topic Raising a complaint in Broadband & Landline

Raising a complaint

Badger011 — Sat, 21 Jan 2023 09:05:48 GMT

I am having nothing but trouble with my EE broadband. The signal keeps dropping, cutting out, is almost always weak even with a hard connection. I've done ALL the trouble shooting for the HUB, I've checked all the ports etc. This has happened before and they did nothing. All I want to do is talk to someone about it and raise a complaint. They keep putting the cost of my bill up yet I can't use it! I have the extra discs round the house, used the app to make sure they are in the perfect spot too. I only have min 3 devices hooked up at once with a max of 5.

Re: Raising a complaint

XRaySpeX — Sat, 21 Jan 2023 10:19:48 GMT

@Badger011 : Welcome to EE's Home Broadband Forum.

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

Re: Raising a complaint

XRaySpeX — Sat, 21 Jan 2023 10:21:17 GMT

@Badger011 : You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.