topic Re: Broadband keeps dropping in Broadband & Landline

Broadband keeps dropping

IanEmer — Tue, 18 Feb 2025 19:02:22 GMT

For the last 10 days, our broadband keeps dropping multiple times throughout the day. It can’t be reliably used for work calls or streaming tv. EE not responding to our conplaints via email - we were convinced to switch from BT. We’ve obviously reset routers - not sure what else we can do. Any advice

Re: Broadband keeps dropping

JimM11 — Tue, 18 Feb 2025 19:05:46 GMT

@IanEmer Do you still have your BT Router, and if landline involved did that BT Router support. Just put it back on works fine on the EE System.!

Re: Broadband keeps dropping

XRaySpeX — Tue, 18 Feb 2025 19:14:18 GMT

Which EE BB plan are you on including its speed? What EE router & WiFi extenders do you have (read label or post a pix)?

Re: Broadband keeps dropping

Mustrum — Tue, 18 Feb 2025 19:16:04 GMT

@IanEmer EE do not have an email service for faults, follow the guidance in the Help pages.

Which router and what broadband package do you have? Is it full fibre or still via your phone line?

Contact us about your broadband and landline

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

Charges may apply at your standard rate.

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 minutes to book a slot.
If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

Opening hours:
Monday to Friday, 8am to 9pm
Saturday and Sunday, 8am to 8pm

Call us

Monday to Friday, 8am to 9pm
Saturday and Sunday, 8am to 8pm

From your EE mobile

150

From any other phone

0330 123 1105

Calls are free from an EE number. Charges may apply if you call from another network.

Re: Broadband keeps dropping

Ali_A — Wed, 19 Feb 2025 08:47:36 GMT

Hi @IanEmer

Sorry to hear of the experience you're having with your broadband.

The easiest way to get your line checked is by following @Mustrum steps above for our automated service checker.

Did you initially raise your complaint though the Customer Service team?

Ali