Re-contract to fix technical issue!

[imacken]

Ever since I was moved from BT to EE in April, I have had an issue with my ethernet connection.  It takes up to 45 seconds for the ethernet to actually connect with the internet after resuming from sleep.  My PC is permanently plugged into ethernet, but it happens with any device, so my hardware can be discounted.  Also, cables, ports, etc. have all been swapped/tested.

Over many years with various BT hubs and many at work, I have never seen this issue before.

So, I contacted EE and they sent me a new hub. That made no difference.  They sent out an engineer who could not fix the issue. He said it was an unacceptable delay in making the connection, and he recommended I wait till the new hub was available, contact EE and that would probably fix the issue.

The engineer visit was in August.

Today, I contacted EE as I saw that the new hub was available, and, to cut a long story short, was told that they would send out the new hub, but that I would have to re-contract!  I am 7 months into my existing one.

This I find totally unacceptable, that to resolve a technical issue, I have to re-contract.

Any advice on this would be appreciated.

[JimM11]

@imacken So you know, the EE Smarthub+ has the delay both on Wired and Wireless of a 20second connection delay, has always been there from day one and i joined about the same time as you, the New Pro version of the hub as yet have not seen anyone say anything about it, but you should reach out to those user's if you need answer to that specific question.

Re contract is what happens, moving from fttc to fttp myself, failed install 15th Oct and now rescheduled for 5th Nov but pushed out to 24months again, it is the same with virtually every ISP, seems to be the nature of the business, you are asking for new and that is part of the terms applied by EE.

Resuming from sleep really depends wholly on the software of the device, its more than likely 25 + the 20...

[imacken]

Thanks for that. 
However, in my case there is no delay on wi-fi connection on same software/hardware. Purely on Ethernet. 
As I said, I have never seen this issue before - on many BT hubs at home and various at work. 

[JimM11]

@imacken It's up to you, if you do not want to believe that it happens with the EE Smarthub+ then don't

I have not seen it on any other piece of equipment before this specific router either, does not happen on my asus, tp-link, switches etc.

[imacken]

Not sure what you are suggesting. It’s not a case of not ‘believing’, I’m just saying what the facts are, and that is that I have instant wi-fi connection and a delayed Ethernet one. I can’t speak for anyone else!

[Mustrum]

@imacken  Depending on your circumstances, you could be getting a good deal.

Are you on the 1.6Gb service, and/or are you being charged an extra £10 for the new router?

If on the 1.6Gb, then it should be free, and lots of examples of people having it sent.

Or if your speeds are less and you are not getting charged for it, many would consider you very lucky!

If you are being charged the £10/m, I guess they have to get their extra costs back somehow.

[imacken]

I’m not being charged for it and I’m on 1Gb speed. All 3 extenders have to be replaced as well. 

The point of this thread was about the re-contracting when it was EE who suggested the new router would probably be a solution to the day-one Ethernet issue from 6 months ago. 

I don’t see why I should have to re-contract to solve a technical issue. Just a bit annoying.