EE Not calling back despite promisng 4 times to do so over 5 days now ?

[Revbjp10bell]

Hi All,

I have a extender problem wi fi 7  which will need an engineer visit --despite multiple calls to EE CS and promises of call back none received over a 4 day period --how do i get to a person to arrange  a home visit ==PS Yes i have tried all the fixes advised before i called -- is there a direct number beyond the normal system as i am not getting what i paid for 

[XRaySpeX · Accepted solution]

Only by calling CS. I'm surprised an eng. is needed for a WiFi extender issue.

[Revbjp10bell]

Hi and thanks-  -With the help of another forum member and numerous EE You Tube Vids  i went through all the fixes ref WI Fi 7 -- the only way the extender works is to connect and pair it is via cable-- i have also left it on overnight just in case . the moment you move it more than 2 metres away from the router the signal drops. Both the router and the extender are in exactly the same place as my EE Wi FI 6 which worked perfectly . Shame as the downloads and uploads via ethernet cable to my PC are excellent.

I suspect a software problem as there are other threads on here citing similar , when the engineer installed it he was in and gone in 20 mins and within half an hour it was dropping out .. so I'm going to press on and see it replacement units can be sent. 

[Christopher_G]

Hi @Revbjp10bell 

Did you manage to speak with a member of our Customer Support team to get some help with this?

Chris

[Revbjp10bell]

Sadly no--plenty of texts promising to ring me back but ZERO call backs , i
am considering cancelling or moving to another supplier ,
pointless claiming to have the best UK broadband when you dont ring your
customers back and put them in an endless cycle of ringing and not
replying.

*Mr B J Plume*

[Leanne_T]

Hi there @Revbjp10bell 

I'm sorry you've had no call back. If this has not been resolved since you last posted on the community, you can open a complaint using our online webform. Once this has been picked up by the team one of the guides will get in touch with you. 

Leanne.

[Revbjp10bell]

Hi Leanne  T,

I have now received a call on 18.03 the guide agreed my wi fi 7 extenders are faulty and new ones are on the way , hopefully this will resolve the problem (if not i will need an engineer visit ) ) --However on the EE resolution against my issue , it says an engineer visited on 18.03 and FIXED the problem this is INCORRECT , it cites fixing the connection , there never was a fault with the line , i have made this clear from day one through multiple texts to the EE Bot which just sends out the same old message .

On Wi FI 6 my kit worked fine with both router and extender in the same location , when  Wi Fi 7 was installed it was supposed to be a stronger more reliable whole house signal however it dropped out within hours and despite applying all the EE resolutions has not worked since i can no longer use my garden office as i did on wi fi 6 !!! not good.

[Leanne_T]

Hi @Revbjp10bell 

Thanks for coming back to me with an update. 

If the resolution is incorrect and you would like this looked into, I would advise getting back in touch with our tech guides and they can get this updated. 

Let us know how you get on once the new extenders arrive. 

Leanne.