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Ongoing WiFi problems after switch from BT Broadband

Keiffy1964
Visitor

About 5 weeks ago we switched from BT to EE for our Broadband and TV. Starting to regret that decision. We were sent a new router, a new TV box and 3 WiFi plus boxes. This is the same equipment we had with BT for many years. Over this period we hardly had any issues and I was always able to speak to someone if I wanted.  Oh how have things changed!!. We've been having ongoing problems and it is impossible to speak to anyone! When you phone them, you just get connected to a fault Bot and you end up in a loop. I've started to keep a record of the issues but generally the same problem. Over the last ten days, our WiFi has gone off during the night on six occasions. On the following mornings, nothing connects to the internet. The connection to the Ring doorbell, our thermostat, the TV, all our mobile devices, our work computers drops over the previous night. Weirdly, you don't realize initially because the router remains blue. The TV has an error IPC6023. Our phones advise that there's no Internet despite also stating that that we have an excellent signal. Unplugging the router and plugging it back in generally solves the issue but I shouldn't have to do this every other day! I've raised a complaint now but not holding my breathe. Starting to think that EE's equipment is substandard compared to BT.

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66 REPLIES 66
Peter_W
EE Community Support Team

Thanks @Mikemthornton, I really do hope that you can get to the bottom of this. 

I appreciate you've been struggling for quite a while with this though, so just as a point of reference here are the details of our complaints code of practice should you wish to escalate this. 

You take care,

Peter

WeeTara1
Investigator
Investigator

I’m exactly the same.  Full fibre 900 with BT working great until last Tuesday. No ethernet connection and wifi devices dropping off or lagging.  Keep calling them as I work from home so a good network is required and they keep sending out a new hub.  I was told to get a decent service I needed to upgrade with wifi connectoea and a hybrid box - higher cost.  I didn’t need those last week when I had service.

3 open reach engineers been out now and all say it is nothing to do with them as the speed is coming into the property fine.  I am getting no where with them.  But although I haven’t got a decent service they were quick enough to take money out with a new higher direct debit today!!  

I am really disgusted with them and I have had a mobile with ee for as long as I can remember but that is getting cancelled as soon as possible aswell. 

JimM11
Brilliant Contributor
Brilliant Contributor

@WeeTara1 You can put the BT Router back on!

Worked for me!


Sent from my iPhone

Tried that at the start but the whole saga started because one day the BT hub wasnt working.  When I called them I was told I needed wifi-discs, a hybrid box and a new router to fox my problem.  

Markm122
Explorer

I have been having the same issue. Random drop outs of the wifi during the day. Was told today that I had one of a faulty batch golf routers and that it would be addressed within the next 4 weeks. So terrible service but they are still going to take the £60 ppm for me to have terrible internet. Never had any issues with bt and starting to wish I never changed. EE have been shocking with trying to fix the issues and every time I ring I get told something different  they don’t seem to have a clue what’s going on or how to fix it. 
time for a change I think. 

StuTyrrell
Investigator
Investigator

This could be my story. Exactly!  I fell for the Kevin Bacon advert, which I have to say is total BS.

The BT products are way better with stronger WiFi and never gave any problems, but the EE stuff has been problematic from day one. Already had the router replaced once and it is still very flakey. Tied to this junk for two flippin years. Not happy. 

More than encouraged. As my contract was ending I was told I had to move across. :o(

That does not appear to be the case. Sadly

 

JimM11
Brilliant Contributor
Brilliant Contributor

@StuTyrrell What does not appear to be the case? What is your specific requirement from the BB Package?