topic Re: Delivered-Despatched-Arrived in Broadband & Landline

Delivered-Despatched-Arrived

jduk90 — Mon, 08 Sep 2025 15:20:29 GMT

I'll try to be concise.

Friday my hub packed up, called EE, took 2 attempts with tech guides. The first one said a new plug was needed, it will arrive in 3 to 5 working days, I've literally got no Internet for the whole house and 3 to 5 days is an absolute joke. The second person on Friday said, it's been ordered, it will be with you Monday, in the meantime you can buy a plug that fits the hub from argos.

Saturday, bought said plug, popped it in to hub, it got further than the green flashing warning light the day before but was power cycle green, orange, blue back to green so I called and explained. Twice again it took me with guides!

The first guide just kept repeating to wait for the plug, though I knew it's the hub. The second person said for being messed about they're sending a new hub as my primary role is WFH and my phone as a hot-spot can't handle what I need for my systems. She said on the phone "the new plug and new hub will arrive Monday and apologies for the inconvenience"

Its now Monday and I got a text saying track your delivery, clicked through to royal mail "were expecting it" BLOODY EE have only just sent it today!! 48 hour tracked so could be here late as Wednesday, what the original guide said Friday. For a huge national corporation it's like dealing with the dark ages!! No one can't print or despatch a parcel on a weekend can they? When most customers are off to call and get in touch? Then blatant lies to get me off the phone?? I've had to take a day off work and could end up taking another if it doesn't arrive tomorrow.

What an absolute lying shambles of a business!! And to think I even signed up to a new full fibre contract! If your equipment works fine and you don't actually need to speak to a so called expert, then great, but as soon as something goes wrong, we're back to mail by horse and cart and everything in the house basically being fancy paper weights and they all required broadband!

Anyone know if I can claim some form of compensation off EE? I know it's only been Friday and Monday but I WFH and they've told blatant lies and literally don't sound bothered at all and seem to shrug shoulders like "it takes as long as it takes"

Re: Delivered-Despatched-Arrived

XRaySpeX — Mon, 08 Sep 2025 15:58:14 GMT

@jduk90 : Automatic compensation for broadband or landline issues only kicks in after 2 working days.

Re: Delivered-Despatched-Arrived

Christopher_G — Mon, 08 Sep 2025 17:19:55 GMT

Hi @jduk90

Welcome to the community.

I'm sorry to hear of your experience with this so far, and understand your disappointment. If you fill in our complaint form, a dedicated team will look into it and contact you to discuss it further.

Hopefully, they can help find a resolution for you.

Chris

Re: Delivered-Despatched-Arrived

JimM11 — Mon, 08 Sep 2025 17:41:21 GMT

@jduk90 If you do not mind, please supply the info on the plug you got, minimum has to be 12V D.C. centre positive connection and with a current on the D.C side of at least 3A minimum, or 36W if it gives that info. Not enough current you will get all kinds off issues.

Also there is a thread to what the failing PSU shows symptoms wise!

Re: Delivered-Despatched-Arrived

jduk90 — Mon, 08 Sep 2025 18:53:21 GMT

I was advised to buy, by EE, a Master Voltage adaptor plug

https://www.argos.co.uk

Product info

Convert mains to 3, 4.5, 5, 6, 9 or 12 volts and has a sliding voltage selector. For use with portable music players, DVD players, cameras, electronic games and most other portable devices.

3V, 4.5V, 5V = 1200 mA (max load of device to be powered) 6V, 9V = 1000 mA (max load of device to be powered) 12V = 900 mA (max load of device to be powered).

Light power indicator.

Manufacturer's 1 year guarantee.

EAN: 501505 6368818

Re: Delivered-Despatched-Arrived

jduk90 — Mon, 08 Sep 2025 18:54:03 GMT

Complained on Friday. Saturday and today (Monday) already and got me absolutely no where, so pointless to do it again.

Re: Delivered-Despatched-Arrived

jduk90 — Mon, 08 Sep 2025 18:54:59 GMT

Thanks for info. Since had a subsequent text from Royal Mail saying expected delivery in Wednesday, so 2 working days after was guaranteed on the phone. Bit ridiculous really.

Re: Delivered-Despatched-Arrived

XRaySpeX — Mon, 08 Sep 2025 18:58:18 GMT

0.9 A @ 12 V is insufficient. Needs to be at least 3 A

Re: Delivered-Despatched-Arrived

JimM11 — Mon, 08 Sep 2025 18:58:30 GMT

@jduk90 Whoever gave you that advise got it WAY wrong, that's for sure! Take a look on the back off the original adapter, sure it's marked with the current rating at 3Amps!

Re: Delivered-Despatched-Arrived

jduk90 — Tue, 09 Sep 2025 07:23:58 GMT

Hi Jim.

The original adapter states a 2.5amps as the max output, not quite 3 but on closer inspection of the replacement that was suggested to me, that was only putting out a max 1.5amp it seems, even if set to the 12v input. Well either way it's arriving Wednesday, 3 working days of no Internet. Do you find it's common that they don't seem to take any action over the weekend? If I had a customer with no broadband and the hardware was faulty, I'd be using a next day delivery service if it met certain criteria. However now they've had 4 complaints from me, I've got work breathing down my neck and any chance I get I'm telling everyone how bad EE is.

Re: Delivered-Despatched-Arrived

JimM11 — Tue, 09 Sep 2025 07:32:27 GMT

@jduk90 No longer with EE, never had to call then for equipment so cannot say, but working from home curries no quicker response as it is a pure domestic service and not a business SLA, so no rush needed. Not sure what you are going to be getting, but do start with the PSU replacement first as all reports so far suggest that is ALL that goes wrong, PSU dies but the EE Router is fine! After that and if it does not cure you fault ie still not connected, then Router and connection all have to be ruled out!