topic Re: Ongoing WiFi problems after switch from BT Broadband in Broadband & Landline

Ongoing WiFi problems after switch from BT Broadband

Keiffy1964 — Tue, 07 May 2024 17:52:06 GMT

About 5 weeks ago we switched from BT to EE for our Broadband and TV. Starting to regret that decision. We were sent a new router, a new TV box and 3 WiFi plus boxes. This is the same equipment we had with BT for many years. Over this period we hardly had any issues and I was always able to speak to someone if I wanted. Oh how have things changed!!. We've been having ongoing problems and it is impossible to speak to anyone! When you phone them, you just get connected to a fault Bot and you end up in a loop. I've started to keep a record of the issues but generally the same problem. Over the last ten days, our WiFi has gone off during the night on six occasions. On the following mornings, nothing connects to the internet. The connection to the Ring doorbell, our thermostat, the TV, all our mobile devices, our work computers drops over the previous night. Weirdly, you don't realize initially because the router remains blue. The TV has an error IPC6023. Our phones advise that there's no Internet despite also stating that that we have an excellent signal. Unplugging the router and plugging it back in generally solves the issue but I shouldn't have to do this every other day! I've raised a complaint now but not holding my breathe. Starting to think that EE's equipment is substandard compared to BT.

Re: Ongoing WiFi problems after switch from BT Broadband

Ksnowy8 — Thu, 16 May 2024 20:23:25 GMT

Hi. Have you been able to resolve this with EE?

I have an ongoing fault and still in my cooling off period. Our BT equipment worked fine but with the new EE hub it lags terribly and doesn’t maintain a stable connection. We have had a replacement hub, an engineer and now an open reach appointment booked which they have randomly just cancelled with no real explanation. I am on the verge of cancelling but have no idea if they will be able to fix this. Interested to hear if you have resolved your problem

Re: Ongoing WiFi problems after switch from BT Broadband

JimM11 — Thu, 16 May 2024 20:57:29 GMT

@Keiffy1964 It may be worth trying to change the wi-fi 6 mode of the EE router to see if it is causing your problem? Default is AX performance. Can you also advise what type of connection you have to your home, FTTP or older FTTC if you know, the router is generally not as good as your previous and EE are working on it which does not help customers who are having issues.

Re: Ongoing WiFi problems after switch from BT Broadband

Desbob40 — Mon, 20 May 2024 09:31:23 GMT

We are having the same problems, had BT for 6 years, hardly any issues switched to EE full fibre and the WiFi is rubbish. It will randomly disconnect devices and not reconnect them. We have 2 works with Google clocks that we cannot use as the router disconnects them after a few hours and we have to go through the set up process all over again so have given up. Last night the router randomly disconnected all devices and wouldn't reconnect them unless we rebooted the router this happened twice. Walk outside with a phone and it will disconnect from WiFi even though it was showing full signal.

Definitely think these EE routers don't work properly

Re: Ongoing WiFi problems after switch from BT Broadband

Patssy — Wed, 26 Jun 2024 09:06:57 GMT

This has happened to me. I switched yesterday and lost all of the above

Re: Ongoing WiFi problems after switch from BT Broadband

Swordfishradio — Wed, 26 Jun 2024 12:56:37 GMT

Top tip, contact BT instead of EE, they are crossed trained (mostly) and will actually help you.

Dont bother with EE Twitter, they are absolutely appalling. BT Twitter help is marginally better.

Re: Ongoing WiFi problems after switch from BT Broadband

ColinLiv — Wed, 03 Jul 2024 16:04:59 GMT

I contacted BT to terminate my mother-in-law's telephone account as she moved into a care home. I was then told I could switch to an EE router to reduce my bill. My BT kit worked fine but not the EE kit. I have full fibre into my home so no bottle necks. My understanding (which may be wrong) is that EE and BT work in partnership with BT providing the technology/kit and EE simply being the customer facing front end. The EE router seems to be faulty. Was anyone else encouraged by BT to switch to EE?

