New customer

[BigLee1]

Hi, just signed up to EE for tv and broadband, I genuinely didn’t realise customer service could be this bad! I thought sky weren’t great, but EE is horrendous. So far, they have sent my contract to wrong email, they have delivered wrong equipment, sent a engineer who didn’t want to be here, broadband speed is nothing like it should be, extra tv box not delivered, extra broadband box not delivered, have been on the phone for 1hr 17mins, passed around from department to department, all giving me contradictory advice, eventually told to ring back tomorrow!! Raised a complaint only to be emailed “it’s been resolved” several hours later!!!  Absolute joke, couldn’t be any worse if they tried! 

[XRaySpeX]

@BigLee1 : What is the name of the EE BB plan are you on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

[BigLee1]

What you've ordered
Your package
Installation type
Equipment
Broadband
TV
Fibre 36 Essentials
Big Sport
EE Guide visit
Smart Hub Plus
TV Box Pro
Smart WiFi Plus Device
Sent from my iPhone

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

• For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs. Also post the Home > Status page.
• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

Full router stats are key to any speed & connection issues.

2. Try a speedtest, preferably wired using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

[JimM11]

@BigLee1 From the Help above, your friend for the EE time period! Going to leave it as the main link for you, Useful text's are HELP PHONE and GUIDE but there are a few more should you ever need them! 

Contact Us | Help & Support | EE

[BigLee1]

Thank you for the message, but the instructions you gave I do not understand any of it! is this not what the engineer should sort out who set the system up?
Sent from my iPhone

[XRaySpeX]

It's something you could do to help explain & hopefully improve your slow BB speeds, but it's purely up to you.

[JimM11]

@BigLee1 Did you ask and pay for an EE Engineer installation service, it's not the norm to have that from any ISP as most are send Equipment and the customer self installs it all! Not part of your Essentials package for sure!

[BigLee1]

No, surely it’s up to EE, they are not delivering on what they sold me! I’m not technically minded at all, and this is totally stressing me out!
Sent from my iPhone

[XRaySpeX]

How are you to prove to EE that they are not delivering on what they sold you w/out the data I asked for?