Smart Wifi Pro range is awful - BT/EE refusing to pay for ONT Move

[dliskevich]

Been having issues with connection and speeds upstairs since I moved into a new home, started with BT 500mb FTTP with a Smart Wifi Discs, got upsold to an EE Wifi Pro  500mb and told it would solve all my problems

But it hasn't. I live in an old terraced home, where the ONT has just been put on the front corner of the house, the router has awful range and my Smart Wifi Pro Disc upstairs neither keeps a consistent connection or gets remotely the speed I'm paying for. I get a max of 70mb upstairs, and the disc always has an orange light.

I've called them so many times explaining the issue and they keep refusing to do anything useful, and keep offering new discs which won't do anything

Had one advise finally say they'd credit me £130 to cover the ONT move charge, when she called back later to confirm said I had to get an engineer visit first to confirm there wasn't another way to help me.

Played their game - engineer came and agreed with everything I'd been saying, even put down "ONT Move Suggested" as part of his notes.  He said the disc upstairs was getting around 15mb when he measured

When I called back today, they're acting like there's been no notes left whatsoever that they would cover it, tried to get me to pay it or offered me another disc, which won't help.

I brought up their Smart Wifi Pro Guarantee  (100mb in every corner of the house) and the advisor said "I can't even see you've got Smart Wifi Pro on your account" - They're lying to me at every single turn. So even won't give me the £100 credit in this scenario, that would at least cover most of the cost.

Has anyone ever managed to get something like this accomplished? THey're treating me with utter disdain and don't care remotely about my experience as a customer or their own obligations

[Northerner]

Hi @dliskevich 

You can complain here:

https://ee.co.uk/help/contact-ee/complaint

Thanks 

[JimM11]

@dliskevich Have you tried yourself moving the EE Router to a better and more central location, it can be the issue that router is in wrong place? 

[dliskevich]

@JimM11 I can't feasibly do that my self, as I'd have to have the ethernet cable running under my living room door, which doesn't have enough clearance underneath it, so I'd have to have the door open permanently and would likely have a bit of a tripping hazard in my hallway 

That's why I'm asking them to move the ONT , to a central location that actually makes sense to have the router

[Schockwave]

@dliskevich ,I am not sure that EE can request that and it would not be free either, I believe. Have you had extenders for upstairs, so that you can get good internet?

[JimM11]

@dliskevich Understand and also moving the Router is also just like moving the ONT, but far easier to relocate a router with Ethernet cable than to move the ONT to a central position with a FAR more delicate fibre optic cable that has to be re-positioned. 

Have you tried to re-locate the position off the Smart Wireless extender, floors, walls, doors etc all block and weaken the strength of the Router, you may find that Powerline with wi-fi would be sufficient, but if you have the hang-up that paying for 500 and want / need to get 500 it may not work out for you, the laws off physics with wireless wi-fi are hard, what else advice wise did the Engineer suggest to you?

[dliskevich]

@JimM11 I understand that's easier - but They haven't offered to do that either by helping with cabling/drilling, and it makes no sense I as a customer would need to privately get that done in such a way that it doesn't obstruct any doors as they have a Full Wifi Pro guarantee of 100mb in each part of the house - they aren't meeting that obligation in any way.

For the record - I'm in no way saying I'm demanding 500 upstairs - I'm expecting at least 100 however based on their guarantee - 60mb when paying for 500 is just not reasonable.

The only place I can reposition the Smart wireless extender would be again , through a doorway, leaving it in a narrow hallway 

I also don't see , when paying for their Smart Wifi Pro, that i should need powerline adapters, which come with their own limitations anyway

The engineer advised - there was nothing to be done to get better connection/speed in that room , without the ONT or router moving to a more central location 

@Schockwave Yes i have Smart Wifi Pro extender upstairs - that's the issue, it can't reach the main router to maintain good connectivity or speed

[JimM11]

@dliskevich If you login to your account, what does it say you have, or do you have any e-mails that backup you have the wi-fi 7 package with all the bells and whistles that go with it, you already posted EE do not see it there end?

[dliskevich]

@JimM11 My Bill has the Smart Hub Pro + Smart Wifi Pro charge on it. My main package displayed on the site is "Essentials: Full Fibre 500" - but the Pro addons are only on my bill, not visible clearly on my account when I log in

[JimM11]

@dliskevich Link below from the help. With you being billed for them yes i would say it all applies per the document have a read see for yourself, but and this just WHY does EE not see it on the account side of things, they should know exactly what you have and entitled too, the account side may be the issue for getting that fixed, but the Moving off the ONT is going to be a separate issue to deal with, either paying for it or trying to get a FREE move of that device.

ee-smart-hub-pro-and-smart-wifi-pro-t-and-cs-september-2024.pdf