2 week review of EE 1.6gbs

[Bluenose_Dave]

Having been on the new 1.6gb/s service now for 2 weeks, and here are my views,

i have the EE new smart router plus and 3 extenders, first off i know the EE smart hub plus only has 1gb LAN ports, speeds have been ok and stable WIFI rangers from about 650-820  what is not bad, i m running with them hardwired with a lan to them, i know WiFi 6 max speeds are 1200 but rarely get them in the real world 

this package feels like it been rushed out, my reason for saying this are,  openreach engineers laptops have 1gb Ethernet ports so they are unable to check speeds from ONT or any other Speedtest at your home if you are on the 1.6gbs package

the EE router having only 1gb LAN, also it comes with a cat 5e cable, this cat of cable does up to 1gb, so if you are on 1.6gb/s you will need to get a new Ethernet lead to connected the smart hub plus to the ONT

all the WiFi features like work and game mode and WiFi controls dont work, it say page not found, i have heard that the WiFi enhanced feature has been turn off so the team can look at it and fix it as it affecting a lot of users and should be back after a month, i am unable to check speed via the router page this time it asking for me to make an EE account

speeds and connection has been stable and good, but i did have a lot of issues getting the service

i know of people who have bought a 3rd party router so they can get full access to the raw 1.6gbs speeds, and they are having no issues on speeds as router has 2.5gb LAN on them unlike the EE smart hub plus

i have bought a usbc to 2.5gb Ethernet adapter so i can test the raw speeds at the ONT, plus if openreach do need to test speeds at my home they will be able too

so in short i hope you can see why i think this package has been rushed out from the fact openreach dont have the kit to test speeds at the customer home, to all the issues with the new smart hub plus

[TuckerUK]

@iJason I left EE in March this year. After many issues with he the EE app WiFi control features. I was allowed to leave free of charge. I’m now with an Alt Net ISP called Zzoomm here in Cheshire. I’m on the 2Gig up and down package. But sadly Zzoomm’s network is very hit and miss. A lot uplanded maintenance and network issues. So I have until March next year as I’m still in contract. Keeping an eye on EE as most likely I’ll join back as a new customer as take out the 1.6gb package. As all I want is reliability and Zzoomm can’t offer that at the moment. It is fantastic have an amazing upload speed symmetrical to download speed. That I will miss when leaving.  

speeds over WiFi on my iPhone 15 pro max. 

[JimM11]

@TuckerUK At least you will not ever halve to worry about the EE app anymore, and you never know symmetrical on OR may be up but offered will be the issue.

[garetc]

I see they have launched the Wifi 7 devices this morning...

Anyone called up yet? I'm on hold for the next gen team.

[iJason]

Currently on phone now and the agent is clueless !   I've mentioned to him I am on 1.6gb fibre !  The website site says all new orders from today get the new Wifi 7 Pro so really don't understand how hard it is for them to send out a new pro router to customers who request one.   tempted to just say my router is faulty and see if they send me a new one if they don't send it out..... As I explained to the guy on the phone I only get the new faster speeds over wifi on plus router so its technically a scam until everyone gets this new pro router that gives you 2.5gb Lan ports for the full cable speeds. 

I'll let you know what they say as currently on hold! & have been for 20 mins now. 

[garetc]

Is that the next gen team or the general CS team?

[kp95]

Ask to be put through to the next gen fibre team and speak with them directly

[garetc]

I'm speak to the next gen team who spoke with someone else and has advised that the new routers are for new customers only and he can't send me one out, the most he can do is log a complaint and get it fed back.

I've questioned why we would be paying more than new customers and yet getting a worse deal/service because the router we were supplied with don't fit the connection we have and he's very apologetic but isn't much he can do.

[iJason]

Update after having called EE - spoke to Irish guy nice chap but he has advised me that unless you are a Brand new Customer you will not be getting the new PRO Router anytime soon !!!  

You can't even buy it from them and you can't say your current hub is faulty so on that Note ill be buying a NEW TP Router unless anyone on the new package whats to stick a PRO Hub on EB*** and let me buy it.  🙂 

Not surprised this is the case as EE & BT Have no clue at all. 

[garetc]

My complaint has been escalated to a manager who's going to call me back today. I'm not above dropping an email to Marc on this, for myself and everyone else who's had to put up with the WiFi 6 router.

I don't get why the early adopters, people who have had a CPI price increase already this year would not be sent it as quickly as possible. Smacks a bit given we're paying more than new customers.

[Ollmall]

Also leaving EE 1.6gbps next month when I move house. Not taking this dumpster fire of a product with me and it's to the point where I don't care that I'm gonna have to pay £600 or so early termination because it's gotten so bad. That's how done I am with EE.

Switching to a CityFibre connection with 2.3gbps SYMMETRICAL speeds for £50 a month. No PPPoE either, all DHCP so I'll actually be able to fully utilise that speed without the overheads of an authentication protocol invented in the 90s for dial up.

My EE account has been broken since October 2022. No update for a fix, countless calls to EE (literally at 2 hours at a time) and the resolution I was given was to make a new email address and use 2 EE accounts. One for mobile and one for Broadband. No thank you.

The customer support is a joke. Bounced from department to department, no one knowing how to help. Someone even told me that the 1.6gbps package doesn't exist and told me I meant Wifi 6, as if I was an idiot. Then each rep you get through to bad mouths the last rep which is so unprofessional to hear as well and really makes you cringe on the phone. That's in between the same, repetitive, drive you insane hold music you constantly have to listen to.

Raised a complaint, goes no where and just gets closed. Never get call backs as promised either.

So honestly, I'm just done with it all. Been with EE for 12 years on my phone and I'm gonna leave that behind as well and move to a new network. It's getting so expensive for what you get and the coverage has only gotten worse and more inconsistent the past couple years or so as well.