New Full Fibre EE/BT is worst internet I’ve ever used

[Brownevo]

I’ve used EE for over 17 years and the full fibre broadband EE/BTis the worst I’ve ever used. 
I’m severely disabled, my cctv is going off, my tv is streaming as I don’t watch live tv, it’s constantly buffering. 
Internet wouldn’t work upstairs, I had to go on the phone for over 2 hours to get it fixed. 
I’ve always thought EE was the best provider, I rang up to leave and go to virgin, but EE offered me a cracking deal, but it’s constantly letting us down. I don’t have the energy to constantly have to reconnect everything. Their customer service is awful. My husband wanted me to stay with EE as their customer service has been outstanding, but since taking over BT, even the customer service team has admitted they are struggling. I was charged for 2 broadband accounts for 3 months as EE forgot to cancel my old one.  It took months to get a refund. 
I spend hours on the phone, only for an advisor to tell me they have checked my line and there are no issues. Like I’m a liar. My broadband is slow, it switches itself off almost daily. It’s stressful as I get no help and I’m treat like I’m an idiot. I used to be a project manager in IT, before being medically retired, I’m not stupid. Has anyone had similar issues with the full fibre, as I’m seriously thinking of ditching it, going to the ombudsman as I’ve tried raising a complaint, only to be told there are no issues. 

[Brownevo]

And here we are again, ten minutes ago my modem is cutting out over and over, which means no heating, fish tank not operating through WiFi again and my tv is off plus cctv needs reconnecting again. I’m going insane.  Asked EE for a ring back and guess what. They haven’t bothered! Raised a formal complaint and guess what it’s been ignored. I’m fed up of this.  

[Ede73]

I had huge problems  and  I am too a loyal customer to EE…

The technical issue has been ongoing since I joined they made me wait months and I complained milions  of times,  had 4 engineers coming and 3 routers changed . EE/BT/Openreach blame each other on the fault and they all throw the “hot potato” at one another without solving the issue. I have given up and I am leaving to switch to another provider. Good luck  to you. 

[topcookie1]

facing similar issues, switched to a higher broadband speed in september and been bugged with buffering tv and broadband since, so spoke to them almost a week ago and they reset the broadband etc their end and updated the firmware still rubbish connection. I get better on 5G but i dont want to be using my data all the time (thankfully its unlimited), whilst i type this I am on the phone yet again.

[Ngidman]

Nothing but problems and stress with them either. Criminal how they’re being allowed to take on new customers when they can’t sort the issues out.

[Ngidman]

Hoping that justice will catch up with EE soon enough. Dreadful, dishonest company.

[GrahamMee]

So great to hear it's not just me with problems. Despite having an excellent broadband with BT and the router, all that changed after EE full fibre was installed. The EE TV box seems full of bugs and loses its internet connection every day meaning no apps work and, strangest of all, recent recorded programs return a message saying 'unable to play recordings as channel no longer exists' This despite recording on BBC1! I have had to call EE every day since installation with problems such as remote button keys not working, sound not working, subscription channels not working and our digital phones trying to call every 10 minutes with the caller being our own number! I am in my 14 days so I am very likely to cancel all services if their latest fix doesn't work (this is providing two powerline plugs with Cat5 cable to see if a wired connection will cure all these problems). Really, really not impressed and now wish I had stayed with BT and my Humax box.

Graham Mee

[GrahamMee]

BTW. On a helpdesk call it transpired that one of their operators has added a note to my issues which states 'Customer refused to reset box/router' which is an out and out blatant lie as I have always followed all their instructions.

Graham

[Leanne_T]

Hi @GrahamMee 

I am really sorry you are experiencing this with the EE TV and internet connection. 

Let us know how you get on after trying the suggestions from the technical support guides. If you would like to discuss the notes on the account, please get back in touch and the team will get this looked into for you. 

Leanne.

[brianjean13]

I have similar problems with my router, as I have to reset it almost every week. I have been complaining to EE for 6 months and they finally said that they could not fix it. I have now lodged a complaint to the commercial regulator. The hub 2 router is not fit for purpose and EE know it but are not prepared to supply the new wifi 7 router that will fix the problem, they want you to upgrade and pay more money for the service they should be supplying.

Brian jones

[brianjean13]

I am with EE full fibre 500Mbs and I have had problems for 6 months I have to reset my router about once a week as the speed drops from 300 + down to below 60 on a regular basis. I have had numerous calls to EE a new router an engineer and finally a call from the top engineer at EE who told me that they could not fix the problem, even though they still keep taking the money. I have now contacted the comms regulator. There is a solution but EE do not want to do it, and that is to send out the new wifi 7 router. EE want you to upgrade to get one and charge you more for the service that they should be supplying in the first place 

Brianjean