EE can't fix my wifi broadband

[RickPhil]

My EE broadband has been down since yesterday. I immediately called support and registered a complaint. An engineer was sent today, only to tell me that he cannot fix it because it’s a wider outage affecting multiple homes, and that it may take another TWO DAYS to be resolved.

This is beyond absurd.

I work from home, and my livelihood depends entirely on a stable internet connection. Because of EE’s outage, I am completely unable to work, meet deadlines, or carry out my job  through absolutely no fault of my own.

No temporary solution.
No clear accountability.
No urgency — despite knowing customers rely on this service for work.

For a company as large as EE, this level of disruption and lack of contingency is simply unacceptable. Customers are expected to pay full price, yet are left without a basic essential service when it matters most.

EE seriously needs to do better.

[XRaySpeX]

If the fault lies in the OR infrastructure that needs OR to fix it there's not much that EE can do about it but press OR, which I'm sure they will be doing.

Accordingly EE do not guarantee the reliability of their BB service. So EE BB offers no Service Level Agreements (SLAs). If you are so concerned about it you should be looking at business ISPs that do offer SLAs that meet your requirements.

[RickPhil]

WOW, not taking responsibility for your issue is by far the worst customer service

It is irrelevant to me as a customer about Openreach my contract is with EE, not Openreach. I pay EE for a working broadband service, and it is EE’s responsibility to manage its suppliers and infrastructure partners.

Stating that “there’s not much EE can do” is not an acceptable answer. Whether EE is “pressing OR” internally does nothing to address the fact that I have been without a critical service that I am paying for.

Your reference to no SLA is also misleading and inappropriate in this context. I am not asking for an SLA. I am asking for:

• Service accountability

• Appropriate mitigation

• Compensation for loss of service

And your audacity to suggest that I should “look for a business ISP” is an unacceptable attempt to shift blame onto the customer rather than accept the issue here. At no point during signup was I warned that prolonged outages would simply be dismissed with “nothing we can do.” If EE is unable to provide a reliable service or meaningful mitigation during outages, that is a failure of EE’s service offering not the customer’s expectations.

[JimM11]

@RickPhil Your approach needs to be to EE, the Forum is not EE CS!

[XRaySpeX]

EE does offer Automatic compensation for broadband or landline issues

You do realise that I am just a user like you, offering you some advice about your issue? From your tone it would appear not!

[RickPhil]

I did get in touch with EE call support but they proved to be just as useless as the EE support team on this forum. 

• Fault occurred on 25th

• Engineer attended on 26th and confirmed could not fix it

• I was then told I have to wait until 28th for another engineer

In the meantime, I contacted EE call support repeatedly. 

• I spent around 30 minutes explaining the issue to one agent

• I was then transferred and had to explain the entire situation again for another 30 minutes

• The second agent clearly had no understanding of my case

• When I asked about temporary data to allow me to work from home, the agent yelled, and told me EE could only provide 2GB of data, which is completely unrealistic for several days of WFH

Due to the handling of the calls, the lack of clarity, the repeated explanations, and the behaviour of the agent, I finally logged a formal complaint.

So this is just a headsup to all EE broadband users out there in this group. If you have any issues, dont expect the customer support team to come up with any resolution. They will just blame one thing or the other. Or end up blaming the customer itself like @XRaySpeX  has done here. 

[Schockwave]

@RickPhil 

, most of us here are customers like you and no one in the forum can see any accounts, so you would have to speak to customer service. Also, if there is a problem with the broadband, EE will let Openreach see to it, as they have the manpower and equipment to fix it, but it also depends what the fault is as to how long it will take to sort it out. Sorry, but that is all we can say here.

I once had no broadband for around a month here and so did many others, as there was a bigger problem to fix. You will get compensation and you can also fill out the complaints form:

https://ee.co.uk/help/contact-ee/complaint

[SueLHem]

We lost our WiFi overnight Friday (23rd).  Phoned EE Saturday booked in an Engineer visit from OpenReach for today for the engineer not to arrive.  Phoned again today, apparently some issue with OpenReach booked in again for Wednesday (28th) and lo and behold I receive an acknowledgement from OpenReach for Wednesday.  Obviously person I spoke to Saturday didn't book visit correctly and also told me that the engineers didn't work on a Sunday - shame they dont know what they are doing - I also work from home so am relying on hot spotting which isnt very good - need to sort themselves out or they will lose more customers 

[JimM11]

@SueLHem If available to your area may wish to look at the other EE available feature linked below!

EE Connectivity Backup | Device Help

[RickPhil]

True, even the engineers that are sent over aren't able to fix the issue. And when I asked EE support about this, they were like he was a home engineer or whatever and it was the network engineer who was supposed to fix the issue and he will arrive in another 4 days!! Hows that my fault that they sent over the wrong engineer? I had to take a day off from work (since there was no wifi at home, I was supposed to go to my office) and wait for the engineer who did absolutely nothing. So just wasted me one day pay.

Their customer support is much worse, the lady I spoke to was sighing and saying "oh god" and being extremely impolite, she was rude and aggressive. I have no idea what kind of training does EE provide for their team? I mean I work in software development and interact with clients all around the globe, sometimes I have to put up with their tantrums and I'm okay with it because its part of my job. I wasn't even being rude or impolite with her, I was just asking for a solution. The more I think about they way they handled it, it really frustrates me, I don't deserve to be spoken at like that. Any idea how I can put a complaint regarding this? Moreover, I believe all calls with customer support are recorded by EE, so there's clear proof of the way she lashed out at me.

Coming back to your query, since the engineer missed the appointment you are entitled to a compensation, https://ee.co.uk/help/broadband/fix-problem/automatic-compensation#:~:text=your%20service%20agreemen....