Not got what I was I sold

[Ianchapple13]

I have just moved over from Virgin Media and was sold broadband (1.6gb) & TV (big entertainment). I opted for 2 TV boxes (since I was told the second was free)  and was told I would have the 4g backup (hybrid connect) all that for £77 which I thought was excellent !

I was told over the phone the order confirmation will show 900mb broadband but don't worry its just because the bolt on for 1.6gb does not show, I had no reason not to believe them.

So a couple of days ago the equipment turns up and no second box or hybrid connect, I phoned to tell them and apparently its going to take them a week to listen back the call to see what I was told.

Service was installed today and its only the 900mb broadband...again I apparently have to wait a week for them to do anything.

Not impressed and not a good start to being with EE I was either straight up lied to on the phone or this is massive fail...either way I am really not happy

Ian

[Mustrum]

@Ianchapple13   how did you sign up and how does it compare with the advertised product costs? Hybrid Connect is an extra cost, as are a few other options. Dont know about the TV options.

As far as I know you cannot get Digital Voice or TV with the 1.6Gb package. Also the ONT for the 1.6Gb service has a 2,5Gb LAN port which is orange rather than yellow.

[Ianchapple13]

I signed up on the phone with a guide. Yeah I have the different ONT, the hub is connected at 2.5 according the status so it’s the right hardware.

i am not even that bothered about the hybrid connect if I’m honest, its  just the fact she sold it as a feature.

I am more worried about getting the 1.6gbps I was promised.

[Mustrum]

@Ianchapple13   so it seems you have 14 days to be happy with what has been provided, or reject it  or whatever the terms are. There is a complaints process which you van follow, happy to find it if you can't.

Alas no one on here has account access, so not able to know the details. But if it were me I would be calling Customer Service to get answers before it is too late.

[JimM11]

@Ianchapple13 The 1.6Gb/s package currently with EE does not support DV landline and EE TV, BOTH of these features are (pegged to be available and offered) but there was no timescale applied but Indicated to be by Feb 2025, so it is possible that you may just be in that cross point, if you are calling, then you need to establish the 900 to 1.6Gb/s TO YOU shortly when the fix is applied. The Forum as public and as @Mustrum points out, CS call is were you need to go and establish what/were and the features that are MORE/MOST important to you. Looking and reading i get the impression TV and Entertainment was at the forefront! 

[pcoventry8]

You would have been given a Guarantee and not a promise. That said I am surprised you were left with 1Gbps. my Engineer would not leave until I have done a speed test and he had done one on his equipment too. That should have been picked up and noticed.

1.6 is blistering fast but 1Gbps is still fast. I had a leased line before this and 6.5GB a second download is not to be sniffed at. I will admit that it's slow compared to 1.6Gbps. ( I saw 112MB/sec then and 201MB/sec now) 

As for the deal that's less than I pay just for the internet alone! 

I hope they sort it for you soon 🙂 

[XRaySpeX]

@pcoventry8 : How can 6.5 GBps (=52 Gbps) be slower than 1.6 Gbps?

[pcoventry8]

I meant 6.5GB a minute can be downloaded. Or 1GB in 6 seconds. That's what I was meant to say 🤣

[Ewan15]

@pcoventry8 As already stated the 1.6Gb/s package currently with EE does not support DV landline and EE TV.

Your EE sales person should have made this clear to you and informed you as a result you would be on 900mbps until the 1.6gbps package is able to support DV landline and EE TV.

Making misleading / false statements just has the effect of making customers feel conned. Being straightforward and honest with people will always get the best results.

As the conversation would have been recorded I would lodge a complaint and look for compensation by way of a resolution.

[Mustrum]

@Ewan15  what misleading/false information are you referring to?