topic Re: Shocking Customer Service in Broadband & Landline

Shocking Customer Service

Fedup500 — Sun, 14 Jun 2026 21:37:49 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.

[Mod Edit - Title added]

Re: Shocking Customer Service

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

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

Re: Shocking Customer Service

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: Shocking Customer Service

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: Shocking Customer Service

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: Shocking Customer Service

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: Shocking Customer Service

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: Shocking Customer Service

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: Shocking Customer Service

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

@Fedup500 This one?

EE Smart Hub | Device Help | EE

Re: Shocking Customer Service

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

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

Re: Shocking Customer Service

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.....

Re: Shocking Customer Service

JimM11 — Sat, 13 Jun 2026 22:24:34 GMT

@Fedup500 This one?

Set up Smart Router on EE Part Fibre or copper broadband | Broadband Help | EE

Re: Shocking Customer Service

Fedup500 — Sun, 14 Jun 2026 17:05:54 GMT

Yer looks like that .

It's the hub I received when I set up the broadband 3years ago .

Still no joy

Re: Shocking Customer Service

JimM11 — Sun, 14 Jun 2026 17:26:26 GMT

@Fedup500 Having an old EE Smart Router, would think you may be on the old EE Service as well, looks like if EE did manage to check there end, and THINK that it is a Router issue and NOT a line fault then supplying a new EE Replacement Router is the way they are going, so unless there is a stock issue with older returns for your replacement or they just dropped the ball with it, you can only wait or call them back up again for any updates to when you are getting it sent or when it's expected to arrive.

Do you happen to know what speed package you are on, just incase you have high speed and are G.Fast connected....

Re: Shocking Customer Service

XRaySpeX — Sun, 14 Jun 2026 18:17:09 GMT

@JimM11 : The only real reason for supplying a white Smart Router is for G.Fast.

Perhaps the upgrade being spoke of is a switch to Full Fibre & the new router(s) being sent is a SH+. There wouldn't be a cooling-off period just for fixing a fault, but only for an out-of-contract upgrade.

@Fedup500 : What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

Re: Shocking Customer Service

JimM11 — Sun, 14 Jun 2026 18:21:58 GMT

@XRaySpeX The only one that stacks up to that is the BT Smart Hub 2, think that also has a G.Fast modem in it, but the EE version does not.... 3 Years is the curve for me, but know not much about that EE Smart Router.