topic Re: So many problems since changing from BT to EE. Am I able to cancel contract? in Broadband & Landline

So many problems since changing from BT to EE. Am I able to cancel contract?

Andyregs — Tue, 29 Oct 2024 13:53:41 GMT

I had broadband with bt for years and never once had a problem. Never had to call for support. I had my contract moved to EE and it’s been constant problems. The broadband keep dropping to a crawl and after numerous calls and two engineers I’m no better off. They are going to send another engineer out but I don’t expect and success. Are you able to cancel your contract because I’m not getting the service I’ve laid for and it’s getting frustrating as I reply on it so much.

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

Mustrum — Tue, 29 Oct 2024 14:30:52 GMT

@Andyregs you would need to give any supplier sufficient time and access to resolve any faults before they would consider releasing you from your contract.

But given this is your first post and you have given no clues to the issue you have I suspect you will have let them go through a few more steps yet. Besides, EE use the same equipment and lines as BT, so who else would you go with?

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

Andyregs — Tue, 29 Oct 2024 14:36:35 GMT

I have hd 5-6 support phone calls and I’m about to have an engineer come out for the third time? I haven’t posted here before because I rang ee instead. It doesn’t mean I haven’t attempted numerous times to fix the issue.

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

JimM11 — Tue, 29 Oct 2024 14:51:47 GMT

@Andyregs Here is the link from help that you need to read. Hope that it helps.

Understanding your broadband complaint | Customer Care | EE

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

carlito000 — Tue, 29 Oct 2024 16:34:26 GMT

Is the EE broadband fibre? Were you on BT fibre previously or older non-fibre broadband? What speed are you supposed to be getting?

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

Andyregs — Tue, 29 Oct 2024 17:11:08 GMT

No just normal broadband for both. I just had my account moved over to ee. Should be getting at least 38-40 mgps which isn’t great as it is. When it drops it goes down to anything between less than 1 and 7. The website says it’s a broadband guarantee and if you can’t get the promised speeds after 30 days of reporting it then you could be able to leave the contract. I’ve had this issue for months. But the problem is that I don’t k is that they haven’t actually fixed the problem until it starts dropping again. By then They have closed the ticket.

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

JimM11 — Tue, 29 Oct 2024 17:18:11 GMT

@Andyregs Post up what router you have?

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

Mustrum — Tue, 29 Oct 2024 17:23:59 GMT

@Andyregs It WOULD BE WORTH A READ OF THE STICKY AT THE TOP OF THE PAGE FROM @XRaySpeX

https://community.ee.co.uk/t5/Broadband-Landline/Need-Help-with-Your-Home-Broadband-Speed-or-Connection/td-p/547909

The more info you can provide, the more Help you can get.

Problems that last for months need "managing" and unfortunatley for you it does require some effort from you.

But get that Complaints for filled in, as that will help get some focus on your problem. Consider using Google or your choice of search engine and look up the EE CEO and drop him an email if yu are not getting answers from CS.

HTH

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

Andyregs — Tue, 29 Oct 2024 17:57:18 GMT

Like I said we have gone through a lot of checks with them remotely (where they can see the speeds im getting) and with internal and external engineers. Im not sure what i can do that they couldnt or cant. And to be honest, i dont pay good money to spend months ‘managing’ a poor service that was perfectly fine for years until they changed it.

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

Andyregs — Tue, 29 Oct 2024 17:59:32 GMT

It’s just the EE smart hub. Last year I had the BT hub and it was fine for years. Ive had a look on here, and it seems that there are a lot of people who have experienced a drastic change in quality once they were swapped over to ee. So it must be a known issue, but Im struggling to find any answers to what their solution is.

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

JimM11 — Tue, 29 Oct 2024 18:47:58 GMT

@Andyregs There is a label on it is it the SH31B but will post a link for the routers so you can look and compare. SH31B is the EE Smarthub+ version.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

Andyregs — Wed, 30 Oct 2024 07:40:44 GMT

Its a smart hub+

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

JimM11 — Wed, 30 Oct 2024 11:20:49 GMT

@Andyregs Do you wish to spend a little time having a look see at the router to help and will try to assist if anything pops out, you have the better idea as to what has been going on longer term, will watch for your reply!

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

Topfrog99 — Tue, 05 Nov 2024 10:29:34 GMT

Similar experience. Years of (almost) trouble free service from BT. unreliable internet since switching to full fibre EE. Customer service lacking. Very upset, wish I'd gone somewhere else.

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

Christopher_G — Tue, 05 Nov 2024 15:19:50 GMT

Hi @Topfrog99

Welcome to the community.

Could you give us a little more information about what the problem is with your internet service? We'll do our best to help you.

Chris

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

Topfrog99 — Thu, 07 Nov 2024 20:13:26 GMT

Hi

just not getting reliable speeds. Call EE, I don't always get the promised
call back. When I do I spend an hour switching things on and off, and this
improves matters for a bit- I get speeds of over 100MBPS.

But it always goes back down to 5-40 mbps in the evening when we use TV.
This means we get buffering or thrown off what we're watching.

My wife works from home and online meetings are also difficult.

I am really fed up with EE, I asked on the chat this week about
compensation as I'm not getting the speeds but the operator just didn't
answer me.

All I want is a reliable internet service, and not to have to waste hours
trying to get it to work.

Any help would be appreciated!

******* ******

[Mod edit: Please do not post your full name. Thanks!]

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

Andyregs — Thu, 07 Nov 2024 18:40:43 GMT

I had an engineer come around at the weekend. Of course it was working at the time. He couldnt understand why they hadnt tried a new hub since it only started occurring when i switched from BT to EE. I need to leave it alone for a bit now as he said he’d done a few things that the person on the phone said they did remotely but he said sometimes they didnt do it properly. If it goes down again, I’ll just ask for another hub and go from there.

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

Andyregs — Thu, 07 Nov 2024 18:42:27 GMT

Ive obviously had a look around since, as i expect you have due to finding this, and it does seem that it’s a common issue.

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

Andyregs — Thu, 07 Nov 2024 18:43:16 GMT

My maximum speed is about 40 currently. Id love that to stay steady to be honest.

Re: So many problems since changing from BT to EE. Am I able to cancel contract?

Andyregs — Thu, 07 Nov 2024 18:44:30 GMT

I had an engineer out for the third time this week. I just have to wait and see if it goes down again. He couldn’t understand why they hadn’t offered a new hub as they had tried internal and external engineers so far and its the only thing that has changed since the change over.