Conundrum - broadband issues, Wifi Calling and talking to EE

[ihereyounowthis]

I'm trying to talk to the EE helpline about my broadband connection (drops out / flakey(, but they insist on re-starting my router as part of their tests of my line. That means my call drops out as I have to use Wifi Calling (no mobile signal in our house), which means I can't talk to them.

How can I talk to EE about getting an OpenReach engineer here / how can I talk to them without re-starting my WiFi!

Any ideas really welcome, thanks!

Matthew

[XRaySpeX]

Which EE BB plan are you on? What EE router do you have?

They should be sending an eng for your discon issues if they can't sort it our from your calls.

[bristolian]

Can you restart your router immediately before calling them, and then firmly point out the "time since last reset"? I'm assuming your router has such a function?

Otherwise you'll probably have to call from another phone, or landline.

[JimM11]

@ihereyounowthis They should be fully aware that the call will disconnect, would be the same if you had a landline connected, no different, so whoever you are talking to prior to the test will call you back later when the test completes and they have the picture of what is happening on the system. If you are a new EE customer you can initiate the broadband test yourself, link below if you need it.

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

Charges may apply at your standard rate.

1. We’ll run tests on your connection to find out what’s going on.
2. If you need an engineer, we’ll text you in 15 minutes to book a slot.
3. If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

Opening hours:
Monday to Friday, 8am to 9pm
Saturday and Sunday, 8am to 8pm