Awful broadband

[KMDABOSS]

It’s literally been only 6 hours since broadband got fitted and it’s already down? What awful service is this? And the app is down too I can’t message to find out what’s wrong, not a good first impression is it EE? 

[Peter_W]

Good afternoon @KMDABOSS, welcome to the EE Community. 

I can appreciate your frustration with the situation here, but our members are doing their best to help understand your situation, and sometimes that will include asking some questions for further clarification.

EE absolutely supply your broadband service and can support you with many aspects of this, but it ultimately runs on lines installed as part of the Openreach network. 

I'm glad to hear you've managed to contact our team, and if they determined as part of their diagnostics that the issue is being caused by a fault with the lines, an Openreach engineer would be sent out to investigate this further. 

It's definitely a strange one that your service would stop so suddenly after installation, but I'm confident once everything is checked over we can determine the cause of this, and get you back up and running.

Peter

[KMDABOSS]

When will it be fixed? 3 appointments in a row have been cancelled, and I’ve read many other people’s queries too and they all seem to have the same issues, EE have a name and reputation to uphold, but seems to me all that is going to be tarnished soon. 

[XRaySpeX]

There is certainly a lack of comprehension in this neck of the woods! I thought I sorted this thread out in more ways than 1 to make it more comprehensible but I must be wrong.

All this thread amounts to in 30 replies is that the ONT PON (LOS) is red. Therefore BB has gone down & now needs OR to fix it.

[Peter_W]

@KMDABOSS We don't have access to your account via these forums to check why the appointments were cancelled previously, but I'm confident you will definitely get this sorted out. 

I really understand that this hasn't been the best experience though, and if you remain unhappy with how things have been progressing you can find the details you need on our escalation process via our complaints code of practice.

Peter

[KMDABOSS]

Incorrect, EE network is awful and their service provided is awful, they deserve to be named and shamed so I don’t need you moving my comments or “fixing” anything which is out of your control. Once again EE are awful.

[KMDABOSS]

Your complaint will go to your own higher ups who will turn a blind eye, end of the day they’re making money they do not care about how, they don’t care about service provided to customers. EE used to have a good reputation but I’m extremely shocked at how they’re handling situations currently. 

[bristolian]

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@KMDABOSS wrote:

And explain to my why my 5G and 4g signals on my sim are always 1 bar when I have full 5G coverage option?

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What do you mean by "I have full 5G coverage option"?

[KMDABOSS]

EE have different sim coverage options, theirs options which cap your network at 10mbs and some at 100 and some which don’t cap your network at all, which is why I’m making it clear I have the full 5G option without any caps, yet I’m getting below 20mbs when on both 4G or 5G 

[Minkey1]

@KMDABOSS 

Where are you? You seem to be under the impression that a 5G SIM, speed uncapped, guarantees you the theoretical maximum speeds offered by 5G wherever you are in the country, inside or outside.

No operator guarantees that.

[KMDABOSS]

I was with o2 for 4 years before EE and they never had issues as bad as this, was with Vodafone, no issues with this badly, been with sky mobile for a year and voxi and many others, none of them compare to how awful and trash your daddy EE network is.