Shocking Customer Service

[Fedup500]

The customer service is shocking, noone can really be bothered to help and it all sounds a bit too much hard work. They only time they are quick and motivated is when they are selling a product or upgrading you but if there's a fault forget it. 

[Mod Edit - Title added]

[JimM11]

@Fedup500 Will be the smart router version, so lot older than 3 years, that one above was from 2021.....

[JimM11]

@Fedup500 This one?

Set up Smart Router on EE Part Fibre or copper broadband | Broadband Help | EE

[Fedup500]

Yer looks like that . 

It's the hub I received when I set up the broadband 3years ago .

Still no joy 

[JimM11]

@Fedup500 Having an old EE Smart Router, would think you may be on the old EE Service as well, looks like if EE did manage to check there end, and THINK that it is a Router issue and NOT a line fault then supplying a new EE Replacement Router is the way they are going, so unless there is a stock issue with older returns for your replacement or they just dropped the ball with it, you can only wait or call them back up again for any updates to when you are getting it sent or when it's expected to arrive. 

Do you happen to know what speed package you are on, just incase you have high speed and are G.Fast connected....

[XRaySpeX]

@JimM11 : The only real reason for supplying a white Smart Router is for G.Fast.

Perhaps the upgrade being spoke of is a switch to Full Fibre & the new router(s) being sent is a SH+. There wouldn't be a cooling-off period just for fixing a fault, but only for an out-of-contract upgrade.

@Fedup500 : What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

[JimM11]

@XRaySpeX The only one that stacks up to that is the BT Smart Hub 2, think that also has a G.Fast modem in it, but the EE version does not.... 3 Years is the curve for me, but know not much about that EE Smart Router. 

[Fedup500]

Thankyou. Yer that's the issue - 4 times in a week I've been told it will be ordered and then told it hasn't been ordered yet 😐 I'm guessing ee don't give copies of bee contracts these days or confirmation of order as I've had nothing.  

I can deal with it needing to be upgraded but the issue is the lack of support or knowledge 

Yes there's a cooling off period as it was an upgrade but they can't say for sure if that will fix the fault I originally contacted for - would be nice if the cooling off period started from when the hub was actually ordered 🙈

[Fedup500]

🤔 maybe it was an old system Wen they sent it too me then . I have only been with EE 3years and that's wat I was given when signing up to them 🤷 

Never had trouble until about a month ago Wen internet kept cutting in and out 

[JimM11]

@Fedup500 Your post is heading towards the thought that you are moving from an old copper fttc G.fast connection to possibly a new fttp Full Fibre, if you can see the link below and do if you can what is requested that will show, use the address checker and postcode for your home, wonder if you also do currently have a landline phone if you can say.....

@Fedup500 : What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.