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. 

[Andyregs]

Yeah, the problem is now, when you phone for support you hav to go through the diagnostics. However, the last three times it’s gone down has been when their support is closed. And i cant get through to them unless theres a current problem. Im honestly ready to ask to end my contract. 

[JimM11]

@Andyregs NO, with the system you have, from your mobile just send the text that is posted earlier. That start's of the help from EE side, they take the control and test backwards. If/When they find or diagnostics at there end, they call you, it is not the other way. Sit back and just be ready, But do it now, while they are there to respond to you.

[Andyregs]

How long does the tests run for as my issues are intermittent. Ive just managed to speak to someone (went via the billing team as i figured someone would answer me there), and hes sending me a new hub and extenders (i tried to explain that ive literally sat next to the hub when it went down but he insisted. So at least I’ll be able to cross another possibility off the list. 

[JimM11]

@Andyregs It's all in the background, when last used would say from 30 to 60 mins all in, depends what they do, what they find, which EE/BT guide get's assigned to call and speak, but as you have now went the other way and new Router/Extender are on the way to you, just start afresh plug it all in, set it up and see what happens.

[Andyregs]

Yeah thats the same system as used when you try to phone technical support. THe problem was that it went down at 11pm last night and its back up this morning. The last three engineers came because the diagnostic showed problems like this, but it has to be at the right time. 

[Peter_W]

Hey @Andyregs, the tests don't take too long at all, then depending on the outcome it would either prompt you down the path of an engineer appointment to check things at your end, or help put you in touch with a member of our team. 

If you've already spoken with someone now and they've managed to sort you a replacement I would stick with giving this a go first, but if you continue to struggle it can be a good alternative to try instead of calling up 😊

Peter

[Andyregs]

Yes I know. You have to go through it before you get to speak to a technical advisor on the phone. I’ve done it three times and had three engineers sent so far and it’s still going down. I was with bt since I first hd broadband and didn’t need to call once. I was moved to ee because we had no choice, and it’s been awful ever since. And that’s on top of them getting the billing wrong and charging me incorrectly as well. 

[AngPa]

Same issues here.  Since they've moved us to EE last Tuesday 19/11 we constantly lose connection. This is really bad and then it takes so long to reconnect. We never had issues with BT and suddenly everyday the broadband connection has issues ever since they moved us to EE

[Peter_W]

Good morning @AngPa, thanks for taking the time to let us know about how you've been getting on. 

Since making the switch over from BT have you got a new EE branded Hub, or are you still using your BT Hub?

Are you noticing any changes to the lights on the front of here when the connection is dropping out too?
Peter

[Andyregs]

If it helps, i was sent a new hub. I haven’t had any issues (touch wood) for a month now. Worth asking for a new one.