Connection issues

[Nothappy78]

Has anyone else issues with broadband! We’ve had it installed around 6 months, and daily the broadband cuts out literally 25/50 times the hun turns red cuts everything off for a minute or so then logs back on!! Had new hub had engineer out can find no fault, EE said they only guarantee the speed not for it to work!!!  We are now leaving as I just can’t put up with it but wondered if anyone else had this issue. 

[Nothappy78]

How about EE fix my internet that drops out 5 plus times a day, when trying to work or game. But it’s ok I’m still being charged full price and now have to wait till 22nd June to see if they fix it!!  Been happening since we have had EE and all we get is excuses, have rebooted 1000’s times, reconnecting ohhh hold on sorry just dropped out that meeting because my internets rubbish!! Had enough will not be renewing contract and EE should let me leave with no fees before renewal. 

[JimM11]

@Nothappy78 Then you need to follow the complaints procedure kicking the can down the road, price you pay is what you contracted for, no one on the Forum has any idea, if you want or need assistance and if possible to help then let the Forum have some detail to your issue.

If EE are dealing with it all the waiting period is what will be required and followed.

[XRaySpeX]

@Nothappy78 : Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

BB issues are rarely widespread but specific to your own line.

If it is a neighbourhood issue, you could consult Check service in your area  to see if any faults are being attended to in your local area. You may also Report a Problem there.

Have you reported your problem with your BB to EE? They can't do anything about it until you do. Text HELP to 66033 to get EE to test the line & see what needs doing.

Which EE router & WiFi extenders, if any, do you have (read label or post a pix)? What is the name of the EE BB plan are you on including its speed? 

[XRaySpeX]

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@Nothappy78 wrote:

EE said they only guarantee the speed not for it to work!!! . 

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Of course they can't guarantee it to work all the time but they are providing a service which should usually work for all the usual requirements & devices. See EE Home Network Terms  :

8. b. We aim to provide a continuous, high-quality service using reasonable care and skill. However, due
to the nature of each service and the loaned equipment we use to provide it, we can't guarantee
that it'll be available all the time.
c. Sometimes faults in our network affect a service. We'll fix any faults as soon as we can. If there is a
fault, point 14 explains what you can do.

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You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .