Absolute shambles!

[sunnydog888]

What an absolute shambles of a company.

I have been a long term customer of EE/BT and now EE as a whole. Since mid December my router is experiencing frequent dropouts and disconnections causing all sorts of issues with work and connected devices. I’m on a FTTP 500 plan along with mobile.

repeated calls and chats to the experts is driving me insane. I’ve gone around and around in the same circle over and over, being asked the same questions time and time again. I’ve been promised on at least 3 occasions that someone will call me to resolve the issue and nobody calls, it’s as if they wash their hands as soon as my call or chat stops. I’m being completely gaslit all whilst paying near £100 a month for this shambles.

what on earth do I need to do to get this resolved. I’ve emailed Claire Gillies but not a peep has been heard.

its clear the router is faulty but every time I speak to an expert they blame something else or blame equipment that I have.

what do I need to do next?

[XRaySpeX]

What colours is the light sequence when this happens?

Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

[sunnydog888]

Hi XRaySpeX,

The router light will be normal green, and then our connections will all get disconnected, internet, video etc that’s when we know it’s happening again. The router will then flash orange, then go off and resets itself then back to green where everything works fine until the next random time.

ive lost count the amount of times new software is sent to the router by the experts. Unplugging the router, unplugging equipment, and we are still in the same boat.

[XRaySpeX]

& which router is it?

[sunnydog888]

Ah sorry, it’s the EE smart hub plus. SH32B written on the bottom.

[XRaySpeX]

Could be a faulty PSU - see EE Sending out Replacement Power Supplies for its Smart Hub Plus's. Apply to CS for a replacement.

[sunnydog888]

Thank you! That was really helpful. I don’t know that was an issue, but I’ve just had a call from the executive complaints team and thankfully a listening ear, so fingers crossed it’s getting fixed.

Thanks for your help.

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.