topic Re: Xmas eve lack of support in Broadband & Landline

Xmas eve lack of support

Smagsmith — Wed, 24 Dec 2025 19:45:01 GMT

Can you imagine planning an extended family gathering at Xmas and on Xmas eve the broadband drops, the hub starts flashing orange and all the plans you had to do digital quizzes and stream Xmas films , goes out the window? Don’t worry, I will dial 150….

sorry caller but there is nobody here to help you.

absolutely fuming. I wish I had stayed with sky. I thought I was saving a few quid, but wish I had not bothered. you get what you pay for.
What a pathetic customer service policy EE has that leaves you high and dry at a peak holiday season.

Re: Xmas eve lack of support

Matt_124 — Wed, 24 Dec 2025 19:59:13 GMT

Try texting HELP to 66033 to diagnose and report the fault without needing to speak to someone.

Re: Xmas eve lack of support

Smagsmith — Wed, 24 Dec 2025 20:12:06 GMT

Done that already.
get a reply saying something has gone wrong and the error has been logged

what an absolute joke.

I am getting pelters from the family for choosing EE over sky.
great way to ruin my Christmas EE

Re: Xmas eve lack of support

Smagsmith — Wed, 24 Dec 2025 20:12:44 GMT

Bloody fuming at ee

Re: Xmas eve lack of support

JimM11 — Wed, 24 Dec 2025 20:20:28 GMT

@Smagsmith You can just try resetting the EE Router to start with and see if it does connect and go Aqua, not sure what you expect for a Xmas eve but if Internet is that important you should have at least got Hybrid to go along with it all!

Re: Xmas eve lack of support

Smagsmith — Wed, 24 Dec 2025 20:28:13 GMT

What do you mean by go Aqua?

Re: Xmas eve lack of support

Smagsmith — Wed, 24 Dec 2025 20:29:33 GMT

I expect 24/7 support

Re: Xmas eve lack of support

Smagsmith — Wed, 24 Dec 2025 20:30:27 GMT

I have already done a router reset

Re: Xmas eve lack of support

JimM11 — Wed, 24 Dec 2025 20:31:08 GMT

@Smagsmith See the EE Help for Routers and lights all various types!

https://ee.co.uk/help/broadband/fix-problem
https://ee.co.uk/help/broadband/fix-problem/what-the-lights-on-your-ee-smart-hub-mean

Re: Xmas eve lack of support

Chris_B — Wed, 24 Dec 2025 20:52:12 GMT

@Smagsmith EE unlike most are UK based for customer support so have tend to work the same sort of hours that you expect from your place of work at this time of year.

EE customer support hasn’t been 24/7 for years.

Re: Xmas eve lack of support

JimM11 — Wed, 24 Dec 2025 20:54:48 GMT

@Smagsmith ""I expect 24/7 support"" you can get that not from EE on a domestic service, but there are companies who will do that level off support should you wish to go find one in the New Year!

Re: Xmas eve lack of support

Smagsmith — Wed, 24 Dec 2025 22:27:20 GMT

I work in retail supply chain tech support and am on call 24/7 at this time of year.

Re: Xmas eve lack of support

Smagsmith — Wed, 24 Dec 2025 22:28:31 GMT

I will be looking elsewhere. EE are not the provider I thought they would be.

Re: Xmas eve lack of support

Chris_B — Thu, 25 Dec 2025 09:03:36 GMT

@Smagsmith Of cause. Merry Christmas.

and yet

Re: Xmas eve lack of support

Smagsmith — Thu, 25 Dec 2025 09:19:10 GMT

I woke up this morning and everything is working again and the light in the router is aqua again. I guess that is what the previous comment was referring to.

appreciate you guys trying to help last night. My frustration was not aimed at you lot, but the fact that there was nobody available at EE to help through the usual channels, and the auto bots were not working correctly either.

merry Christmas

Re: Xmas eve lack of support

JimM11 — Thu, 25 Dec 2025 09:25:10 GMT

@Smagsmith Seriously, if you rely so heavily and you happen to have at least a 4G mobile signal available then do look to addon the EE Hybrid option to the system, although minimal Internet speed is all you get at least you will have some function working!

https://ee.co.uk/help/broadband/getting-started/hybrid-connect-set-up