Broadband engineer never arrived

[dizzydwarf26]

I have been having issues with my broadband since I joined EE almost 2 years ago. I recently booked an engineer appointment and took the day off work, waited at home with my then-five month old son, and no engineer arrived. Furthermore, I had no contact regarding the appointment.

A woman in my local store said I’d receive a new appointment or compensation regarding this, though I’ve yet to receive either. I’ve tried contacting about it online, to no success as obviously there’s no live chat for anything other than upgrades. Also, the website doesn’t allow complaints to be sent. How do I get clarification regarding this?

Furthermore, am I right in believing that, as my issue of significantly lower broadband speed than my minimum guaranteed has not been resolved, termination charges are removed should I switch to another provider? I don’t want to, as I usually love EE’s services, but this has been a very disappointing and frustrating experience. I work from home and my broadband cuts out every day.

[Christopher_G]

Hi @dizzydwarf26

Welcome to the community, I'm sorry to hear about your engineer visit and speed problems.

Have you spoken to our broadband technical team over the phone? They should be able to look into why the engineer appointment didn't go ahead and help with your speeds.

Chris

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

You need to give EE the opportunity to get your speeds up above the guaranteed min. before you may leave FoC, but they don't seem to be taking you up on that.

Is it the BB as a whole dropping or just the WiFi connections? 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.

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.