EE Broadband and TV Absolutely Shocking

[RachelMarston74]

Like many long term BT customers I recently switched to EE TV and broadband. I expected something better, or at least similar. However, my broadband service has deteriorated massively to the point where I am regularly unable to stream music and my TV service is constantly buffering. In a day and age where everything relies upon internet this is totally unacceptable. My husband and I both work from home and run our own businesses but since switching to EE are unable to operate consistently either professionally or enjoy leisure time.

Has anyone else experienced this since making the switch?

I am considering cancelling my contract with EE due to breach of contract on their part as I’ve never known such unreliable service. Seriously EE, you need to sort yourself out as this is unacceptable.

[Northerner]

Hi @RachelMarston74 

What package and router do you have. 

Thanks 

[Mustrum]

@RachelMarston74   in this day and age particularly when you are using broadband for your business at home it is more essential than ever to have a greater understanding of the network and IT facilities you rely on.

Alas your post gives no useful indication of the problems you are having.

This is not customer services so we have no idea who you are or what services you have, and no one on this public forum has access to your account to find out.

That said, if you would like to expand on your issue, let us know what services you have and what issue you have, there are plenty of people who should be able to help you.

[RachelMarston74]

I have the router sent out by EE about 8 weeks ago when I swapped over from BT. I’m on their home broadband and TV package but the EE app doesn’t even recognise that I have broadband with them. Likewise the EE TV app. Their BT transferring customers just see to have fallen down the plug hole…

[RachelMarston74]

As I said in my original post, I have EE home broadband and TV package. Connectivity is slow and unpredictable. TV streaming and music streaming constantly buffers and drops off and my kids are frequently unable to game. We didn’t have these issues with BT and cannot understand why the service is so poor since switching to EE???

[Mustrum]

@RachelMarston74  OK, then I suggest you give customer services a call when they open in the morning.

Alas you still have not gine me any meaningful information to know what services you have, are they different from BT or what your issues are.

I also realise this will be a very frustrating response, so I do appologise, but if you are able to get anyone with some more technical knowledge to help describe your issue, it will help get to the bottom of your issues. A simple solution may be just move back to your BT Router. 

The app side of things seems to be a common complaint, customer services should be able to help, but may take some time.

[jeremysan]

Rachel

did you resolve this problem?  i and i think many others have hit same issues. did you cancel?

[JimM11]

@jeremysan Can assure you there is nothing wrong with the EE Smarthub+ in general day to day operation as a ISP supplied router, It's a little weak on the 2.4Ghz band and ok on the 5Ghz, but will sometimes just not play nice with certain devices, not everything works and a slight adjustment to the Router may be required.