Renewed contract - rubbish connection

[Andymac2602]

I have just recently renewed by broadband contract. It was OK, but not perfect, before. Since then it has become worse and even non existent regularly. Considering breaking my contract for non provision of service, a breach on the part of EE. It seems that EE are not even interested. 

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

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.

[mikeliuk]

Hi @Andymac2602 ,

"Breaking" your contract is likely to be a very bad idea as it's likely the contract will be enforceable against you and you would be compelled to pay a cost equivalent to if you continued the contract for whatever minimum term agreement that you committed to.

You would need the service provider to release you from your contract for a valid reason such as if they do not believe they can provide the service which you are paying for.

You may wish to check your renewal terms to see if you have any cooling off period in which to cancel your decision to agree to a new minimum term period with the service provider. Good luck!

[XRaySpeX]

@mikeliuk : There is a 14-day cooling-off period from the upgrade going live if it was ordered online or by phone.

Beyond that EE won't release you from your contract .w/out 1st having the opportunity to investigate the issue & coming to the conclusion that it is unable to fulfil the contracted service.

[XRaySpeX]

What do you mean by "renew"? There's no such thing as renewing these contracts. You either:

• Upgrade to a new contract even on the same BB package, or
• Stay on the existing contract with the the same BB package, on a ongoing rolling month's notice.