Re: Ongoing WiFi problems after switch from BT Broadband

XRaySpeX — Wed, 03 Jul 2024 16:12:47 GMT

@ColinLiv : 1000s! BT intends to put all residential custs on EE. Both BT & EE are subsidiaries of the BT Group.

Re: Ongoing WiFi problems after switch from BT Broadband

JimM11 — Wed, 03 Jul 2024 16:32:10 GMT

@ColinLiv If you still have your BT router you can put it back on, both will work on the service.

Re: Ongoing WiFi problems after switch from BT Broadband

TT230968 — Wed, 24 Jul 2024 07:24:55 GMT

Hi JimM11.

i have the same issues as the above. Nothing wrong with any of my BT equipment and then had to switch to EE when my contract renewed. Openreach Engineer came out 2 days ago to install new routers and booster in exactly the same place in the house as the BT equipment. It worked for the first hour after he’d gone, then very intermittent saying ‘no internet connection’ for most of the time since. Rebooted/unplugged etc all day yesterday and phoned BT last night where they talked me through trying different things including checking booster was ok and doing factory reset on the hub in case it was a ‘hardware issue’. All worked fine for about an hour and then the same problems again. I work from home and lost almost a day’s work time yesterday as my laptop kept failing to connect to workplace connection and no internet. ( I had taken ages changing my phone/sonos/alexa/laptops etc onto the new broadband password etc). You mention that IF I were to just disconnect all the rubbish EE equipment and reconnect my BT equipment ( and obviously change the passwords back etc), that I can just carry on using the existing BT kit? Please can you just confirm that will work and they haven’t ’switched off’ my BT router at source etc, as that sounds like a perfect solution to me? I cannot face yet another hour on the phone of troubleshooting and cannot afford to lose any more work time over this issue? Thanks a lot, Tracey

Re: Ongoing WiFi problems after switch from BT Broadband

JimM11 — Wed, 24 Jul 2024 08:06:58 GMT

@TT230968 The BT router will work on the EE Broadband service, so as you suggest changing back you have to do as you did with passwords etc. There are a couple of unknown's so see if they apply to you, DV for the landline, is it like for like BT/EE. The BT router has to be managed now with the EE app, and there was a problem with parental controls, but the app is upgraded all the time, what works/breaks etc will only be known with customer complaints. Your problem may be down to possible settings on the new EE router with regards to the laptop not liking something in its settings, they are not apples to apples... If you wish to try few setting changes they may possibly help, otherwise you can just put your old BT back. Understand the pressure of having it working with no issues. If asked to return BT equipment, then advise you to contact EE to let them know what you decided to do. HTH

Re: Ongoing WiFi problems after switch from BT Broadband

TT230968 — Wed, 24 Jul 2024 08:18:39 GMT

Hi
Thank you so much for the advice. I really appreciate it as know nothing at
all about these things. Will try that. Kind regards, Tracey

Re: Ongoing WiFi problems after switch from BT Broadband

JimM11 — Wed, 24 Jul 2024 08:45:19 GMT

@TT230968 No problem if you need any help just post back, do let us know which way you are going, the EE router is fairly good as ISP equipment goes, smart wi-fi boosters may take a little time to settle, but it is hard to determine what is going on with regards to when a device decides where it is going to connect to, colour of lights on both may indicate. See few instance of BT good, EE bad but it is not really or can be the case. BT router does have a good spec, and if it was working well do understand, not sure how the EE support goes with regards to help, but EE/BT guides are to be the same, so you may have to get the BT knowledge if you need that help. Hope it goes smooth for you.👍

