Router no show

JasonLFC · ‎10-06-2022

So today is my live date. Was advised my router would be delivered 2-3 days beforehand, when it was actually only posted on Tuesday, which I find poor considering the order was placed a couple of weeks ago.

I received a tracking number which shows it’s sitting in the National DC, now when I click ‘Update Delivery Options’ it states the post code does not match the one the sender entered, even though the correct postcode shows on my account, so I can only assume for whatever reason it’s marked RTS.

When I contacted EE earlier they could not figure out the issue with the post code and confirmed it matched on their system. They advised they can arrange for another router to be ordered tomorrow, as the options are greyed out today and I would receive it around Wednesday (not sure why next day delivery cannot be used?).

My partner and I both WFH full time so this isn’t great and don’t look forward to trying to hotspot for a few days.

I’ve also since received a bill after the phone call with EE which starts from today - how can this be deferred to my actual start date? I’m not paying for days where I don’t have service.

Can EE stores provide temporary mobile routers? Not a great start unfortunately!

Mustrum · ‎10-06-2022

Hi @JasonLFC sorry to hear your router did not turn up. Is this a new property or have you just changed providers?

Do you have another router, it may be possible to reconfigure it to work. Or you could check with CS if they would refund you if you popped to Currys to buy a router.

I doubt the local EE shop will be much help, but if your mobiles are EE, CS could give you extra data.

JasonLFC · ‎13-06-2022

Hi Mustrum,

Appreciate the reply/suggestions.

Just thought I'd provide an update on this. It isn't a new property so wasn't expecting any issues, although the router did arrive today and I got it up and running. Interestingly, as I was previously on BT FTTP, my broadband actually continued to work with the existing router, so thankfully didn't experience any downtime in the end. Just awaiting my data boost/xbox perks to come through next :).

Mustrum · ‎13-06-2022

@JasonLFC that is good news, glad the router arrived and you did not suffer loss of service.

The only difference these days between BT an EE is the passwords on the router and there is some reports/evidence that the BT one works on EE. However not sure how this works for support, and may just be part of a plan to rationalise internal support in future.