topic Re: Selective WiFi Disconnects as a Payment Tactic Are Unprofessional in Broadband & Landline

Selective WiFi Disconnects as a Payment Tactic Are Unprofessional

bt_not_ee — Mon, 01 Dec 2025 11:15:05 GMT

EE knocked individual devices off my WiFi because the payment was slightly late. That behaviour is childish. If a bill is overdue, I’d expect a direct notification or a full, transparent service suspension not selective, silent disconnections. Quietly attacking device access to force payment is unprofessional and manipulative. If the service is going to be interrupted, do it openly, not through hidden pressure tactics.

I didn’t agree to join EE I signed up with BT. I will be leaving for another provider.

Any attempted “termination charge” will be met with a full legal dispute, supported by clear evidence that I did not consent to the switch.

Re: Selective WiFi Disconnects as a Payment Tactic Are Unprofessional

XRaySpeX — Mon, 01 Dec 2025 11:48:38 GMT

EE can't target individual devices just cuz you haven't paid your bill. They would just suspend your whole BB service.

This behaviour can only be your devices losing WiFi in the natural course of events.

Re: Selective WiFi Disconnects as a Payment Tactic Are Unprofessional

bt_not_ee — Mon, 01 Dec 2025 11:52:31 GMT

That’s incorrect. EE’s Smart Hub allows device level access control, throttling, and selective de auth through the router’s ACS system. ISPs can and do push remote management commands to the router (TR-069 / CWMP).

My broadband was not suspended only specific devices were repeatedly removed from WiFi while others stayed connected.

That is not ‘natural WiFi behaviour’; that is router-level selective de authentication triggered remotely.

Re: Selective WiFi Disconnects as a Payment Tactic Are Unprofessional

XRaySpeX — Mon, 01 Dec 2025 11:59:15 GMT

Which router is this? Which EE router do you have (read label or post a pix)?

There is only a v. old Smart Hub that had Access Control & maybe throttling, but none of the modern ones do.

Re: Selective WiFi Disconnects as a Payment Tactic Are Unprofessional

Chris_B — Mon, 01 Dec 2025 12:35:50 GMT

@bt_not_ee Your right it is childish to be selective on what devices get no connection. What they should have done is killed the service completely for none payment on time as it’s a breach of the contract.

Re: Selective WiFi Disconnects as a Payment Tactic Are Unprofessional

bt_not_ee — Mon, 01 Dec 2025 13:28:49 GMT

I agree, if the bill is late, a full service suspension would be the correct and contract aligned action, and I’d accept that without issue.

What I’m not OK with is EE using soft throttling tactics that aren’t listed anywhere in the terms and conditions. Selectively knocking devices off a paid connection isn’t part of the contract and sits in a legally grey area at best.

I don’t dispute the late payment that’s my responsibility.

But I’d rather be fully disconnected than quietly sabotaged with methods customers aren’t informed about.

Re: Selective WiFi Disconnects as a Payment Tactic Are Unprofessional

Chris_B — Mon, 01 Dec 2025 17:35:11 GMT

@bt_not_ee I doubt very much EE is picking devices to be dropped because of the none payment. Why go through that hassle when it’s just easier to disconnect the line. Why would EE allow it to be connected after none payment so you can continue to use on some devices but not others. It literally makes no sense to allow it to work even on some devices but not others. EE will disconnect and not allow any usage until payment is made and cleared.

If EE have done what you’ve said then you should be counting yourself lucky that some devices are still able to use that Wi-Fi connection because of non-payment because no devices should be connecting and have any internet access. And your complaint is some still have access. Most wouldn’t complain about that as it’s still working.

Re: Selective WiFi Disconnects as a Payment Tactic Are Unprofessional

XRaySpeX — Mon, 01 Dec 2025 17:39:21 GMT

It can't even be done as I said earlier.

Re: Selective WiFi Disconnects as a Payment Tactic Are Unprofessional

Rach_H — Mon, 01 Dec 2025 18:01:47 GMT

Hi @bt_not_ee,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your broadband, and I can understand your frustration with this.

I would recommend reaching out to our team to look into this, as this isn't something that would usually happen for your payment being overdue as @XRaySpeX has advised above.

Rach

Re: Selective WiFi Disconnects as a Payment Tactic Are Unprofessional

bt_not_ee — Mon, 01 Dec 2025 19:12:02 GMT

The issue isn't about "being lucky some devices work". It's about consistency and whether the behaviour matches the contract.

If EE suspended the line completely, fair enough that's clear, expected, and stated in their terms.

But this isn't that.

Every month only when payment is late, specific devices are repeatedly dropped from Wi-Fi while others stay connected. The same devices work perfectly as soon as the bill is paid, and the pattern is repeatable. That's the point l'm raising.

If it were a router fault, it would happen at random times, not only during late payment windows.

If it were normal suspension, all devices would be cut off, not selectively.

I've already sent a formal complaint and will escalate through CISAS after the 8 week window if needed. Whether it's policy or a faulty automated system, it's still EE's responsibility, and l'd prefer a clear on/off suspension rather than inconsistent behaviour that isn't in the terms.

Re: Selective WiFi Disconnects as a Payment Tactic Are Unprofessional

bt_not_ee — Mon, 01 Dec 2025 19:13:30 GMT

It can’t be done” isn’t an explanation it’s just an assumption.

What I’m describing is a repeatable, time linked pattern that only happens during late payment windows and never at any other time. That rules out random device faults.

Whether it’s intentional or a misconfigured automated system doesn’t really matter it’s still happening, and it’s on EE to address it. That’s why I’ve opened a formal complaint and will escalate if needed.

Re: Selective WiFi Disconnects as a Payment Tactic Are Unprofessional

XRaySpeX — Mon, 01 Dec 2025 19:48:38 GMT

No, it's an analysis of the router's actual GUI. You still haven't specified which router you are talking about.

@bt_not_ee wrote:
EE’s Smart Hub allows device level access control, throttling, and selective de auth through the router’s ACS system.

Where in the router's ACS do you see this? Please show images of these features..

Re: Selective WiFi Disconnects as a Payment Tactic Are Unprofessional

Chris_B — Mon, 01 Dec 2025 20:25:19 GMT

@bt_not_ee Your going to escalate this ! Ok, just remember to make it clear that you’re breaching the contract by not paying on time as per the T&Cs of the contract but still have some devices that are still working but shouldn’t be.

I wouldn’t be surprised if they’re connected to an EE hotspot. Are you actually checking they are connected to your WiFi ? Ie the correct WiFi network name.