1.6gb very slow today

[Pezz82]

Had Great reliable service over the last year but today the download speed has dropped from 1.6Gbps to 50Mbps, when I called they said it was a know issue with "the package" whatever that means, not a local issue. Anyone else have the same? 

[Cstarks]

Anyone magically get fixed overnight? Trying to work out if BT/EE are working round the clock or just working hours to fix this. Either way it's taking too bloody long!! 

[spacedyemeerkat]

Still stuck on 75.

It's the lack of updates from EE, proactive or otherwise, that drives me mad. It's like they deliberately don't want to accept there's an issue.  DON'T MENTION THE WAR! The gaslighting is breathtaking. 

For those who don't know, I'll mention it again, they did exactly the same thing with the disconnects last year. And no, there was never any apology, formal recognition or compensation. That was caused by a bug in a router update, if I remember correctly. 

[Cor3ys]

Glad i don't use EE equipment then, but yep still on restricted download of 50mb 

[spacedyemeerkat]

People were buying £200 routers to circumvent the issue. Nothing wrong with using your own router, of course, but it shouldn't be something you're forced to do to get a usable service. 

I made multiple formal complaints, all of which were closed without resolution. I think it was Jxx (from memory, apologies if wrong) who mentioned why they do that earlier in this thread. 

[martyjp]

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@Cstarks wrote:

Anyone magically get fixed overnight? Trying to work out if BT/EE are working round the clock or just working hours to fix this. Either way it's taking too bloody long!! 

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Fairies didn't visit me last night so still slow.

Looking around various forums and Reddit the reasons given and timescale on fix seem to be different so even their own customer service team don't know whats going on. This isn't poor customer service from EE its a complete lack of it

[fromyoutome]

They'll do the "text book" downplay the impact, to save face. 

It only impacted a few customers argument: 
Then why are we in the dark; if its only a few customers couldn't they have sent out an email, a text with "We know this impacts you, we're working to fix the issue, it will be resolved in 24 hours". Why is there such confusion.

It's someone elses fault (OpenReach):
So why aren't you holding them to higher standards. As someone else said, in this day and age if changes fail you roll back. Feels like they're fixing forward, at our cost. 

Unimpressed with EE as a whole, things break. The measure is how you deal with it and right now I'm disapointed. 

[spacedyemeerkat]

Spot on. 100%. Things do break. Own it when it happens and inform your customers.

[Cor3ys]

A link was posted yesterday to file a complaint, so i went ahead and done this, and they have just responded with the below.

Thanks for getting in touch.

I’m really sorry for the disruption you’re experiencing. There is currently a wider network issue affecting many customers on the 1.6gb network. Openreach engineers are already working on this, and they aim to restore service as soon as possible. Some customers are already back to full speeds, but others are still experiencing the issue.

While the issue is ongoing, please reboot your hub once a day. This helps ensure your equipment reconnects as soon as the network is back up and running.

Once your service is back online, please come back to me and I’ll arrange a credit to be applied to your account for the inconvenience caused.

Thanks again for your patience while this is being resolved

[spacedyemeerkat]

Thank you for reminding me about that. Done.

[Cstarks]

Not got a repsonse to mine yet.

I like the fob off with credit - I want answers and reassurance this disaster will not happen again!