Guaranteed download speed not high enough to stop service dropping out.

[jaketheplumber]

Switched from BT to EE on 05/08, checked that my download speed what at the level guaranteed (44.91Mbps) and all seemed ok for a day or two. Service started dropping out after a few days, went through the test procedure on the EE site and was informed of a fault, engineer was booked to investigate. Started monitoring my download speed and it was only half of the guaranteed speed, sometimes as low as 18.8. Engineer arrived on 13/08 and said the only way the problem could be solved was by asking EE to raise the cap on the download speed. He did this via a phone call after he left and after I reset the hub all was ok again, download speed was back to 50 or more.Within 2 days it all went pear shaped again.I kept a check on how often the service dropped out and it happened at least 4 times a day from 15/09 - 25/09. During this time the speed was generally around what it should be but the service was still dropping, yesterday and today it has dropped out several times and the speed is back down to 27Mbps. Tried phoning yesterday and ended up on hold for what seemed like an eternity while constantly being told by EE how important my call was to them. Really don't know what to do next.

[jaketheplumber]

Had no internet at all this morning so had no choice but to switch hub off and on again. Only been back on line ten minutes and it's dropped twice already. Managed to get on the Hub Manager page and as expected all records before today are gone.

[Mustrum]

Some of the older routers retain logs, but as more functionality is added in one Hand, it is taken away in another.

[jaketheplumber]

So Wednesday came and went, waited in all afternoon again and got another no show. This is exactly what happened the last time I booked an engineer using the HELP text service, no knock at the door, no call, no text, nothing, and the service is still dropping at regular intervals. This really has to be the worst customer service I've ever had to deal with and there doesn't seem to be any way to get EE to take it seriously. At the end of my tether here.

Connection has dropped 7 times in the last 15 minutes

[Mustrum]

@jaketheplumber  this really is very poor, and I am sorry that it has happened again.

I am tagging @Peter_W  a staff member who I hope can help out..

In the mean time I can only suggest another call to the 0800 number, make sure you have plenty of refreshments and maybe a book to keep you occupied whilst you wait. Please do not give up, and suggest a new router, they may even be able to send a BT one, as clearly something is wrong. 

[jaketheplumber]

Thanks, I do hope the staff member can get me some help, really clutching at straws here. No choice but to try the 0800 number again tomorrow, just hoping the line doesn't go dead on me again. The HELP text doesn't seem to provide any help at all.

[Mustrum]

@jaketheplumber   you may also want to use the complaints process https://ee.co.uk/help/contact-ee/complaint 

[Christopher_G]

Hi @jaketheplumber 

I'm really sorry to hear that the engineer didn't turn up. @Mustrum has given you some solid advice here on calling back up, which I know you tried last night. They'd be able to look into what has happened.

Because of the issues you've posted, filling in that form they linked is a good shout too.

Please keep us updated with what happens.

Chris

[jaketheplumber]

Every time I click on that link I get a pop up saying "We are experiencing a high number of calls at the moment"  

[Mustrum]

@jaketheplumber  there is no need to click any link, just call the 0800 number. 0800 079 8586.

The high calls is mainly for mobile customers enquiring about the new mobile phones recently announced, and there is always a high volume of calls every year when a new iPhone comes out.

When you choose the Broadband option it will take you to a different team.

[jaketheplumber]

Used the 0800 number yesterday afternoon,  had the usual  20 odd minute wait then the call became automated so didn't actually get to speak to anyone but got an appointment for Monday 21/10. As soon as I put the phone down I got a text confirming the appointment I should have had on Wednesday so thought I'd best call again. 40 minute wait this time and finally got to speak to someone. Explained what had happened and there was no record of the appointment I'd made an hour earlier, so made another one for the same date and time. About an hour later I happened to check my email account and found a message from EE saying a fault had been detected with my broadband connection and would I like to make an appointment to get an engineer's visit. You really couldn't make this stuff up.