topic Re: Misadvising clients without the appropriate renumeration in Broadband & Landline

Misadvising clients without the appropriate renumeration

JCC93 — Fri, 12 Jun 2026 20:40:01 GMT

Lets discuss a real life scenario: You wait over 45 minutes on the phone because your broadband suddenly ceased to work, despite this no matter how stressed you are, you are polite, friendly and understanding. You get told to fix a problem by "just buying a new power supply from an electrical store" and still have to also wait for the appropriate one from EE to arrive on the post. As per the advice given as you're desperate to have internet, you go to the electrical store and buy said power supply. The power supply is in perfect working order, but your hub still doesn't work, all of a sudden you're confused as per the advice from the agent you thought you fixed the problem. Not the case. You call up and get told you were misadvised and also now need a router. You express your disappointment and dissatisfaction. You wasted your fuel, your time, you could not work as you were out of internet and now out of pocket. You get told "cannot compensate because you went to shop and bought one, maybe get a gesture of goodwill". As a customer of over 11 years with multiple lines and broadband, that hurts, makes you feel short changed and just left with a sour taste. Don't worry though, the manager will "give you a call" Monday morning to discuss.

To add Insult to injury, you also at one point even sold EE products and services for a period of over 2 years.

Re: Misadvising clients without the appropriate renumeration

JimM11 — Sat, 13 Jun 2026 04:43:24 GMT

@JCC93 Is everything now back up in a working condition for you!

Re: Misadvising clients without the appropriate renumeration

JCC93 — Sat, 13 Jun 2026 06:26:55 GMT

@JimM11 it isn't. I just have to wait for the new power supply and new hub that I was advised would arrive by Tuesday. I was told to use my hotspot, but the strain it puts on my mobile device is heavy as hotspotting leads to overheating, can be unreliable and cause severe battery drain. So overall this is going to be a continuous detriment to me until next week. If this damages my device will EE consider that? I think not likely.

Re: Misadvising clients without the appropriate renumeration

JimM11 — Sat, 13 Jun 2026 07:21:37 GMT

@JCC93 It's always a guess as to wither the PSU or the EE Hub has failed, PSU's have been an issue on the EE Smart Hub 6 Plus version failing but did have a tendency to show it in a particular way. No light on the hub is a bit off a guess.

Getting a replacement sent out does take time, and does not help if that becomes a slow EE process. Tethering a mobile for one device use is just not great best of times, would without a doubt if possible keep it on a power charger if you are doing so.... Depending on your connection type that you have, backup hub as a get out off jail maybe worth a look at in the future, plenty cheap ones going about.

If you need linked below.

Automatic compensation for broadband or landline issues | Broadband Help | EE

Re: Misadvising clients without the appropriate renumeration

Northerner — Sat, 13 Jun 2026 08:11:54 GMT

Hi @JCC93

To sum up, after 11 years you have one issue and that's it you want compensation and cannot wait a few days for a new router.

As @JimM11 says maybe consider buying your own router something I would always say.

You can complain here: https://ee.co.uk/help/contact-ee/complaint

Thanks

Re: Misadvising clients without the appropriate renumeration

JCC93 — Sat, 13 Jun 2026 12:17:33 GMT

@Northerner I appreciate the condescending tone. I have had other issues in the past which I chose to just forgive and move forward with, but this one has affected my work, my family and myself financially. Of course you wouldn't understand that as you made a basic assumption. So it's not just about "oh look a customer(who surely you'd want to look after) is throwing their toys out the pram just because they're impatient". Ignorance is bliss I guess.

Hmm I see what you're saying but then again I do pay for a service which includes a working and functioning router. Am I being advised to spend more of my own money just because the product (Hub and power supply) is faulty?

Re: Misadvising clients without the appropriate renumeration

Leanne_T — Sat, 13 Jun 2026 12:28:38 GMT

Hi there @JCC93

Thanks for coming to the community.

I'm sorry you have had this experience and the problem was not resolved with a new power supply. If you would like to discuss the advice you have been given and the charge for the power supply, please get back in touch with our broadband guides. If this is not resolved and you remain unhappy with the support from our guides, you can request to open a complaint to be looked into further.

Leanne.

