I am writing to raise a formal complaint regarding my broadband service, which has been unreliable and has left my family and me without internet on multiple occasions.
On 24th September 2025, my broadband stopped working. After performing all basic checks, I called the EE fault department at 4:09 pm. The representative attempted to resolve the issue remotely but was unsuccessful, and an engineer was booked for 25th September between 8–10 am.
On 25th September at 8:30 am, the engineer (Felice ***********) attended but was unable to resolve the fault and escalated it to another department. When I followed up at 8:47 am, your advisor could not see the engineer’s notes and instead ordered me a replacement Wi-Fi hub. Later that day, at 12:35 pm, another advisor told me the hub was not faulty, but instead booked a further engineer appointment for 26th September between 1–6 pm.
As of now, the issue remains unresolved, leaving me and my family without internet for several days.
This is not the first time I have experienced such problems. From 21st July to 28th July 2025, I had no broadband for an entire week. At that time, I was told compensation would be applied automatically to my bill, but I was still charged the full amount.
Even when the service is active, the Wi-Fi frequently drops out. This is extremely disruptive, particularly as I work from home and rely on a stable internet connection. Instead of focusing on resolving these recurring issues, customer service staff often attempt to sell me additional services, which I find inappropriate.
I am paying for Essentials: Full Fibre 500 (500 Mbps download, 73 Mbps upload), yet the service I receive does not reflect the standard advertised or contracted.
[Mod edit: Please do not post personal information on the public board. Thanks!]
