Broadband coverage and speed

[Frax]

I have just joined EE and received the new so called smart hub, the set up was easy, however the coverage in my house is terrible and it only provides signal in two rooms, the speed is lower than the promised speed - promised 29mps receive 20 and that is after a week, that's bad enough but I could probably live with that if it was all over the house, I have tried to call them on 150 but I can never get through to speak to anyone, got close today but they said it was going to be 45min, then they decided to test the line and dropped out my call, I cannot find a direct phone number for them, it's ironic as they say if they cannot provide the speed or coverage you can cancel your contract without a fee, how can you when there is no one to speak to, any help with a direct phone number would be great 

[JimM11]

@Frax Follow @XRaySpeX request, and did you take your EE router from previous address with the home move? If so and was working fine there!

[Frax]

I am not at my new home right now so will try it tomorrow, they did reset the router, and speed has been stable for the last three days, stayed the same even after it was reset by EE

[Frax]

No this is a new router from EE, my WI/FI router is still at my old house after me and my wife separated 

[Frax]

Contacted EE CS today with number provided but still got a machine, eventually got a human, He told me that it would cost me £10pm to add an extender to my plan, I refused to pay that and then he said he could reduce that to £7 pm I reluctantly agreed so was passed onto a supervisor or so he said, she said that they would send out one extender for me to try and was told that if I required more they would send out another and if that still failed they would send out another,  if one extender does not work I think I will just cancel the contract, the EE promise of speed and coverage looks like it's just all talk, verry disappointed - looks like it's all to keep you there till your 30 days have passed and you locked into a 24 monthly plan that does not deliver

[JimM11]

@Frax It's all about the position of the EE Router, my sister just had he EE FF broadband installed on Thursday, by an OR Contractor and was supposed to have an EE guide visit as well, but that did not happen, on arrival checked what the contractor had done, install was in and BB was working. Signal strength throughout the property was at 65dbm which is not to bad, the router was sat at floor level in the utility cupboard, new build were all the Ethernet terminates, raised the router up to level at 5' height remeasured signal and now at 40-45dbm proceeded to cable all the 4 points to the router, reset and tested all, max speed 150mb/s all over, and sister said why does it feel quicker, it's all about where and how you place the router.

Your extra cost does cover 3 extender's in total, if your router is at one end of the building, then one extra smart wireless will help to expand the signal further. 

[Frax]

That might well be true, that is why I booked an engineer to visit and set up the router at a cost of £30. the router was plugged in by myself and made ready for the engineer, he came and did some speed tests on his mobile, said it would probably take a week for the signal to settle then left, I stay in an old house with thick wall's so I expected the worst, the house has a large extension, the master BT socket is in the old part and I was told to use the master socket, the engineer did look at all the BT sockets but never moved the router.

[JimM11]

@Frax That is the way, my sister did the same, only monday she will be calling EE to find out why the guide has still not turned up, ask for a refund of the guide install cost, and cancel them if they were thinking of re-scheduling it as no e-mail/text or anything in her order status about the failed EE part, they have zero excuse as she is registered vulnerable and wheelchair bound.  

Without a doubt and the only place to do it now is connect to the Master socket, you will find that all of the extension sockets no longer function especially for the landline, where you have your router may just not be the correct place, there is no way off knowing, and if the guide said yes that's the correct place then you have some recourse but it will be difficult. 

[Frax]

Hi JimM11

Yor are right, nothing is easy with EE, they could do a lot better if they only tried, there just comes a point when you think why bother, there are lots of internet providers out there and they can't all be this bad, I have had a EE mobile phone since I got one when they first appeared and never had a problem with it, sadly the broadband service has always been a pain.

[Sladelec]

Same here ,i have asked for a cancellation as they wont send me extenders what is the point of broadband if you cant get it throughout house not a big house either,worked fine on my bt (wired system)

[JimM11]

@Sladelec Just put the BT Router back on the service, it will work fine with EE.