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 Just sent you a PM.

[JimM11]

@Andyregs Do you have a mster socket that looks like the link below.

Broadband & Landline - The EE Community

[JimM11]

@Andyregs A quick and easy test would be to just put your BT router back on and see if your problems all go away.

[Andyregs]

I would have loved that option, but they make you send the old one back when you get a new one or they charge you. 

[Andyregs]

My internet keep dropping. I usually got 40mb/s and it keeps dropping to a crawl (between 1-7 mb/s). The support on the phone can see this as I’ve managed to speak to them when it was crawling. Ive had 3 engineers out now and nothing has improved. I have been with BT since i first had broadband, so years and multiples properties. I never had an issue until i swapped (or more accurately, i was swapped by them) to EE 6 months ago. 

[JimM11]

@Andyregs That's the problem, there is a period of 60 day's before the old equipment has to be returned, IF as you say you had absolutely no issues with your old BT Smarthub2 if that is what you had, then you could call EE CS and ask then to send you one. The routers are just not apples to apples.

[JimM11]

@Andyregs If you wish to have a look and see what is going on, can do this with you, but you do need to set some time aside if you want help.

It can take only one bad device that act's poorly on a wireless/ethernet to kill the system and give you a horrible feeling for it working, the only way is to switch off all devices, and go one by one at a time, just giving you a heads up in case that is your situation, if you need to complain to EE again and want to try a new router, then you would be better to do the same was as previous.

[Andyregs]

Im going to have to ring again. I didnt wait 60 days to return it as i assumed it wouldnt be a problem. I was happy to get a new hub at fist as my old one was years old. 

[Andyregs]

I may have to try something like this. But id have to wait until it went down to try it at a convenient time. It is just so hard to nail down. A few days ago, it went down and i rest the router, and it started working again. It went down last night, and i reset the router, and it went up for a few seconds before going back to a crawl. 

[JimM11]

@Andyregs Got it, just keep a note of what is happening, And switching the router on/off with your type of service is/can be really bad also, because the line will get slammed eventually if it keeps on seeing it, do not understand why EE are not monitoring it for you, you can text HELP to 66033 and they run diagnostics against the system. See the link below.

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