topic Re: Not got what I was I sold in Broadband & Landline

Not got what I was I sold

Ianchapple13 — Fri, 10 Jan 2025 21:52:31 GMT

I have just moved over from Virgin Media and was sold broadband (1.6gb) & TV (big entertainment). I opted for 2 TV boxes (since I was told the second was free) and was told I would have the 4g backup (hybrid connect) all that for £77 which I thought was excellent !

I was told over the phone the order confirmation will show 900mb broadband but don't worry its just because the bolt on for 1.6gb does not show, I had no reason not to believe them.

So a couple of days ago the equipment turns up and no second box or hybrid connect, I phoned to tell them and apparently its going to take them a week to listen back the call to see what I was told.

Service was installed today and its only the 900mb broadband...again I apparently have to wait a week for them to do anything.

Not impressed and not a good start to being with EE I was either straight up lied to on the phone or this is massive fail...either way I am really not happy

Ian

Re: Not got what I was I sold

Mustrum — Fri, 10 Jan 2025 22:27:27 GMT

@Ianchapple13 how did you sign up and how does it compare with the advertised product costs? Hybrid Connect is an extra cost, as are a few other options. Dont know about the TV options.

As far as I know you cannot get Digital Voice or TV with the 1.6Gb package. Also the ONT for the 1.6Gb service has a 2,5Gb LAN port which is orange rather than yellow.

Re: Not got what I was I sold

Ianchapple13 — Fri, 10 Jan 2025 22:52:29 GMT

I signed up on the phone with a guide. Yeah I have the different ONT, the hub is connected at 2.5 according the status so it’s the right hardware.

i am not even that bothered about the hybrid connect if I’m honest, its just the fact she sold it as a feature.

I am more worried about getting the 1.6gbps I was promised.

Re: Not got what I was I sold

Mustrum — Fri, 10 Jan 2025 23:27:48 GMT

@Ianchapple13 so it seems you have 14 days to be happy with what has been provided, or reject it or whatever the terms are. There is a complaints process which you van follow, happy to find it if you can't.

Alas no one on here has account access, so not able to know the details. But if it were me I would be calling Customer Service to get answers before it is too late.

Re: Not got what I was I sold

JimM11 — Sat, 11 Jan 2025 06:29:00 GMT

@Ianchapple13 The 1.6Gb/s package currently with EE does not support DV landline and EE TV, BOTH of these features are (pegged to be available and offered) but there was no timescale applied but Indicated to be by Feb 2025, so it is possible that you may just be in that cross point, if you are calling, then you need to establish the 900 to 1.6Gb/s TO YOU shortly when the fix is applied. The Forum as public and as @Mustrum points out, CS call is were you need to go and establish what/were and the features that are MORE/MOST important to you. Looking and reading i get the impression TV and Entertainment was at the forefront!

Re: Not got what I was I sold

pcoventry8 — Sat, 11 Jan 2025 22:07:52 GMT

You would have been given a Guarantee and not a promise. That said I am surprised you were left with 1Gbps. my Engineer would not leave until I have done a speed test and he had done one on his equipment too. That should have been picked up and noticed.

1.6 is blistering fast but 1Gbps is still fast. I had a leased line before this and 6.5GB a second download is not to be sniffed at. I will admit that it's slow compared to 1.6Gbps. ( I saw 112MB/sec then and 201MB/sec now)

As for the deal that's less than I pay just for the internet alone!

I hope they sort it for you soon 🙂

Re: Not got what I was I sold

XRaySpeX — Sun, 12 Jan 2025 00:18:50 GMT

@pcoventry8 : How can 6.5 GBps (=52 Gbps) be slower than 1.6 Gbps?

Re: Not got what I was I sold

pcoventry8 — Sun, 12 Jan 2025 13:19:41 GMT

I meant 6.5GB a minute can be downloaded. Or 1GB in 6 seconds. That's what I was meant to say 🤣

Re: Not got what I was I sold

Ewan15 — Mon, 13 Jan 2025 12:41:19 GMT

@pcoventry8 As already stated the 1.6Gb/s package currently with EE does not support DV landline and EE TV.

Your EE sales person should have made this clear to you and informed you as a result you would be on 900mbps until the 1.6gbps package is able to support DV landline and EE TV.

Making misleading / false statements just has the effect of making customers feel conned. Being straightforward and honest with people will always get the best results.

As the conversation would have been recorded I would lodge a complaint and look for compensation by way of a resolution.

Re: Not got what I was I sold

Mustrum — Mon, 13 Jan 2025 13:07:38 GMT

@Ewan15 what misleading/false information are you referring to?

Re: Not got what I was I sold

Ewan15 — Mon, 13 Jan 2025 13:52:02 GMT

@Mustrum "I was told over the phone the order confirmation will show 900mb broadband but don't worry its just because the bolt on for 1.6gb does not show" This is misleading at the very least

Re: Not got what I was I sold

Mustrum — Mon, 13 Jan 2025 14:01:39 GMT

@Ewan15 that quote was from the OP, but your reply quoted another poster and made it sound/look as you blamed them for the misinformation.

Re: Not got what I was I sold

bigrob — Sun, 19 Jan 2025 05:16:02 GMT

Yes, the info I had was similar.

The 900Mbs package with TV could be ordered but for 1.6Gbs I needed to wait until the broadband was activated and then phone together the TV added on.

l cancelled my Sky TV package giving a month’s notice. Then after a further to EE CS call it has been confirmed (as mentioned elsewhere) that the TV package is not as yet available for 1.6Gbs.

What I should do is change to the 900Mbs/TV package, continue with the Sky TV cancellation and wait for the 1.6Gbs upgrade. However, I am keener to get the 1.6Gbs. Silly really as I could save money doing it that way.

I am a sucker for fastest internet speeds I can get.

Got a 2.5Gbs Ethernet switch for my office yesterday as I have Cat6 cable running there from the Sky router. Coming today is a USB-C to 2.5Gbs Ethernet dongle.
So it is now just waiting for the EE hubs and the switch on the 27th which needs to go smoothly as I work from home.