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. 

[JimM11]

@Andyregs There is a label on it is it the SH31B but will post a link for the routers so you can look and compare. SH31B is the EE Smarthub+ version.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

[Andyregs]

Its a smart hub+

[JimM11]

@Andyregs Do you wish to spend a little time having a look see at the router to help and will try to assist if anything pops out, you have the better idea as to what has been going on longer term, will watch for your reply!

[Topfrog99]

Similar experience. Years of (almost) trouble free service from BT. unreliable internet since switching to full fibre EE. Customer service lacking. Very upset, wish I'd gone somewhere else.

[Christopher_G]

Hi @Topfrog99 

Welcome to the community.

Could you give us a little more information about what the problem is with your internet service? We'll do our best to help you.

Chris

[Topfrog99]

Hi

just not getting reliable speeds. Call EE, I don't always get the promised
call back. When I do I spend an hour switching things on and off, and this
improves matters for a bit- I get speeds of over 100MBPS.

But it always goes back down to 5-40 mbps in the evening when we use TV.
This means we get buffering or thrown off what we're watching.

My wife works from home and online meetings are also difficult.

I am really fed up with EE, I asked on the chat this week about
compensation as I'm not getting the speeds but the operator just didn't
answer me.

All I want is a reliable internet service, and not to have to waste hours
trying to get it to work.

Any help would be appreciated!

******* ******

[Mod edit: Please do not post your full name. Thanks!]

[Andyregs]

I had an engineer come around at the weekend. Of course it was working at the time. He couldnt understand why they hadnt tried a new hub since it only started occurring when i switched from BT to EE. I need to leave it alone for a bit now as he said he’d done a few things that the person on the phone said they did remotely but he said sometimes they didnt do it properly. If it goes down again, I’ll just ask for another hub and go from there. 

[Andyregs]

Ive obviously had a look around since, as i expect you have due to finding this, and it does seem that it’s a common issue. 

[Andyregs]

My maximum speed is about 40 currently. Id love that to stay steady to be honest. 

[Andyregs]

I had an engineer out for the third time this week. I just have to wait and see if it goes down again. He couldn’t understand why they hadn’t offered a new hub as they had tried internal and external engineers so far and its the only thing that has changed since the change over.