So many problems since changing from BT to EE. Am I able to cancel contract?

[Andyregs]

I had broadband with bt for years and never once had a problem. Never had to call for support. I had my contract moved to EE and it’s been constant problems. The broadband keep dropping to a crawl and after numerous calls and two engineers I’m no better off. They are going to send another engineer out but I don’t expect and success. Are you able to cancel your contract because I’m not getting the service I’ve laid for and it’s getting frustrating as I reply on it so much. 

[Mustrum]

@Andyregs   you would need to give any supplier sufficient time and access to resolve any faults before they would consider releasing you from your contract.

But given this is your first post and you have given no clues to the issue you have I suspect you will have let them go through a few more steps yet. Besides, EE use the same equipment and lines as BT, so who else would you go with?

[Andyregs]

I have hd 5-6 support phone calls and I’m about to have an engineer come out for the third time? I haven’t posted here before because I rang ee instead. It doesn’t mean I haven’t attempted numerous times to fix the issue. 

[JimM11]

@Andyregs Here is the link from help that you need to read. Hope that it helps.

Understanding your broadband complaint | Customer Care | EE

[carlito000]

Is the EE broadband fibre? Were you on BT fibre previously or older non-fibre broadband? What speed are you supposed to be getting?

[Andyregs]

No just normal broadband for both. I just had my account moved over to ee. Should be getting at least 38-40 mgps which isn’t great as it is. When it drops it goes down to anything between less than 1 and 7. The website says it’s a broadband guarantee and if you can’t get the promised speeds after 30 days of reporting it then you could be able to leave the contract. I’ve had this issue for months. But the problem is that I don’t k is that they haven’t actually fixed the problem until it starts dropping again. By then They have closed the ticket. 

[JimM11]

@Andyregs Post up what router you have?

[Mustrum]

@Andyregs   It WOULD BE WORTH A READ OF THE STICKY AT THE TOP OF THE PAGE FROM @XRaySpeX  

https://community.ee.co.uk/t5/Broadband-Landline/Need-Help-with-Your-Home-Broadband-Speed-or-Connect... 

The more info you can provide, the more Help you can get.

Problems that last for months need "managing" and unfortunatley for you it does require some effort from you.

But get that Complaints for filled in, as that will help get some focus on your problem. Consider using Google or your choice of search engine and look up the EE CEO and drop him an email if yu are not getting answers from CS.

HTH

[Andyregs]

Like I said we have gone through a lot of checks with them remotely (where they can see the speeds im getting) and with internal and external engineers. Im not sure what i can do that they couldnt or cant. And to be honest, i dont pay good money to spend months ‘managing’ a poor service that was perfectly fine for years until they changed it. 

[Andyregs]

It’s just the EE smart hub. Last year I had the BT hub and it was fine for years. Ive had a look on here, and it seems that there are a lot of people who have experienced a drastic change in quality once they were swapped over to ee. So it must be a known issue, but Im struggling to find any answers to what their solution is.