Re: Misadvising clients without the appropriate renumeration

Chris_B — Sat, 13 Jun 2026 12:50:30 GMT

@JCC93 Issue happen and EE can’t replace a router the moment it might become faulty. It has to be posted to you and that unfortunately means wanting for it to be delivered. Yes it’s an inconvenience but that’s all it is. At least you don’t have to pay for a replacement router.

Re: Misadvising clients without the appropriate renumeration

JimM11 — Sat, 13 Jun 2026 13:01:02 GMT

@JCC93 It's real difficult, in this modern day when Internet Broadband becomes so important then EE does offer a few but also somewhat flawed get out off jail cards like the Backup as they call it now, but if the Hub dies then the backup is as good as a chocolate fireguard with the chocolate teapot sitting next to the fire..... The site that sell's second hand BT/EE products anything from the BT Smarthub 2 onwards will connect and work, it's all about your physical connection if copper/full fibre....

Re: Misadvising clients without the appropriate renumeration

Fedup500 — Sat, 13 Jun 2026 21:07:32 GMT

The customer service is shocking, noone can really be bothered to help and it all sounds a bit too much hard work. They only time they are quick and motivated is when they are selling a product or upgrading you but if there's a fault forget it.

Re: Misadvising clients without the appropriate renumeration

JimM11 — Sat, 13 Jun 2026 21:11:47 GMT

@Fedup500 Do you have an actual problem or good and working currently?

Re: Misadvising clients without the appropriate renumeration

Fedup500 — Sat, 13 Jun 2026 21:21:09 GMT

No internet currently for a week. I've been told 4 times now that a new hub will be put on order (as the previous person hadn't completed the order) , it's now got a delay on processing this order again so unsure how long until I will receive this. They did an upgrade a week ago incase it was that that caused the fault so I have now used a week into my 14days cooling off to cancel and no further on. Just seeing if it's worth changing provider

Re: Misadvising clients without the appropriate renumeration

Fedup500 — Sat, 13 Jun 2026 21:22:58 GMT

Also to add that every time I speak too someone they say different things - it's not the hub / it is the hub . You need an engineer / no you don't need an engineer

Re: Misadvising clients without the appropriate renumeration

JimM11 — Sat, 13 Jun 2026 21:30:58 GMT

@Fedup500 Sorry confused, if you have never been activated then your contract has not started. You will not be able to transfer to anyone OTS wise for at least 14-21days currently unless OR are quiet and can get to it.

You have not posted anything, can the Forum help with anything advise wise for you, if so detail is required.

Re: Misadvising clients without the appropriate renumeration

Fedup500 — Sat, 13 Jun 2026 21:35:22 GMT

I am already EE , phoned to fix a fault . Told it's not a fault, I need a new hub. Then no the hubs fine it's a fault. Then hub has been ordered (4x) but order never completed each time. Hopefully this time it has actually been processed. Yer the guy today said that cooling off period to be able too cancel within has already started so only have 2weeks left to hopefully receive a hub try it and get an engineer if fault still present

Re: Misadvising clients without the appropriate renumeration

JimM11 — Sat, 13 Jun 2026 21:40:03 GMT

@Fedup500 What hub is it you have, there is currently a FW update that happened three weeks ago messing with two off the EE Hubs, the 7Pro and the 6Plus? Below the link shows the current EE ones.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Re: Misadvising clients without the appropriate renumeration

Fedup500 — Sat, 13 Jun 2026 21:43:47 GMT

It's the old smart hub style. I think the frustrating part is why am I not being updated , why am I being told the previous person didn't order , one minute I need an engineer the next I don't. It's so confusing and I've never had an issue with EE before.

Re: Misadvising clients without the appropriate renumeration

JimM11 — Sat, 13 Jun 2026 21:47:24 GMT

@Fedup500 This one?

EE Smart Hub | Device Help | EE

Re: Misadvising clients without the appropriate renumeration

Fedup500 — Sat, 13 Jun 2026 21:55:19 GMT

Nope I think older than that - its about 3years old . White

Re: Misadvising clients without the appropriate renumeration

JimM11 — Sat, 13 Jun 2026 22:03:55 GMT

@Fedup500 Will be the smart router version, so lot older than 3 years, that one above was from 2021.....