topic Re: WiFi pro mess in Broadband & Landline

WiFi pro mess

Cardiffjamesh — Tue, 29 Jul 2025 08:11:10 GMT

Ok so I renewed my contract in March don’t know why but thay sent me a wifi pro may b stock issue I don’t know was not complaining so bag came sent the other one back but apparantly I should lot of got the pro that are trying to make us pay the extra now and thay have cut me off from what little settings we where allowed lol account is a mess due to changed order and over pricing

Your complaint reference:VOL***********

[mod edit: removed personal details from the community]

Re: WiFi pro mess

Leanne_T — Tue, 29 Jul 2025 09:15:38 GMT

Hi @Cardiffjamesh

Thank you for coming back to the community.

I can see you have posted a complaint reference, is the complaint still open and you're in contact with one of our complaints guides to get the return and account looked into? If so, what was the last update?

Speak soon.

Leanne 🙂

Re: WiFi pro mess

JimM11 — Tue, 29 Jul 2025 09:35:56 GMT

@Cardiffjamesh Have you also just tried powering off the EE Pro Router that you have for 10minutes or so, to see if you can get back to the router via the web interface!

Re: WiFi pro mess

Cardiffjamesh — Tue, 29 Jul 2025 09:37:29 GMT

Yea it’s still open but in the past thay just close it with no resolution just a email it’s closed

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Re: WiFi pro mess

Cardiffjamesh — Tue, 29 Jul 2025 09:53:29 GMT

Yea the ee bloke did it last week when he was hear for he 2 nd time no issue with the fiber coming in 930 ish it’s router or account set up it was disconnecting lan end wifi 300 times a week little better now but lost all access to settings like you see
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Re: WiFi pro mess

JimM11 — Tue, 29 Jul 2025 10:56:10 GMT

@Cardiffjamesh Only thing that showing is you have a comms issue via the phone or the app which is using both methods, web manager should go automatic to the Router, have you tried any other device on a wireless wi-fi connection to the web manager interface?

Re: WiFi pro mess

Leanne_T — Tue, 29 Jul 2025 13:15:56 GMT

Hi @Cardiffjamesh

Thanks for coming back to me.

If you have an open complaint, the team will get the account looked into and get in touch with you to help get everything sorted.

If for any reason the complaint is closed, you can re-open the complaint within 28 days. Full details can be found in the EE Complaints Code of Practice.

Leanne.

Re: WiFi pro mess

Cardiffjamesh — Mon, 18 Aug 2025 12:58:20 GMT

Any one still getting this just had a new WiFi pro deliverd 2 weeks ago after issues starting in feb still doing it now 10 times today already there only lasting 4 seconds but wet thrown out of important meetings NHS wife giving up working from home so this is the things I’ve noticed

EE can not get on home view there softwhere

router appears off line even after power reset

as above with ONT also

ee app can’t see the router

I can’t get in to router settings

2 EE visits

1 replacement router

just about to replace ONT tomorrow

Re: WiFi pro mess

Leanne_T — Tue, 19 Aug 2025 07:51:39 GMT

Morning @Cardiffjamesh

Thanks for coming back to the community.

If you have the same happen after replacing the ONT, please get back in touch with our broadband tech guides, and they continue the troubleshooting to see what else will be needed for the connection dropping.

Thanks.

Leanne.

Re: WiFi pro mess

Cardiffjamesh — Tue, 19 Aug 2025 18:41:38 GMT

Ok so the we bloke been he could not get in to settings or home view did another reset on a 2 week old router then he could get in to it . just as he was leaving the wifi went down again wife and daughter shouting then i had a notification when he was there and whiting 1 hr of him leaving it went off 9 times he could. Or replace the ONT as that don’t change them so guess who’s back and and no it’s not Eminem 😡😡😡😡

Re: WiFi pro mess

Cardiffjamesh — Wed, 20 Aug 2025 04:03:54 GMT

And in true EE fashion that close it knowing it’s still not working 😡😡😡

Re: WiFi pro mess

Cardiffjamesh — Wed, 20 Aug 2025 04:14:04 GMT

The daughter who suffers with adhd and autism whole sometimes can’t sleep so she plays online games and chats in Video call with friends as she don’t really go out just woke me up shouting the internet is broken again low and behold it’s gone off 7 times and it’s only 5 am

Re: WiFi pro mess

Leanne_T — Wed, 20 Aug 2025 07:25:55 GMT

Hi @Cardiffjamesh

I am very sorry this has happened after the engineer has been and the fault has been closed. I can see the image showing the fault has been cleared advises it can take up to 3 days for the broadband and speed to get back to normal. Did you restart the router at 5am when the broadband connection dropped? If so, has this continued after the restart?

Speak to you soon.

Leanne.

Re: WiFi pro mess

Cardiffjamesh — Wed, 20 Aug 2025 07:36:29 GMT

No it eventually come back on then went on and off multiple times it should not need restarting multimedia a day the we bloke only did it under 12 hrs ago
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Re: WiFi pro mess

Leanne_T — Wed, 20 Aug 2025 07:55:44 GMT

Thanks for the quick reply @Cardiffjamesh

I would suggest getting back in touch with our broadband technical support guides to see what the next steps will be to get the connection investigated in more detail.

Please let me know how you get on.

Leanne.

Re: WiFi pro mess

Cardiffjamesh — Wed, 20 Aug 2025 08:32:29 GMT

I have there going to send some one else out again but we are going away for the week but the daughter staying home she is under 18 so can’t have a appointment until we get home or was today or a week Tuesday but that can’t book that far ahead

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Re: WiFi pro mess

Leanne_T — Wed, 20 Aug 2025 10:53:16 GMT

Thanks for coming back to me with an update @Cardiffjamesh

I hope you have a lovely time away and when you get back please get in touch to arrange a date for an engineer to visit and hopefully get everything sorted for you.

Leanne.

Re: WiFi pro mess

Cardiffjamesh — Wed, 20 Aug 2025 10:58:29 GMT

Yea will do can’t wate for our daughter to be complaining about it when we are away and she is home got to admit it’s not the best is it
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Re: WiFi pro mess

Leanne_T — Wed, 20 Aug 2025 11:09:22 GMT

I am very sorry and hope this is all sorted soon @Cardiffjamesh

If you would like to discuss everything that has happened you can open a new complaint, if you don't have one open at the moment using the Make a complaint page and one of the complaints team would get in touch with you.

Leanne.

Re: WiFi pro mess

Cardiffjamesh — Wed, 20 Aug 2025 11:16:29 GMT

Opened multiple just get closed unresolved but marked fixed lol 😂 are you EE ?? I’ve had contact with escalation’s about a month ago but lost there number are u able to put it on hear ??
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