Cooling Off Period - Broadband cancellation

[L8Again]

I switched to EE broadband yesterday. It took the engineer 2 hours and 2 ONTs to get a broadband connection on a line that has worked faultlessly for over 5 years.

Sadly, he left me with a 320Mbps service on what is designated as a 1.6Gbps connection. I called EE yesterday and was told that everything would be OK this morning: nothing changed. I then spent another hour this morning with tech support who offered me a new Ethernet cable and an engineer visit to ‘optimise’ my connection. I have no idea what that means.

I had a further call late morning to say that this was a network problem and it was being addressed and to expect a quick fix. My line is still at 320Mbps.

Am I correct in thinking that if I initiate a switch to A N Other ISP that EE will treat this as a ‘cooling off’ period cancellation and any charges will be for the limited use that I have had from their service? I can’t bear another 30 minutes on the line with EE: life is too short.

[Debbie_G]

Hi @L8Again.

Thanks for coming to the Community.

I'm sorry to hear you've experienced issues with the installation and connection speed.

As you've been advised that this is being investigated as a network issue, the team should be able to provide further updates as their investigation progresses.

If you're considering cancelling the service, as you've only recently joined, our customer support team would be best placed to discuss your cancellation options and any applicable terms.

Debbie

[XRaySpeX]

@L8Again : You should inform CS that you intend to invoke your cooling-off period rights by migrating your BB to another ISP before you actually order BB from another ISP.

[JimM11]

@L8Again How are you determining that you are connected on a 320Mb/s service? ONT would more than likely be required for change as a High Speed ONT with a 2.5Gb/s Ethernet port is required. see the link below to what is kind off favoured OR wise.

Solved: Re: Smart hub 7 pro delivery. - The EE Community

You can switch away at any point during the cool down period no questions asked, you will have to find an ISP that will support the 1.6Gb/s speeds if that is what you are looking for though. Either OR have messed the settings up and you are just not profiled correctly, all the OR Engineer had to do was swap the unit out and make sure that the mac was addressed correctly OR side to provide the connection and it FW updated when powered up, OR Engineers can tell with the light sequence when they watch closely when first power on for a new ONT. 

[L8Again]

A 2.5Gbps ONT has been fitted. It took 2 1/2 hours; two ONTs and three lengthy calls to India to get it activated.

Speed was checked on the EE hub; an Eero Max 7 router; a Fritz!box 4060 and a wired connection from ONT to PC using numerous leads including a Cat8 Ethernet cable. Initially, the technical team said that there was not an issue with my connection - hence, the suggestion that I needed a replacement Ethernet cable. I am still not sure what an engineer can do to ‘optimise’ a connection. I assume that the team member was assuming that I was reporting wireless speeds rather speeds from a wired connection to the ONT even though I repeatedly said that I wasn’t.

Later on in the day, after I raised a complaint, a Technical Manager called to say that they had now identified a network issue so no new cable or engineer visit required. A 1.6Gbps connection was finally established at 4.45pm yesterday afternoon. My Eero router shows 1.77Gbps down and 120Mbps up. I recall using the words ‘you have a service provisioning issue’ when I called EE yesterday morning.

Over the years, I have tried to avoid ISPs where script-reading technical staff resort to suggestions that it must be an ill-informed customer not our service or kit. 

This hasn’t been a good way to start a relationship. I am still considering my options. I dread to think how EE might deal with a genuine loss of service.

[JimM11]

@L8Again So it really sounds like 1. OR Engineer had a problem matching up the ONT, that happens and does rely on were that call was made to get it all sorted out now.... EE call back found the issue, either profiled/account sorted it out and now your up to speed, you said you connected the PC direct on the ONT so going to assume you have at least a 2.5Gb/s nic on it but older you should easily be able to push up to the 1Gb/s....

PC to ONT, high speed nic setup is always going to be your fall back test that bypasses all other, do suggest you stick the EE Hub on, get it FW updated and if not going to use it park it away in the box again, EE can ONLY CHECK against there Equipment with the HomeView+ testing software so EE Hub has to be on the connection. 

The 1.6Gb/s service was down for All User wise for just over a week when EE moved all on that particular service to i assume there combined operation, that was 3-4 months ago now so should all be sorted out now with that.👍👌

[L8Again · Accepted solution]

The low speed was never disputed as EE Tech Support confirmed it via their provisioned hub. My frustration is the number of calls it took over 2 days to get EE to acknowledge that there was an issue that had nothing to do with me or my equipment.

In my opinion, the Eero Max 7 is a far superior router to that offered by EE in terms of its wifi  range but at the end of the day it is a matter of personal choice.

I am happy to leave it there. Thanks for your advice.