Hey all, first post here. I wanted to share an experience I had with a member of EE's phone support in hopes that EE can maybe send out a memo explaining some things to support staff.
I'm currently on the 1.6Gbps plan as of a couple of months ago, and like many others, I quickly realised that the Smart Hub Pro wasn't up to spec. I wasn't too bothered by that, I don't mind having to get a better router to support the speed, but I hadn't got around to it yet, and noticed the updated WiFi 7 router from EE today, so I figured I'd phone and see if it does the job for me.
Anyway, I phoned, and the call initially started off great. They took my details, I told them why I was calling, and to my delight they were happy to send out the new router with no fuss (more than I can say about other providers).
I expressed my delight, by jokingly saying "I expected to have to fight my case" for the new router, and that's when the call took a turn. After explaining everyone in the office was confused why the old router wasn't good enough, he got quite argumentative with me.
He asked "what will I even use WiFi 7 for anyway?". When I told him it will mostly be for gaming reasons on my PC (I know it's overkill, but hey ho, I still want to take advantage of the speed I pay for), he scoffed and said that's not possible. I asked what he meant by that, and he explained only a couple of devices have WiFi 7 support so he doesn't get why everyone is looking for these routers. I explained to him I'd built the PC myself and I have a WiFi 7 network card inside it, but to my surprise he just continued on saying that wasn't possible.
Call was getting kinda awkward at this point but he wasn't done. He asked if I'll use ethernet cables with my PC and I said that I might, if the speed from WiFi 7 doesn't work out to be stable. He scoffed again asking why I care about WiFi 6/7 again, and telling me that ethernet was old technology and that I'm missing the point of these devices.
I continued to explain that I'd be happy enough with using ethernet with the old router if it had multiple 2.5Gbps ports, which is not the case. At this point he just continued rambling about not understanding the point of the devices. At this point I just tried to bail in the most friendly was possible as to not cause a fuss.
But honestly; why is this a concern for the support? My only guess is they've had a huge influx of calls for requests for the new router, and they haven't had any training around why people may be doing this so it's frustrating for them? I'm still happy that EE have decided to update people's routers who have existing 1.6Gbps contracts, but this was a very awkward experience.
