07-05-2024 06:47 PM - edited 07-05-2024 06:52 PM
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.
08-10-2024 02:20 PM
@Varaderoxlv It is the device that makes the decision as to were it goes, not the router.
08-10-2024 02:45 PM
Thanks for that. Well the camera kept going onto 5Ghz which it doesn't work on. As soon as I switched the 5Ghz off on the router or turned the EE mesh extender of, which forced the camera back to 2.4Ghz it started working again. Since I've replaced my EE mesh extender with an older Netgear extender with separate channels it has worked perfectly and I have remote access back. I did try refitting the EE mesh extender and I almost immediately went back to the same problem once the IP camera switched from the router to the WiFi EE mesh expander. It was a strange problem which is now resolved. I thought the problem was worth highlighting as it may be of help to someone else. The camera worked flawlessly for over a year with the BT WiFi mesh and started having a problem immediately after changing to EE. EE stated that they don't guarantee that their equipment works with everything they just supply the internet, which works ok
08-10-2024 03:25 PM
@Varaderoxlv That's correct, i have an asus laptop that gets confused sometimes, will jump onto the 2.4ghz band, and at least i have some control over it driver wise, but it still gets stupid, and now it sometimes goes, no internet, it is an older device but not that old, the remedy is just disconnect and reconnect, might not see it for months, the newer EE routers are following the AX standard and some manufacturers are enforcing that aggressively, not allowing the split of the bands so you have even lesser control, so you have got to find the work around and you did, now you can just put the EE mesh somewhere else if it helps, if not then try to downgrade the package if you can and have router only and take care of sorting out the wi-fi were you need it.
05-11-2024 03:56 PM
Literally could have written the same for me. BT customer for 20+ years, no issues. Now the EE kit is inferior and doesn't connect to a number of devices. Even the engineer couldn't sort. 5ghz kit can't detect 2.4ghz. Spent £500 on EERO kit. Nothing from Customer service. Will change as soon as I can to alternative provider.
05-11-2024 07:16 PM
@Mikemthornton : Which EE BB plan are you on including its speed? What EE router do you have?
05-11-2024 07:40 PM
06-11-2024 04:01 PM
Hi there @Mikemthornton, welcome to the EE Community.
What sort of speeds are you supposed to receive with your connection, and do you notice any differences between WiFi and using an Ethernet?
Also is your Broadband connected via an Openreach branded modem plugged into the wall, or a traditional telephone socket?
Peter
06-11-2024 04:24 PM
07-11-2024 02:29 PM
Thanks @Mikemthornton, something definitely doesn't sound right with that.
I use Sonos myself so I can imagine how frustrating it must be if this doesn't work reliably.
I'm confident we can get to the bottom of things though, so I'd definitely recommend getting back in touch with our team and they can take another look.
Peter
07-11-2024 02:33 PM