EE Broadband

[PJS3]

Does anyone else have trouble  witch their EE internet?.

I moved from utility warehouse 12 months ago, Which is a EE product and I have had nothing but problems since. 
I have had to move my main telephone phone junction box move, so that I can get internet on my TV, to then be told that it’s not the best place for the router as it’s to close to the window and the router cannot sit behind the TV, so now I have an ugly router with 4 wires Stretching from the back out from the back of the TV to a small table in front of the TV in my living room (not a good look) 

I still have a very poor WiFi signal up stairs.
I was advised to by a booster with I did to no benefit. The signal still drops out and we have to reset the WiFi every so often. 
I asked could I leave EE but I was told if I did I would have to pay a leaving fee. 
We have now leaned to live with a poor service. This Friday the internet dropped out because of a fault and I have been told it could take up to 48 hours. So no YouTube, sky, Netflix or Amazon this weekend. 

I would suggest if you live in the Birimingham area don’t use BT or EE for your internet,as they are the same company now. 

Thank you EE

[mikeliuk]

Hi @PJS3 ,

I would recommend to check with the service provider whether the Automatic Compensation Scheme is still in effect.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

Previously I have also advised people not to put WiFi routers behind TVs but if it is of no help anyway, it would be fine to put it back.

I would recommend Devolo powerline adapters, one with WiFi functionality to get better house-wide connectivity. Be aware there is the older dLAN range in which you want one WiFi device at 550+ or higher to be compatible with the app; alternatively you can get a pair in the Magic range. Other brands are also available. Good luck! 🤓

[Chris_B]

@PJS3  BT purchased EE and January 2016 so it’s nothing new.   My router sits in a cupboard and I have no issues at all.  I can and sometimes do use a WiFi repeater upstairs but it’s not really needed even when I get good WiFi signal when I’m furthest away from the router.   

 Have you ever tried just resetting the router using the small hole on the side of the router ? ( it says reset next to it and you hold a pin in to the hole for 30+ seconds)    If the Wi-Fi is dropping out then obviously the repeater will also.  

[James_B]

Hi @PJS3,

Welcome to the EE Community. 🙂

Is the socket behind your TV an extension or did you move your master socket?

James

[PJS3]

Hi James

I had to have the socket moved.

Regards

Peter

[PJS3]

Hi Mike

Thank you for the information, everything that has been do to try and improve my wifi has been done by EE/BT engineers.

They also recommended the powerline adapters.

Just as an up date I have spoken to them today as I am still without wifi. They informed that an engineer had checked the outside lines on Friday and has suggested the fault is now inside the house and they needed to book an appointment with me to get into the house, which they can't now do until Tuesday. 

My question to them is why has it taken me to phone them to find this out and why has no one contact me to arrange an appointment. 

They now have boosted my data allowing me to use my phones hotspot, so that the four of use can work tomorrow as we are all working from home at the moment.

Still very poor service. I am now going to move to a new network. 

[PJS3]

Hi Chris

The BT / EE experience is new for me, I do appreciate they merged in 2016.

Where abouts is the cupboard in your house, if it is in the middle of the house I can understand why you get a better signal. My router used to be in the middle of my house but because my TV kept dropping out EE advised me to move the router to behind the TV.

EE engineers have visited my home 3 or 4 times and the router has been reset so many times by my me and the family, I have lost count.

Just as an up date I have spoken to them today as I am still without wifi. They informed that an engineer had checked the outside lines on Friday and has suggested the fault is now inside the house and they needed to book an appointment with me to get into the house, which they can't now do until Tuesday. 

My question to them is why has it taken me to phone them to find this out and why has no one contact me to arrange an appointment. 

They now have boosted my data allowing me to use my phones hotspot, so that the four of use can work tomorrow as we are all working from home at the moment.

Still very poor service. I am now going to move to a new network. 

Regards

Peter

[mikeliuk]

Hi @PJS3 ,

I'm very sorry to hear of your poor experience here. I was previously responsible for arranging internet access for a shared house of four and I felt considerable pressure to maintain service even though disconnections were not my fault.

I found that Virgin Media provided the most stable connection and when I briefly switched to BT Broadband it was a pretty poor experience in that particular property.

I'm aware of people who have moved away from fixed-line broadband due to poor service for one reason or another, and I'm currently finding 4G LTE mobile broadband is quite adequate for a small number of people working from home and 4K streaming.

Be aware that moving to another service provider may cause the same lines to be used so that the same line problems may reappear.

As the fault-finding takes place, I feel there is no best answer. A capable 4G router and unlimited data SIM on the best network in your area as shown by cellmapper.net could be a good play. Virgin Media might be good on your street if you ask around.

Hope things work out! I'm sure others would like to hear if you are compensated according to assurances the service provider has given the regulator in the past. Good luck! 🤓

For advanced users needing to provide reliable access to a handful of working professionals, a very good choice is a router which can load-balance between one active SIM and other WANs such as a fixed line: https://www.draytek.co.uk/products/business/vigor-2927lac

[James_B]

Hi @PJS3,

I'm sorry to hear you hadn't been contacted to arrange your appointment before you called. Please let us know the outcome of the visit.

Thanks

James