Can i downgrade my broadband?

[Qasper7890]

Hi, i bought EE broadband last month. And i understand my 14 day cooling period was over. However, i just joined EE tv and my EE broadband got re contracted so does that mean i’m in my 14 day cooling period again? I don’t want to leave, i just want to downgrade as i’m starting to realise i’m paying too much for the speeds i don’t even get. I’m on the Busiest Home Bundle, 1.6gbps speeds with 1300 mbps minimum, but having tested my speeds across every device, they all fall between 300-800mbps. I’d rather be better off with 1000mbps speeds. 

[Chris_B]

@Qasper7890  A cooling off period is a change of mind as you decide the product it’s for you it’s not so you can  change the tariff.   If you want to use a cooling off period then you’ll be required to return everything and once the return has been processed you then reorder.     But if you call customer services they might be able to sort something for you.      

You must also be aware that your home also has an effective of the speeds you receive and EE are not responsible if your home is causing this issue. So dropping down to 1000Gb connection could still have reduced slower speeds.      Just out of curiosity what is a Ethernet connection like.   

[JimM11]

@Qasper7890 Your downgrade from the 1.6Gb package is not so straight forward, and thought there was an issue also to get the TV package so they must have sorted that out. To go back, OR engineer in theory would have to revisit and remove the high speed ONT that they installed, but more than likely not worth the trouble to do so, your speeds look like wireless connections with the range you are quoting and would sound like you have no wi-fi 6 devices. Are you also using the EE supplied router? It's easier to have the packages all aligned time wise, so not sure how the cooling of period can be applied to such a condition. Call EE CS and see what they say as advised. HTH

[Qasper7890]

Oh i see, i understand the speeds depend on the house but i had one smart wifi plus hub and had to order another due to weak signals in some rooms. I have 2 devices connected via ethernet cables to each of the smart plus hubs and both receive 800mbps tops. I told the engineer who came to install the broadband to place the hub in the living room, where i would have connected a few devices using ethernet but he refused and said he’d be unable to due to the delicate wire made out of glass. 

[Qasper7890]

Oh i see, i have a range of latest devices, so i think they are do support wifi 6. I’m using the EE supplied router, the smart hub plus. I spoke to an ee advisor on the app and they advised it’s possible to downgrade since i’m within the 14 day cooling off period. So i’ll give them a call and see what they say. 

[JimM11]

@Qasper7890 👍Good you can down grade your requirements, confused though you say you have 2 hubs, do you mean 1 EE Smarthub+ and additional Smart Wi-Fi devices (boosters) but they are connected to the router via ethernet backhaul, therefore max speed would be the Lan port restriction on both having Gb ports.