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

[Skaro]

It's reassuring to see some people have actually got the Smart Hub Pro.  I've had numerous conversations with Customer Services where I've been told it's been requested for me (going back to September when it launched) and I've still not received anything.  

The whole EE/BT broadband just seems a bit of a mess.  Since moving to the 1.6 Gigabit service I can't access any broadband areas of the EE website (just get a message that a technical error has occurred and to call 0800 956 6000), and within the app half of the broadband options are just broken.  Thankfully the broadband itself is excellent, but EE of late as a company is just poor which is unusual from my experience.

[Bluenose_Dave]

I ended up getting a 2.5gb switch and it has corrected the issues I was having, also now got a iPhone 16 pro max and very good speeds as it support WiFi 7

[TonsOfFun]

Have you recieved your smart hub pro yet? I was also on the list and was also on the first wave of texts and emails saying my stuff is coming. But there was never any tracking info available and never got anything been ringing weekly only 2 people helped.

1st said they can see that I should have got it and took it to the manager and was agreed to send another. 

2nd one said can see that it was authorised and will be sent with the next batch the following week so should of ( this was 2 weeks ago so should of been sent last week) was told if I recieve no tracking or confirmation of it coming or anything in the post by Friday then to call as something is wrong,

Rang them last Friday told the situation but the guy on the other end was just spouting the usual yes your on the list it will come when it comes and couldn't get through to him that I should be sent anther that week and that it's been taken higher.

It's annoying because the order number says it was sent in the first wave and on the following Monday it was order complete, to me that says the order is fulfilled and I'm off the list. Honestly the whole process has been much more hard work than it should be especially for a company as big as ee. Absolutely dreadful cs 

[Bluenose_Dave]

About a month in using the pro router and extenders, I now have 3 extenders and have bought 2 X 2.5gb switches both backhualed to the router, doing lan testing to my iPhone 16 Pri MaxI am getting 1675mbs anywhere in the house, I have found with both the iPhone 15 pro and 16 pro max some times connects but not at full speeds to WiFi what usual has been about 1450mbs  on WiFi 7, to correct this issue go into WiFi setting and the I next to your ee WiFi, from there you should see WiFi 6e mode automatic or off switch to off and then back to auto usual fixes it

The Pro router so far as been fine and solid, and big improvement over the smart hub plus what has always given me issues, but non of them on the pro router, single digits ping also

I noticed the ee app now shows the pro router after have to re set it up in the ee app and smart WiFi pro also shows correct picture

so over all I am happy with the improvements the pro router has made. And means finally the brakes have been taken off the 1.6gb connection raw speeds

[Bluenose_Dave]

If no joy google EE ceo email, and spend an email to him tons of fun,

executive complaints team will then contact you and hopefully get the pro router sent out to you, explain you situation in the email you send and add your account number in it too. And they should  get it resolved and sent out too you

[TonsOfFun]

Took you advice and sent a long winded email but fully explaining the experience so far and how I'm clueless if ones ever coming to me.

Hopefully something gets sorted or I get a reply which I feel I will never and my email goes straight in the trash folder before being opened let alone read. 

I've just got to the point now of cba chasing around I don't have the time or patience for it any more if one comes it comes if not then  they've lost a top paying customer for life .

Cs means a make or break deal to me upon renewal regardless how much of a good deal it can be if being pulled from pillar to post and left with a bitter taste in my mouth after the whole issue/solution then I'm afraid that's me out. 

But knowing I'd not be renewing I'd be sent the equipment back anyway at the end of contract which is why I'm not to bothered about it any more. 

[Bluenose_Dave]

You will hear back from your email, as a few of us have emailed them, as you see from past post on  this thread, it might take 48 hours but execute complains team will get back to you, and hopefully with their involvement will get it sorted out for you

[TonsOfFun]

That is reassuring to hear! This theared is so old now I cannot remember lots of the previous posts haha. 

But having to get to this point is absolutely ridiculous.

I'll keep you posted if I hear anything or not. 

[TonsOfFun]

Just had a call back from. The team you mentioned Dave, so thank you for the ceo email advice 👍🏼 

As I guessed the first lot of hubs was registered to my account so they did think I actually had. 

The guy had cancelled that one linked to .y account and has ordered me a new one and said its usually 3 days from ordering to receiving so giving me a call back on Thursday to see if any progression has been made. 

He did say there was a delay from the last shipment which should of come last week but is due to arrive today. Kept me on the phone to confirm order has go e through and 100% certain that the old is cancelled and on the new order went through.

Was 100% happy with the out come this time round d so hopefully should get something this week. 

[Bluenose_Dave]

Great to read that tons of fun I was confident they would be able to get things done and sorted out, and it looks like you have got

if you have the EE app go into orders and broadband order top box next when it asks about order number, as it might show up there first I had it like that when I ordered my 3rd extender, ordered Friday morning and I got it Saturday 

keep me updated on how things go with it but hopfully in a few days you be flying with the pro router all in time for Xmas too