topic Re: How to get support from EE? in Broadband & Landline

How to get support from EE?

imacken — Sun, 26 May 2024 08:06:51 GMT

Am I right in saying that 150 is the only place to get support from EE? Do EE members post here at all, or is it just users?

Re: How to get support from EE?

Mustrum — Sun, 26 May 2024 09:25:34 GMT

@imacken No it is not the only way. Have a look on the support pages.
https://ee.co.uk/contact-ee/technical-support/broadband-landline

Re: How to get support from EE?

imacken — Sun, 26 May 2024 09:55:26 GMT

Thanks, but that just says call 150 or post here!

Re: How to get support from EE?

Chris_B — Sun, 26 May 2024 11:34:26 GMT

@imacken You can call, use live chat via the EE app under help ( contact customers only ) or you can ask a question here and you’ll get a response from someone and that could be a user or an EE employee. But this is a public forum not customer services so no private information should not be posted on here. If your issue is an account related issue you need to speak with customer services. But ask the question here and you’ll get the relevant information you need to proceed with that question.

Re: How to get support from EE?

imacken — Sun, 26 May 2024 12:27:38 GMT

Thanks. I did ask a question here, but didn’t get any response.

Re: How to get support from EE?

JimM11 — Sun, 26 May 2024 12:57:04 GMT

@imacken If you would wish to repeat your question then someone may be able to help. If you want help from EE direct then follow the options you were given.

Re: How to get support from EE?

imacken — Sun, 26 May 2024 13:00:39 GMT

Thanks.
Ever since I was moved from BT to EE, the Ethernet connection takes up to a minute after PC wakes from sleep or restarts. BT SH2 (and all previous versions) had instant connection.
How can I resolve this?

Re: How to get support from EE?

chistery — Sun, 26 May 2024 13:09:53 GMT

What have you tried so far to try and troubleshoot or fix it @imacken?

During this one minute, what happens if you try and do something like "ping 8.8.8.8" in a command window?

Re: How to get support from EE?

JimM11 — Sun, 26 May 2024 13:23:28 GMT

@imacken You can't it seems that this is the way just now, looks like it is a possible FW issue, so not sure if it is/will be looked at, i am aware of this also and when i get time, going to throw switch between router and device to see if ethernet stay's up. And will let you know the result but it's when i get time...

I also remember someone asking that exact question, did you perhaps do it on another OP's post?

Re: How to get support from EE?

imacken — Sun, 26 May 2024 14:32:57 GMT

Thanks guys.
Bit annoying if it’s not going to be looked at by EE. Why would they not look at it? Never had this issue at any time previously.

Re: How to get support from EE?

JimM11 — Sun, 26 May 2024 14:44:07 GMT

@imacken If you are seriously concerned about it, report it to Tech Support, unless/if they know about it, not every post is looked at, i treat the hub as a work in progress at present, its 80% of the way there, and lots of possible improvements would be good, first one is drop the app, and get it all on the web interface...

Most hub's plug into the wall, and user's do not care as long as it connects to the internet correct?

Re: How to get support from EE?

imacken — Sun, 26 May 2024 15:06:49 GMT

They would start caring if their phones took a minute to connect though!

Re: How to get support from EE?

JimM11 — Sun, 26 May 2024 15:24:04 GMT

@imacken Mines does that, it fails to connect, then i have to re-dial the number? So you know, there is also a slight wireless delay in connecting to the router also.

Re: How to get support from EE?

imacken — Sun, 26 May 2024 15:28:53 GMT

No issues at all for me on wi-fi. Always instant connection.
All I’m saying is that in the many years, routers, and providers I’ve had for broadband, I’ve never seen this issue before. It’s very disappointing that nothing will be done to fix it.
Honestly, I wish BT had never made me move to EE.

Re: How to get support from EE?

JimM11 — Sun, 26 May 2024 15:38:57 GMT

@imacken You are one of the many with that thought, the BT2 is a pretty good router, and newer is not always better, will probably improve through time, but let me say, ISP's do not make real router's they are only for the mass/no issue/hope the connection is good. And not saying that nothing will be done, not even sure if they know about it, but would be surprised if they don't.