No service but early cancellation fee to move on

Pajero02 — Tue, 18 Feb 2025 09:55:21 GMT

My problems started 1st February 2025 when my router wouldn't connect, called customer service & was informed there was a problem so will send out an engineer on Wednesday 5th Feb!!! After complaining about the length of time that's the best we got.

Wed 5th duly arrived & i was informed that the engineer is on his way, I was looking out my front room window looking at a man on his phone sitting in a white van waiting for him to come to the front door, next I had a message stating he couldn't gain access, he didn't even call at the front door, contacted customer service to complain, after 30+ mins they arranged for openreach engineer to call on Thursday 6th.

Thursday 6th duly arrived & informed me that yhe router was faulty, a very common fault apparently, a replacement was ordered by the engineer, he also gave me some advice regarding wifi red spots.

I contacted customer services on Friday 7th & requested wifi extenders.

We were told that the router would be here on Monday 10th, I received the extenders but no router.

As I didn't receive the router by Wed 12th I contacted customer services again, absolutely no joy at all, not interested in the fact I had no service & felt I had no choice but to move on. I was immediately informed that if I did that I would have to pay an early cancellation fee.

I spent 1hr 10mins talking to customer services regarding the cancellation fee, during that call was the only time I was offered a replacement router, was informed that EE could wait till 3 engineers had visited regarding the fault, which was a common fault with the router, unfortunately all I got was lip service, complaining gets you nowhere, EE are appalling

Re: No service but early cancellation fee to move on

XRaySpeX — Tue, 18 Feb 2025 11:53:12 GMT

@Pajero02 wrote:

router was faulty, a very common fault apparently

Unfortunately a very common excuse apparently.

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

topic Re: No service but early cancellation fee to move on in Broadband & Landline

No service but early cancellation fee to move on

Re: No service but early cancellation fee to move on