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Cust services broadband

Fiesty88
Investigator
Investigator

‎19-06-2024 02:17 PM

I recently changed from BT to EE Broadband (fibre), i got 1 x smart wifi extender boxes with the main hub but this does not cover all of our house. I spent around 20-30 mins convincing the customer services person the one smart wifi box didnt cover our whole house, and him ordering a new one for an additional £5 mth! With BT we had 3 additional discs and in repeatedly told EE routers are far better than BT yet im having to pretty much beg for a 2nd smart wifi box ! Ridiculous. I think i can tell if whats in the house reaches the whole house! It doesnt! Simple as! Weeks on nothing received and nothing added to my account. Tried to just buy one on EE website and doesnt let you add to basket and nor can the chat online access customer accounts to order one! So yet another phonecall where ill probably have to fight tooth and nail for a second one to be added! Ontop of that the manage your wifi settings through the app very slow to load indeed, literally can sit for around 4mins just wtg for it to load your network. Cant say my experience moving from BT to EE has been good and i will be looking to move back to BT at the end of my contract despite losing the mobile offers…..unless they can improve the app drastically!

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3 REPLIES 3
JimM11
Brilliant Contributor
Brilliant Contributor

‎19-06-2024 03:10 PM

@Fiesty88 Which EE service are you on from moving BT/EE and did you make the move yourself? Some packages allow up to 3 smart wi-fi extenders, 1st is out, 2nd-3rd require engineer visit, and if you had to pay additional then sounds like it was possibly not set correct at the start. £10 is the monthly smart wi-fi add on, and do not think that anyone has managed to be able to buy outright yet. No moving back so you can probably forget that option. HTH

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Fiesty88
Investigator
Investigator
In response to JimM11

‎19-06-2024 04:33 PM

Im on fibre 50. They told me i can have up to 3 smart wifi boxes but each one after the first is an extra £5 mth. I phoned up to change it over from Bt to EE

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JimM11
Brilliant Contributor
Brilliant Contributor
In response to Fiesty88

‎19-06-2024 04:54 PM - edited ‎19-06-2024 05:38 PM

@Fiesty88 So the statement you made is wrong but i will check and correct when i find the help page, you can have up 3 boxes at no extra monthly cost, but you may have to pay for the engineer visit for box 2 and/or 3 so best to get them done at the same time. After that i do not know what charges apply. I am going to send a link, once you have it look at the 2023 on the page, it shows packages and what is against them. 

https://ee.co.uk/help/terms-and-conditions/broadband/plans

https://ee.co.uk/help/terms-and-conditions/broadband/smart-wifi-terms-and-conditions

If you go to help smart w-ifi it also explains it all, i will try to find the correct page also. 

EE Guides | Broadband Help | EE

Smart WiFi | Home WiFi Booster | EE

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