topic Re: WiFi hotspots in Broadband & Landline

WiFi hotspots

Melclooney — Tue, 26 Aug 2025 11:17:08 GMT

Well, I can’t access( I don’t know how to really) my previous post about free WiFi advert.

EE said it was resolved. WELL IT WASN’T AND STILL ISN’T.

I even emailed the CEO and had no reply(Terrible) not even an acknowledgment.

Just to remind all, to access free hotspots, the advert states ALL EE CUSTOMERS and BT broadband customers have free access to these. Well, all EE customers DON’T have access unless you have EE broadband. So I complained and within 2 days EE said complaint was resolved. No resolution was sent to me. I contacted ASA and they have confirmed the advert is MISLEADING and they will approach EE and tell them to change the advert.

I am pleased this will happen but I am disgusted not to hear anything from EE . I’ve been with EE for15 yrs now and I am now thinking about leaving unless I hear from them.

Re: WiFi hotspots

JimM11 — Tue, 26 Aug 2025 12:08:03 GMT

@Melclooney Are you a mobile only customer!.

Using WiFi Coverage Boost | Mobile Help | EE

Re: WiFi hotspots

Melclooney — Tue, 26 Aug 2025 12:26:29 GMT

Hi ya
Mobile only
David

Re: WiFi hotspots

Melclooney — Tue, 26 Aug 2025 12:32:10 GMT

Yes I am but the advert shows ALL EE CUSTOMERS and BT BROADBAND customers.

Ive had a reply from the ASA confirming the advert is misleading and needs updating

Re: WiFi hotspots

XRaySpeX — Tue, 26 Aug 2025 12:53:41 GMT

@Melclooney : You can't get free access to EE WiFi as an EE mobile cust only. That's only for New EE BB & BT BB users.

See Help with EE WiFi :

How do I get access to EE WiFi?
You can buy a voucher for short-term access here.
Alternatively, new EE Broadband and BT Broadband customers receive unlimited free access to the EE WiFi network.
New EE Broadband and BT Broadband customers can find out more information about using EE WiFi elsewhere in this help section.
Do I have to be a New EE BB or BT BB customer to get free EE WiFi?
Yes. New EE Broadband and BT Broadband each come with free unlimited WiFi minutes. If you aren't a new EE Broadband or a BT Broadband account holder, you can buy EE WiFi access now via a voucher here.
To find out more about EE Broadband go to ee.co.uk/broadband, or for BT Broadband go to bt.com/broadband for your home, or business.bt.com for your business.

Nowt to trouble ASA there!

Re: WiFi hotspots

XRaySpeX — Tue, 26 Aug 2025 12:57:02 GMT

Which advert? URL please.

Re: WiFi hotspots

Melclooney — Tue, 26 Aug 2025 13:51:40 GMT

Hi ya

Thanks for reply. I can access all but hotspots if I pay but advert states “All EE customers and BT broadband customers have FREE access. It does not say All EE BROADBAND customers and all BT broadband customers. It just says al EE CUSTOMERS.

The advert is there one showing the hotspots. The ASA agree with and I have an email to confirm this.

I struggle to read my replies. When i sign in, how do i go straight to my replies. Thanks in advance as I’m quite new to this

cheers

Re: WiFi hotspots

Melclooney — Tue, 26 Aug 2025 13:56:47 GMT

Re: WiFi hotspots

Melclooney — Tue, 26 Aug 2025 14:03:29 GMT

Hi ya
Hope I’ve replied ok to you and thanks for contact.
I have sent a copy of advert to you as well which shows all ee customers, nothing about being ee broadband customers
David

Re: WiFi hotspots

JimM11 — Tue, 26 Aug 2025 14:06:34 GMT

@Melclooney As a long standing EE Mobile customer thought you would have known better!

Re: WiFi hotspots

Melclooney — Tue, 26 Aug 2025 14:17:29 GMT

Hi ya
Your’e probably right. I think I will leave them but I’d like to see their reply if any.
I’ve always been generally happy with them though
David

Re: WiFi hotspots

Rach_H — Tue, 26 Aug 2025 16:41:57 GMT

Hi @Melclooney

Welcome to the Community!

I'm sorry to hear you feel you've been misled by one of our adverts, as this is never what we want to hear. If you would still like to proceed with your complaint I'd recommend getting back in touch with our team and asking to have your complaint re-opened, until there is a resolution you are satisfied with.

Rach

Re: WiFi hotspots

Melclooney — Tue, 26 Aug 2025 16:56:29 GMT

As you see, I have contacted the ASA who upheld my complaint and I've now
complained again to EE so we'll wait and see what happens.
Thank you for your comments

Re: WiFi hotspots

XRaySpeX — Tue, 26 Aug 2025 17:30:00 GMT

@Melclooney wrote:
I struggle to read my replies. When i sign in, how do i go straight to my replies. Thanks in advance as I’m quite new to this

Look in your Profile from your avatar at top R of any Community page or at the top of any of your posts to see all your posts.

Re: WiFi hotspots

XRaySpeX — Tue, 26 Aug 2025 17:37:03 GMT

I don't see that when I go to https://ee-wifi.ee.co.uk but when I go from there to Help & advice I see the stipulations about being a New EE BB or BT BB user I posted earlier.

Re: WiFi hotspots

Melclooney — Tue, 26 Aug 2025 19:25:28 GMT

I press my profile and up come notifications, but nothing happens when I press each notification. I must be missing something. Thanks for you’re help

Re: WiFi hotspots

Melclooney — Tue, 26 Aug 2025 19:31:02 GMT

Hi again

When I’m near a hotspot I press the hotspot button and up the add. It asks me to log in. I log in then up comes the screenshot and asks to pay. Staff in the EE shop have the same issue and they were surprised to

Re: WiFi hotspots

JimM11 — Tue, 26 Aug 2025 19:38:47 GMT

@Melclooney Did you even look at the sign in screen you posted, BROADBAND is everywhere on it and Pay is the other!

EE is just not giving it to you for free!

Re: WiFi hotspots

Melclooney — Tue, 26 Aug 2025 19:45:29 GMT

David

Re: WiFi hotspots

Melclooney — Tue, 26 Aug 2025 19:50:36 GMT

Why would the ASA agree with me if I’m not correct.

I mentioned this in a previous post but could not access it ( I’m still learning) and even previous posters agreed with my comments