FAULTY ROUTER CABLE 😡

[C4RLY]

So, from 3am this morning my router was playing up. Without any warning whatsoever from yourselves, I find out my router has had a software update and destroyed the power supply. The lights are still on, but nobody home. Not enough power from the unit to give a signal. Consequently I'm without Internet and TV until a new cable arrives. I'm so angry I've put in a formal complaint. WHY when you were aware there was a fault with them was I not sent a replacement? Why have I had to wait until I'm without service. 8 months I've been with EE and I wish I hadn't bothered after this. I've now got to wait many days for a replacement. In future don't use cheap rubbish which fail! I've now paid for 1 from Amazon to arrive tomorrow as I know EE won't send it quickly! I also think it's a disgrace that EE shops don't supply extra power cables and routers in this day and age for this type of screw up! 

[C4RLY]

Thank you. I'm so angry about it. Having no Internet for 24hrs in this day and age is extremely frustrating. I'm so annoyed at the fact that I wasn't sent a replacement when they knew about it. Instead I've been left without service and several days wait for a replacement. I've had to pay for one from amazon to get today. Beside this, EE knew there were issues, they should have supplied the EE shops with them so people can get same day replacement whe they're faced with this issue!  It's disgraceful! They've gone down in my estimations. 

[JimM11]

@C4RLY Hopefully now you are all up and working fine back on the Internet, there is not much that can be done for the loss of a couple day's with a none functional EE Router it does not matter as no connection!

[C4RLY]

Oh it does. Not letting it drop! 

[Nathhaz]

Did getting a new cable fix this issue, I'm currently having the same problem and they only just told me there going replace the cable and box, a recall should mean the moment they knew about it they should tell the public not wait till they stack up to do anything. 100% wrong way to go about it. Saving them selves money but no help for the consumers

[Chris_B]

@Nathhaz  EE have been sending out replacements even to those who haven't yet had an issue,   Not all boxes/cables have this issue 

  Im still happy using the original  14+ months now, 

[C4RLY]

I feel your pain! Extremely frustrating. The cable I got from amazon worked! But I'm waiting on a whole new router. They sent a cable Saturday, which I missed delivery today. Then I rang yesterday (Sunday) and went mad at them as initially I thought the new cable from amazon wasn't working and the router was knackered, so they have sent me a new router. Turns out the cable from amazon does work and I'm up and running, but I also have a new router coming tomorrow. I'll be changing the whole lot to be safe. It's disgusting how EE have handled this whole screw up! 

[C4RLY]

That's the annoying thing!! I've lost service and had no clue there were dodgy ones out there. Other customers receive new kit without having a problem 🤦🏻‍♀️. I put it in formal complaint! Such a balls up!! 

[C4RLY]

This is the cable I bought from Amazon next day delivery to get back online and it worked. Now waiting on a whole new router, still changing it regardless it's now working.

https://amzn.eu/d/b8tCIRF

[JimM11]

@C4RLY Would be advisable for you to change it now as you have asked for the replacement, allow the system to keep your old ssid/password for easy setup or just NO and do all your devices again to the new EE Router. If you do keep the old be sure to keep the ssid/password written down and in a safe place as you will need those details!

[C4RLY]

Hiya, still waiting on my router 🤦🏻‍♀️. Hopefully today! I will be setting up whole new kit. I will change network name and password I always do. I just re connect my devices once up and running. Thank you