 110mb,without the exit fees in the end.

But when you look at what a 1.6gb user is paying for their service which is £69.99, and mine is £99.99. It looks like I'm subsidising the faster speed user.

In my opinion EE & BT need to get their act together and treat all customers the same, whether we're NEW or TRANSFERRING from BT to EE.

Re: Miss-sold EE broadband

Leanne_T — Sat, 02 Nov 2024 13:45:53 GMT

Hi there @Mathias501

Thank you for coming to the community and providing these details.

Please get in touch with our broadband team and they will get the plan looked into for you and see what options are available for you.

Leanne.

Re: Miss-sold EE broadband

JimM11 — Sat, 02 Nov 2024 14:12:38 GMT

@robh661 You need to look at your package and pricing!