Mobile broadband

[earthsongwoman1]

I have mobile broadband to the house (with arial etc) I have two issues

The first is that our speeds were at first 80-160Mb but have been a lot lower with drop out recently and just now down to 0.5-15Mb - can you help sort out the speed? is there not a garuntee of minimum speed amount?

Second issue 

In trying to sort out the above - I found no evidence of an account or emails from you about the service we pay for every month - how do I find the account - I was able to get the 'unlimited data' page for the phone number associated with the account but no actual mention of mobile broadband to the house on my two mobile phones which I also have with EE.. How do I access terms and conditions, account details etc that are part of the mobile broadband and router set up we have?

Thank you for your help

Emma

[Northerner]

Hi @earthsongwoman1 

Mobile broadband can fluctuate because of many different issues. There is no guarantee as it would be impossible to give. You can try checking your local network for issues here:

https://coverage.ee.co.uk/coverage/ee

As for the product terms and conditions they can be found here:

https://ee.co.uk/help/help-new/terms-and-conditions

Thanks

[XRaySpeX]

Add your mobile BB mobile no. to your online MyEE a/c holding your 2 mobile phone nos.

You don't have mobile BB "to the house". You just have mobile BB from EE.

[earthsongwoman1]

Thank you northerner - this is all very well - but I don't have access to any type of account to see what plan I am even on. 

However I did find a way to log onto the router last night and managed to see EE has been sending me SMS messages on it since it was installed in March. 

One of the early ones was a message to set up the account login and expired after 24hour - As I had no idea SMS messages could even be sent to a router I didn't know to look there. Is there some way to get this message resent and so I can set up the account and see my billing, what contract I am on etc. etc.?

Thank you

[earthsongwoman1]

Hmm that is the issue though XRay.. there is no way of setting up an account without an account number or a phone associated. This is movile broadband - however I say 'to the house' to identify it as something completely different from mobiles data dongles etc.. Its attached to a fixed location and router. (I am in Rural Wales - no fibre, BT lines frequently chewed by squirrels etc)

[XRaySpeX]

Text NUMBER to 150 from it to get its mobile no.

[earthsongwoman1]

Ok I have found the number associated with the router from the router login. So now I have an account - its very confusing though - I pay for unlimited data. Yet there are messages saying I have run out of data and clearly - as I am writing to you here from my PC on the LAN - I have internet access, with this morning, 100MB download 25ish upload speeds - so its much better. The date for 'renew data limits each month is 11th so thats not what has happened over last night.

How do I find out if I do indeed have unlimited data as I thought I had paid for.. The account really reads like its a mobile phone but my contract was intended - and I was assured would be just like - BT internet just loads faster. In practice it has been. I am concerned abot the dramatic drop in speeds yesterday though..

Could you explain or point me to a person I can speak to about my specific contract?

Thank you for your help

[XRaySpeX]

It is exactly like a mobile phone. They both have mobile SIMs with an EE plan on them. It will never look like a fixed home BB; they are completely diff beasts. Have you looked at your Plan & Extras in it?

Look at http://add-on.ee.co.uk/status from a device connected to your mobile router by WiFi to see your data & credit status.

[earthsongwoman1]

Ah ok that's somewhat less confusing and more accurate. We have completely unlimited data.. and 50gb to roam in EU.. ! The house is a bit cumbersome to travel with.. 😉 but yes I can access this page. Thank you. 

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.