Loyal customers means nothing!

[Duboiz]

Have had my phone contact with EE for well over 10 years and they have been really great, customer service and coverage always great. Broadband has been with BT, more or less good as we live in the back of beyond so patchy.  
So having them join together though it would be a great service. Tonight I am So disappointed in them and will be looking into changing mobile contract and broadband.  
Broadband has been a bit up and down the past few months but as we were getting connected to fibre though we could just wait it out and everything would be working as it should once on fibre. Wrong! 
It seems to be worse, with devices not connecting at all now. The installer said if still not great after 24hrs to call and ask for booster disc, for improving the reach and connectivity. 
I called tonight and they will not help in any way and will not sent out anything to help us. Our only option is to sign up to another package that is £10 more a month than the fibre package that was recommended to us when we asked to be connected to the fibre. The guide on the phone seemed adamant that I had to sign up to it there and then. I am so angry and disappointed in them. Any advice 🙏

[Chris_B]

@Duboiz  As  “recommended” is the correct word here.  It’s a recommendation at the end of the day it was your choice.  

What devices are not connecting ?   
Not knowing your home or how it’s built is going to be a hard one to resolve.    
is the router near a TV or other electronic device?   
What sort of building is it.   How thick are the walls ?   How far away from the router do devices have issues connecting?    

Im failing to see where customer loyalty comes in to this.  

[Duboiz]

@ Chris_B you’re not used to going above and beyond for your customers, trying to leave them satisfied and willing to tell others and make them feel important enough to give return custom. Over the years they have done a lot to help sort out issues and what I’m asking for help with now isn’t a big ask.

It was the only package recommended as was told it would be sufficient and wasn’t given the option of another package.
The house is on 1 level with a mixture of thick and thin walls, a device is next to router and running slower than normal, 2 devices in an adjoining room  one connects the other doesn’t.

[JimM11]

@Duboiz EE do offer a paid guide visit for a specialist to visit, take a look see what is going on and give his opinion to what would be ideal in the home situation. It is included in some specific packages, so you should look to see if it is yours. Your router may be just in the wrong place completely, there is no way of knowing, @Chris_B has pointed out some relevant questions, the more info you give the better, but do consider the Guide Visit option. May be the best money you ever spend.

[bristolian]

You certainly need to separate issues with the incoming broadband feed, from in-home wireless issues. Many issues with WiFi across major ISPs, are often caused by the wireless equipment and should be tackled accordingly.

Same goes for considering cancellation of all your EE services because of what may turn out to be an in-home issue with the fixed-line services. A bad mobile decision could easily be made out of spite.

[XRaySpeX]

Which EE BB plan are you on including its speed? What EE router do you have?

[Chris_B]

@Duboiz  I don’t work for EE I’m a customer just like you.  So obviously I can not go above and beyond for any customer of EE.  I can only try and help you get this resolved just like the others who have posted on here.   This isn’t customer support it’s a public forum where other helpful very helpful and knowledgeable customers try to help customers just like you.