Incredibly poor service

[Sandlem]

I wonder if anyone has found a way to get reasonable levels of service from EE.

i recently switched from BT tonEE, paying extra for their new router and extenders. The broadband went down a weeks ago and I cannot get it fixed.

when  I call I get told it will be fixed in 2 days, then another 2 days and then another. An engineer will call, then email no he won’t! Then another to say an engineer will indeed call. And he doesn’t. Online the system says we reported it 2 days ago - but it was a week. And a message comes up saying EE have a month to fix it.

and the hybrid and the hub don’t work due to poor reception.

we depend on broadband for multiple functions at home - and we both work from home. This unreliable and dishonest service doesn’t work for us. Have others had similar experiences? Anyone resolved things?

inam simply being fobbed off and lied to. 

[Mustrum]

@Sandlem   which nroadband service and router model do you have?

Are you on full fibre or still via your telephone line?

It sounds like there is a major problem in the area, do any of your neighbours have similar issues.

The Hybrid connect relies on a good mobile signal, do you have the same issues with your phones or can the box be moved to a point with better signal?

[Sandlem]

Full fibre 700 mbps guaranteed download speed. Mobile signal generally poor in the area which will be why the hybrid support is relatively ineffective.

The issue is the disingenuity and false promises which then fail. I cannot be certain of the fault but even if major an honest realistic update would be a reasonable expectation.


From Martin Sandler

[Mustrum]

@Sandlem   This is not customer services and no one has account access so can't supply the answers you are looking for.

There is a complaint for you may wish to use https://ee.co.uk/content/dam/help/terms-and-conditions/regulatory/ee-complaints-code-of-practice-mar... 

[Sandlem]

Thanks for that. The question I am asking is whether others are experiencing the same level of poor service as BT offload customers to EE? And whether the 30 day to repair a fault which is part of the news contract T&Cs is essentially exploitative.

There is a risk that this is the case and therefore worth highlighting.
Not asking you to resolve it for me. Thanks anyway.

From Martin Sandler

[Mustrum]

@Sandlem   You should get the same level of service as you did with BT, new EE is esentially BT under another name.

The 30 day thing is the same for most ISP's, they have to let you leave without charge if they have not fixed an issue after 30 days. The normal fix target is 72 hours, not inc weekends, same as most other ISP's, but is subject to engineer availability - so times can get extended with storms, or other major incidents. They should be able to tell you if there is a major incident however, you may need to ask the right questions.

HTH and do make sure you keep in contact with CS.