Re: Ongoing WiFi problems after switch from BT Broadband

TT230968 — Wed, 24 Jul 2024 09:03:39 GMT

Thank you Jim. Since posting earlier I’ve realised my landline phone
doesn’t work now either ( the grey cable goes into the back of the new EE
router) and a recorded message tells me the line isn’t working and to call
BT!!. Will persevere with calling BT back. The icing on the cake is that my
downloaded EE App also doesn’t work with an error message on the app keep
asking me to ‘try again’. I am definitely allergic to EE. Thanks again for
your advice. Much appreciated. Tracey

Re: Ongoing WiFi problems after switch from BT Broadband

JimM11 — Wed, 24 Jul 2024 09:15:57 GMT

@TT230968 It all does take a little time for everything to gel together, DV switch over app/account's etc, this may be the case for you, were you auto migrated to EE from BT, or just advised to go there at the end of your contract? Your landline was it also plugged into your old BT router you need to check this as some older BT routers did not support landlines so may be possible that you had to get the EE router, you may have gone to DV now, OR are now automatically changing customers especially under new contract conditions, when i was with Sky they tried it with me, and i just said NO WAY, there are far to many issues at present and i rely on the landline working as it was due to personal circumstance.

Re: Ongoing WiFi problems after switch from BT Broadband

TT230968 — Wed, 24 Jul 2024 09:24:39 GMT

Hi.

My landline was working fine being plugged into my BT router. I came to the
end of my BT contract and when I called to renew they told me they were now
part of the EE family and they would send me new EE routers and a booster
to use. I told them I wasn’t prepared to go around unplugging and setting
up new equipment ( I live alone and have no-one to help and I know nothing
about IT really), and they arranged for an Openreach Engineer to come out
and swap it all over for me….which is when the issues started! The irony is
that after renewing my Contract, I was still using the BT equipment and the
first Openreach Engineer cancelled on the day of the arranged appointment
as he had Covid. I therefore continued with the BT equipment, with no
problems at all, for a further month until the Engineer came out on Monday
evening. This is why your post about the BT equipment still (potentially)
working, caught my eye and gave me hope!

Re: Ongoing WiFi problems after switch from BT Broadband

JimM11 — Wed, 24 Jul 2024 09:44:37 GMT

@TT230968 I would call EE CS and explain your situation, request that they send an EE Guide as you are now in a bad condition with regards to not having it all working, and see if they can sort it all out for you. If they cannot fix it, at least the will be able to put your BT back on for you. IF your laptop has an ethernet port and you have a cable spare you could try plugging it in may get you going short term quickly at least to work. Good luck with it all.👍

Re: Ongoing WiFi problems after switch from BT Broadband

Twitchie — Fri, 02 Aug 2024 20:26:41 GMT

Very disappointed to see this thread. BT contract came to end so when renewed told it was EE now and installed new equipment yesterday. Worked mostly from home since 2020 never had an issue. Now keeps dropping out, Teams meetings failing and simple TV streaming not working. Absolute rubbish so will terminate if they don’t sort this week.

Re: Ongoing WiFi problems after switch from BT Broadband

JimM11 — Fri, 02 Aug 2024 20:54:02 GMT

@Twitchie If you still have your BT equipment and feel comfortable at putting it back, you can do so to get you out of hole at present. Original OP would have had some trouble trying to do it, so advice was to get help from EE.

Re: Ongoing WiFi problems after switch from BT Broadband

RChapman005 — Tue, 06 Aug 2024 14:12:27 GMT

I am glad that I found this and many other community forum chats about the EE hardware, I have stayed on my existing BT Smart Hub 2 and extenders for the past 4 weeks since the switchover to EE broadband and everything works fine, with no drop in broadband speed/lagging. The only thing I updated was TV Box to EE (into my BT router).

I called EE and they did insist I try the new router etc but understood that I was concerned about the numerous issues on EE smart hub plus so accepted that I would return the new EE hardware and old BT TV box. They asked that I keep in touch and of issues occur to request a router then - but I think there's a better EE router in development,

Thanks to all contributors on EE and BT forums for the intel.