topic Re: Shocking service in Broadband & Landline

Shocking service

Garreed — Mon, 24 Mar 2025 20:20:06 GMT

So I've had a fault with my ee broadband... Narrowed it down to faulty mastersocket in the house. Ee booked 5 engineers over 2weeks and non have come out. Either cancelled by ee or openreach with zero notification. Shocking customer service literally do not care!

Re: Shocking service

Northerner — Mon, 24 Mar 2025 20:49:13 GMT

Hi @Garreed

You can make a complaint here:

https://ee.co.uk/help/contact-ee/complaint

Thanks

Re: Shocking service

XRaySpeX — Mon, 24 Mar 2025 21:24:42 GMT

@Garreed : If the master socket is faulty use the test socket.

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Reboot the router & plug it into the test socket using a DSL dangly micro-filter. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

Re: Shocking service

Garreed — Mon, 24 Mar 2025 22:24:09 GMT

I took face plate off at ee request and plug the router into micro filter straight into the back socket. Still drops connection. Ee tech said the whole thing needs replacing but don't seem that bothered getting an engineer out . 😡😡

Re: Shocking service

Christopher_G — Wed, 26 Mar 2025 12:15:48 GMT

Hi @Garreed

Welcome to the community.

Did you open a complaint using the link that @Northerner posted? If you do that, our complaints team will be able to look into this further and contact you to discuss what has happened with these scheduled engineer visits.

Chris