Rubbish Internet / lieing company

[johnboil]

Hi  guys I'm after some advice about my ee broadband account?

Basically a few weeks ago I swapped to EE broadband due to a EE advisor telling me I'm gonna get close to the 300mb package I'm gonna be paying for. Now! That the line is settled and my quit out period has finished I find out what the advisor told  me on the phone was a load of rubbish!!  

I now pay for 300mb (or 160mb is what I'm getting) just under half of what I was told!!  So now I'm left with slower Internet and more costly than before I swapped from talktalk!!  I 100% feel lied and cheated by EE sales!!  And I want out of the contract!!(without paying the leaving fee)  With the Cost of living crisis happenimg and EE staff are happy to lie to get customers in and it's not fair!! 

I literally pay more now for slower Internet so please can someone give me some real advice and not the crap I had off EE sales

Thanks in advance 

[Chris_B]

@johnboil If you look at your emails from EE about your BB you’ll have one that states your minimum guaranteed download speed.  You have to have this minimum guaranteed speed otherwise it’s a breach of contract.    

Because I have this email myself here’s the part you want to know about 

“If you're experiencing lower than your minimum guaranteed speed, please let us know on 0800 079 8586 and we'll do our best to fix any issues. If there's a fault we can't fix and you continue to receive a speed below your minimum guarantee, you have the right to leave your contract free of charge.”  

this email is titled 

Your new EE home broadband plan

you need to find that email to see what your minimum guaranteed speed is.  

[johnboil]

Hi Chris,   thanks for the reply

I've just gone through my emails and it clearly says min guaranteed is 300mb so I'm getting nowhere near what I'm supposed to as I've not seen it go higher than 165mb

[Christopher_G]

Welcome to the community, @johnboil.

If you're not experiencing the guaranteed speed, I would suggest calling the number that @Chris_B posted above.

Chris

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

[HarleyBlue]

Call them up and request a deadlock letter and then contact Ofcom with a complaint, go into full detail on the complaint from what you was told you was going to get in speeds and data usage amount. 

[XRaySpeX]

No, @HarleyBlue , not OFCOM, who don't consider individual complaints, but EE's ADR, The Ombudsman Service.

[s7eveyorkshire]

stop testing on wifi and / or on a laptop with a vpn or anti virus and also what speed test are you trying on ? i can guarantee you arent getting 160 true speed but like 160 over wifi with about 40 devices like most folk try you dont know how to test correctly

[Kenneth1981]

I'm the same I was with talk talk until a ee salesman came round and then I changed to ee after being told I would pay less and get faster broadband and after the cooling down period I'm barely able to connect to it without it going down and my games console keeps disconnecting from the Internet because the signal is apparently too weak and I did a signal test and I only get 145mb even though I'm meant to get 300

[bobpullen]

@Kenneth1981 - have you managed to connect a device using an Ethernet cable to run a speedtest as suggested by @XRaySpeX?

Alternatively, if you navigate to the Manage > Broadband section of the EE app, then you should be presented with an option to set up 'WiFi Controls'. Once configured, this allows you the ability to run a speedtest from the Internet to your hub i.e. excluding any part of your local network. It would be interesting to hear what the results from that are?

Regardless of your speeds, it doesn't sound right that your devices should stuggle to connect to the Internet/Wi-Fi at all. Are there any other devices on your network broadcasting a Wi-Fi signal? Third party Wi-Fi extenders etc?