EE offering same broadband package but then saying no?

[youface]

Currently im on fibre max 300 and have been for like 2 years, I got an email saying contract coming to an end, you can continue to pay £53 ish per month or go to a plan which is basically the same package but for £44.09, I rang them up asking to go for this package but then the customer sales advisor says that deal is no longer available which I think is a bunch of lies then he said his manager goes right now I cant get fibre max 300 or 150, the most I can get is the fibre plus with max speed of 76, 

Im like how is that possible, ive been on max 300 for 2 years its been running fine then they turn around and go no my line cant have that now etc, I think its a bunch of lies and they are trying to cover their tracks because they offered me a cheaper price for the same deal, 

can anyone help? 

I have the email as proof saying I could get that cheaper package with exact same speed, avg 300mbps also but they are saying its not there anymore

[pip11]

@XRaySpeXIMO that will never happen as the router is able to be moved. Can you imagine the amount of repair callouts for a router being moved and the bend radius for fibre optic cables being exceeded resulting in a broken fibre? Or even the router being knocked off a shelf/desk etc.

Going back to the OP's issue do EE not have a guaranteed minimum? The observed speed does not infer he's only ever had 76Mb as the observed speed was recorded only yesterday.

[XRaySpeX · Accepted solution]

@pip11 : Good point!

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@pip11 wrote:

do EE not have a guaranteed minimum?

Yes, they have a Minimum Guaranteed D/Load Speed as well as estimated speed ranges (which never seem to correspond to BTw's & are generally lower) - see Improving your broadband speed . I have asked OP for them but he hasn't supplied them.

Further I have suggested that he take the tack of complaining that he is nowhere near achieving the Guaranteed D/Load Speed. However in his case as he is out of contract term all EE might well end up with is letting him go after 30-60 days investigation, which he can do anyway.

My understanding of the BTw Observed Speeds is that they are the max. since installation. The date recorded is just the date of the last test. Perhaps your OR & BT pals might know better?

[youface]

I just spoke with another advisor from EE, the last person I spoke to on Sunday didn't tell me anything and was just rude. There is a fault on the line so they are going to send an engineer tomorrow to locate the problem as to why my speeds are slow compared to what I should be getting, that approach there is what I want and the advisors were lovely, not what the other advisor said to me and just fed me a pile of crap.

Thanks for helping though

[Leanne_T]

Hi @youface

Thanks for coming back and letting us know. 

I am sorry to hear you had this experience when you called us on Sunday. 

Please let us know how you get on after the engineer has been 🙂

Leanne.

[pip11]

I'll check on the max observed test and get back to you.

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.

[youface]

The engineer came and had to reset the line, speeds are back to normal now and everything is fixed , hopefully for the long run, thanks for  helping!!

[XRaySpeX]

Thanks! You're welcome 🙂 ! Good that it is now sorted.