BT to EE

[Pn1956]

Just switched to ee, as BT were messing me around with Internet connection. Engineer said 1 thing customer service contradicted him.

Switched to EE but still problematic connection, I put in a complaint and was told within 2 hours my complaint was closed. 

EE Engineer due out tomorrow so I'm hoping he can resolve the connection problem if not,I'll be cancelling my contract with ee (still within the 14 day cooling off) and going with another provider. 

10 days with no Internet or very slow speed 😢 😕 

[Mustrum]

@Pn1956   Unless you change suppliers with a different method of connection, until your line issue is fixed all you would be doing it going without internet for a bit longer.

What broadband service do you have and what issues are you having?

[Pn1956]

Thanks for your reply, yes I understand what your saying, the idea is the engineer tomorrow will resolve the problem and I'll be up and running with no problems when I switch to a different supplier. Customer service and  feedback from both bt and ee have been terrible 

[Neil-O]

Hi @Pn1956 I'm sorry you're having problems with your New EE broadband, hopefully, the engineer will get this sorted for you tomorrow. What are the symptoms of the issue you're experiencing with the connection? 

Thanks

Neil 

[Pn1956]

Internet is in and out,when it's connected it's very very slow. 1st engineer checked connection's inside my home and said the fault was at the pole,he then said I had a good connection to my home so it must be inside, he ordered a new hub 10 days ago which still hasn't arrived. Phoned customer services who then told me the problem is outside and an engineer will be out today.

[John-C]

Hi @Pn1956, thanks for the update and please post back to let us know how you get on with the engineer visit.

Cheers

John

[Pn1956]

So,because of the previous engineer ,I decided to phone ee customer services to confirm that the engineer would be coming out,they assured me he would. I then received 3 messages from bt and ee asking if I had a problem with my broadband. I received a phone call from ee who then told me an engineer hadn't been booked to come out to resolve my issue today. She told me she can't contact openreach till Monday to book another engineer. 

The farce continues, oh,and I received a message saying my complaint had been closed with no explanation 

[Neil-O]

@Pn1956 I'm so sorry, that's not good at all. When you lose the connection do any of the lights change colour on the router?

I'll send you a private message so you can contact the community support team with your details and we'll be happy to help.

Thanks

Neil

[Pn1956]

Yes red,green blue on and off all day.

Customer service know there is a fault I just want someone to fix it so I can use the broadband that I'm paying them for