BT broadband full WiFi transfer to EE 1.6gbps

[Letmeb00gey1]

BT broadband to EE 1.6gbps

What a pain it has been to switch over to EE to get new router and faster speeds. Initially I was told they can order the 1.6gbps broadband from EE as I had by complete WiFi and i agreed only then after the phone call ended I noticed they simply transferred over like for like package on EE and found I then had to pay more not much but still £1 more. I was later told to let my order complete and I can then regrade and get the 1.6gb fibre from EE. I then checked on EE and it was still showing as I have the 900mb package. A few days passed, however  to my surprise it now shows I can get rhe 1.6 gbps package from EE. So when I called again to day I was told I can’t get it even though I am on full fibre fttp as the people on the phone said they can’t see the offer so can’t provide this to me  so firstly I was misled and missold what I was ordering then now their site doesn’t match it states I can get which is mis advertising. I have spent a number hours on the phone.

[Bluenose_Dave]

Oh well end of another day. And still no connection 28days and counting and nothing from EE or Openreach since i called EE on Friday, so finding it hard to see what has changed since it been escalated 

[garetc]

I wonder what happens to us if they decided to pull the trial? 

In other news EE managed to send a booster to an old address (x2 houses ago). There’s more chance of Charle and Camilla inviting me for tea than there is of me getting it back. 

[Bluenose_Dave]

You could not make this stuff up it that bad with EE it seems, how is your connection Gareth?

[garetc]

OK at the moment, hard reset the ONT this morning and I’m getting 1668Mbps. The person dealing with my account has booked an OR engineer to come back out tomorrow and an escalation with them has been raised.

I know my experience is different to others on here with customer services but the lady helping me has been brilliant. I get call backs when I’m supposed to and although the product isn’t working as it should I do feel like they’re trying. 

[Bluenose_Dave]

I wish they would keep me updated, itpot luck when i call how helpful the person is, i just think i got the bad luck as been left with no connection, it was escalated Friday and I got a case number, but that is about it, can’t call EE untill Friday review date has passed, and my thought are the kink by the ONT is the cause of things but in 4 weeks they not even sent Openreach back out to the house even if EE been told on every call about this kink since they said Openreach has said it is an optical issue with how much light, i get a pic or video of the kink and post it up tomorrow 

[timprocter]

@garetc 

Hi mate, may I ask other than a complete power down how do apply a "Hard Reset" to the ONT.

Might as well try that myself other than sat doing nothing.

I see a button on/off I presume but doubt that will do a hard reset.

[timprocter]

@Bluenose_Dave 

Dave I feel for you mate, I really do.😥

[garetc]

There’s a hole on the right hand side of the ONT. You can use a SIM tool to hold it for around 10 seconds until the lights go out (aside from the power light).

[timprocter]

@garetc 

Thank you mate.👍

[Bluenose_Dave]