topic Re: Smart hub pro WiFi 7 with 1.6gbps service in Broadband & Landline

Smart hub pro WiFi 7 with 1.6gbps service

Phillipbr00ks — Thu, 19 Dec 2024 13:50:05 GMT

Hi.

for the past two months I’ve been on the phone every week trying to get this new router sent out to me. I’ve had several ‘forms’ been sent off to the ‘offline team’ for a bulk order to be sent on a Thursday and router to arrive on a Monday/tuesday. As I say this has now been ongoing for over 2 months and still I don’t have said router. Why is it so hard for EE to send me the router that I’m entitled to. Please can someone advise.

any response is greatly appreciated

Re: Smart hub pro WiFi 7 with 1.6gbps service

JimM11 — Thu, 19 Dec 2024 14:05:50 GMT

@Phillipbr00ks Do we assume that you have raised a formal complaint, filled in the form and submitted it?

Re: Smart hub pro WiFi 7 with 1.6gbps service

Phillipbr00ks — Thu, 19 Dec 2024 14:51:30 GMT

Yes

Re: Smart hub pro WiFi 7 with 1.6gbps service

JimM11 — Thu, 19 Dec 2024 15:06:48 GMT

@Phillipbr00ks Then Exec Complaints should get, read, organise call you and get whatever needs to be done sorted, if they cannot that should also be explained so you no where you stand with it all. It's a process, takes time but it does happen.

Re: Smart hub pro WiFi 7 with 1.6gbps service

Phillipbr00ks — Thu, 19 Dec 2024 15:41:49 GMT

3 complaints have been opened and all 3 closed without my permission. Becoming a joke now

Re: Smart hub pro WiFi 7 with 1.6gbps service

JimM11 — Thu, 19 Dec 2024 15:58:04 GMT

@Phillipbr00ks Do a daily complaints form and submit it daily also, someone will have to stand up and be counted. The Forum can only listen but it does not get you anywhere unless one of the EE support step up and aide you.

Re: Smart hub pro WiFi 7 with 1.6gbps service

Peter_W — Thu, 19 Dec 2024 17:11:53 GMT

Good afternoon @Phillipbr00ks, I'm disappointed to hear that you feel no progress is being made with your complaint.

If you get in contact with our team, they'll be able to confirm if there's a complaint open at present, and if needs be you can request to escalate this.

As @JimM11 has highlighted too, there is also our online complaints webform, but I'd recommend checking where things are on your account first.

If you're unhappy with how this is being managed we absolutely have an escalation process, and you can find all the details you need on this via our complaints code of practice.

Peter

Re: Smart hub pro WiFi 7 with 1.6gbps service

Phillipbr00ks — Thu, 19 Dec 2024 18:34:02 GMT

Is there any way u can deal with my issue regarding the router please?

Re: Smart hub pro WiFi 7 with 1.6gbps service

Peter_W — Thu, 19 Dec 2024 18:36:37 GMT

I'm sorry @Phillipbr00ks but we don't have access to your account via this public forum.

If you check out the complaints code of practice I shared above though, this gives you all the details you need on how our team will manage your query, and the ways you can take this further if necessary.

Peter

Re: Smart hub pro WiFi 7 with 1.6gbps service

Phillipbr00ks — Thu, 19 Dec 2024 19:10:26 GMT

I’ve opened a case with the communications ombudsman

Re: Smart hub pro WiFi 7 with 1.6gbps service

Phillipbr00ks — Thu, 13 Feb 2025 21:13:28 GMT

I’m a 1.6gbps customer and have asked EE since September for this router to be sent to me. It’s now February and I still haven’t got it, numerous complaints open and closed (without consulting me, might I add) and still no further forward than I was in September. Why does it take EE so long to assign a router to me and send it.

Why is it that new customers get it from the get go? But us loyal existing customers are left waiting and left disheartened by their service provider.

Re: Smart hub pro WiFi 7 with 1.6gbps service

JimM11 — Thu, 13 Feb 2025 21:24:54 GMT

@Phillipbr00ks How is your case with the Ombudsman going along at present?