topic Broadband Dropping Constantly need legal advice in Broadband & Landline

Broadband Dropping Constantly need legal advice

JulesHall1234 — Tue, 29 Jul 2025 12:13:22 GMT

Complaining I have found is very difficult when you even have good reasons too. I have been a ee customer since 1994 but only joined EE Broadband in November 2024 and up to last week we have had multiple engineers to a point that we know them by first name terms, equipment changed on many occasions, cables cut by telecom contractors outside our home and not repaired correctly so more emergency repairs carried out. They blame nobody for the faults for our failed boradband and offer very little compansation unless you are signed up as a business customer. We runa a small business from home providing medical cover at events around the country, we dont need a fast broadband but one that is on all the time which we have never recieved. Is this not a breach of contract by EE for a failed service? I pay my bills on time, is there any legal people on the ee community who can advise as I want to cancel but still tied up until november 2026. I need to break free asap to get better broadband supplied. Help please .....

Re: Broadband Dropping Constantly need legal advice

JulesHall1234 — Tue, 29 Jul 2025 11:59:27 GMT

Re: Broadband Dropping Constantly need legal advice

JulesHall1234 — Tue, 29 Jul 2025 12:11:02 GMT

Complaining I have found is very difficult with EE when you even have good reasons too. I have been a ee customer since 1994 but only joined EE Broadband in November 2024 and up to last week we have had multiple engineers to a point that we know them by first name terms, equipment changed on many occasions, cables cut by telecom contractors outside our home and not repaired correctly so more emergency repairs carried out. They blame nobody for the faults for our failed broadband and offer very little compansation unless you are signed up as a business customer. We run a a small business from home providing medical cover at events around the country, we don't need a fast broadband but one that is ON all the time which we have never recieved. Is this not a breach of contract by EE for a failed service? I pay my bills on time, is there any legal people on the ee community who can advise as I want to cancel but still tied up until november 2026. I need to break free asap to get better broadband supplied. Help please .....

Re: Broadband Dropping Constantly need legal advice

Chris_B — Tue, 29 Jul 2025 12:22:24 GMT

@JulesHall1234 Have a read of THIS and make an official complaint .

Re: Broadband Dropping Constantly need legal advice

Mustrum — Tue, 29 Jul 2025 13:04:44 GMT

@JulesHall1234 you have made the same post on two other random threads. Edit - which have now been combined into this one.

If EE are not able to repair a fault after a month you would be entitled to leave free of early termination charges. But then what would you do? Do you have another supplier with different lines and infrastructure? Or would you just be moving to another supplier usomg the same lines?

EE like most residential suppliers do offer compensation - see https://ee.co.uk/help/broadband/fix-problem/automatic-compensation

You mention running your business on your residential broadband, but if it is critical you should at least consider using the Hybrid Connect service, or better still a proper buisiness solution.

Re: Broadband Dropping Constantly need legal advice

JulesHall1234 — Tue, 29 Jul 2025 12:55:27 GMT

Hi Chris, done this and they refuse to do anything I have now brought their attention to the Terms & Conditions to terminate my ee contract Point 10 f and now on phone to disconnects who want to try to sort it out as I am a 17 year customer on the ee phone network.

Re: Broadband Dropping Constantly need legal advice

JimM11 — Tue, 29 Jul 2025 13:15:27 GMT

@JulesHall1234 You may get lucky and EE Broadband will mark you as a bad/awkward customer and tell you (you are free to leave), problem staying on the exact same structure that you have just gives you all the same problems, but if it is all EE equipment causing it then who knows, bit of a guessing game!

Re: Broadband Dropping Constantly need legal advice

Katie_B — Tue, 29 Jul 2025 13:18:15 GMT

Hello @JulesHall1234.

Thanks for coming here.

I am sorry to hear about your experience and completely understand the importance of you needing your broadband working.

When you have a moment please check your community inbox, I would love to see if I can help.

Speak soon,

Katie

Re: Broadband Dropping Constantly need legal advice

JimM11 — Tue, 29 Jul 2025 13:23:03 GMT

@JulesHall1234 You have the help and support of @Katie_B and you will find she is a very useful and helpful person to have on your side! Hope you do get the attention that you need!