Same issue. Been with BT for 3 years. BT hub 2 started to lose connection more frequently. Occasionally had to reset hub. Now reset every few days. I live in a large house with thick walls. I currently have 4 old 2.5ghz extenders to cover the whole house. Old extenders with slow speed.
Decided to upgrade. Researched and decided on ee smart hub with WiFi 6 extenders. Got a Black Friday Deal. However ee would only send me 3 extenders maximum. As I required 4, I asked for just the hub, no extenders package and I instead spent £300 on 4 compatible WiFi 6 MESH extenders.
Got the confirmation email. Including EE smart hub WiFi 6.
A week later. 28 November, Chased up customer services to enquire where my new hub was.
I was told I don’t need one as my BT hub would work.
I strongly disagreed. I did need a new router because
1. my old BT one was dropping out with increased frequency.
2. My new contract included a new ee powerful and modern WiFi 6 hub.
ee responded telling me they were the same router in different casing.
I responded telling them, Not true. BT is old 2019 WiFi 5 tech. ee hub is new WiFi 6 tech. Not the same at all. Given I had purchased an expensive wifi 6 Mesh system. I wanted a WiFi 6 hub and not an outdated WiFi 5 hub. I specifically took out that contract for that specific reason.
I was put on hold whilst she spoke to a manager. Yeh that old blag. Then she came back and confirmed I would receive one in 5 days.
Today 12 days later, you won’t be shocked to learn No new ee hub. So when I called them, spent 31 minutes on the phone explaining all this again, I was told, there was no record of the conversation on the 28 November and no request for a new router. Fortunately I do have a record as I record all calls because from experience I don’t trust customer services. I find this usually motivates dishonest or incompetent companies in light of Ombudsman or small claims court applications to resolve or rectify their issues. I was further told I will not get an ee hub. If my Old BT hub need replacing it will be like for like. This is breach of contract. That simple. When I challenged this. The repeated response was she was sorry but she did not have any other available option. EE think saying they have no option is a legitimate grounds for a blatant refusal. I asked to speak to complaints. I was told she would record a complaint. She then tested my line and stated there was a problem. I asked what problem, she stated copper wire issue. My router worked fine for years, now it is dropping out. I don’t believe there is any other issue. She arranged for an engineer to come out next week. To do what, I asked. She said an expert would test my router. This is a diversion I think. I don't expect the engineer to make any difference. We will see. Then she informed me my complaint was resolved and I got an email confirming this. To be clear, the complaint is not resolved until I get the ee router, and explanation why after 3 phone calls with conflicting responses ee refuse to honour the contract.
So I have replied and asked for a letter of deadlock so I can send the evidence, correspondence and audio recordings to Ofcom.
Appalling customer services. Clearly others having the exact same issue. Of course if anyone from ee reading this feels anything I have publicly stated is false and defamatory. Please take legal action against me for Libel. You won’t of course because what I have said is true and accurate. I will persist with Ofcom. In the end it is clear cut and will cost ee. Do not allow companies to manipulate, lie and treat paying customers which such contempt, else they will continue use to behave in this unethical way.
