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]

@Brimahd As you have posted with little information regarding anything apart from BT want rid off you now, all i can say is that EE fttc was fine, upgrade to fttp was fine, and have had no issues what so ever apart from start bad connection OR fixed, and the latest FW that EE pushed to the Smarthub+ was bad as some off my OWN equipment did not like and still does not but have managed to work around it and get back to a semi stable condition. Things happen and work around/repairs do need to be done. HTH

FTTC was 40/10 split and FTTP is FF 500.

[XRaySpeX]

@Brimahd : Which EE BB plan are you on including its speed? What EE router & WiFi extenders do you have (read label or post a pix)?

[Regm]

I resolved my problem by insisting on the return of my BT Smarthub 2. This
has completely fixed the problems caused by the newer EE hubs. I’m still on
the EE contract but with the reliable BT “old” kit.

EE in denial about the flawed technology.

[MannT]

We have been experiencing similar problems since a forced transfer to EE from BT in December 2024 (we’re not in a full fibre area so told a transfer was our only option).  

To be fair the broadband has been ok and if it drops out it’s usually during late evening/night. Our main issue is that we have no access to our online account and therefore the hub controls/bills. I raised the issues via complaints and didn’t get very far so I took it to the telecommunications ombudsman. BT/EE have acknowledge the ongoing issues since the merge and I have received a credit that is equivalent to 3 months of chargers and released from my contract so that I can go elsewhere without penalty but nothing has been resolved with regards to accessing the APP or controlling my broadband.  When we have a problem, I can’t reset anything via the APP - just have to turn everything off at the mains and wait.  Disappointed as we’ve been with BT for years but will look elsewhere when full fibre is available in our area. 

[MannT]

We have been experiencing similar problems since a forced transfer to EE from BT in December 2024 (we’re not in a full fibre area so told a transfer was our only option).  

To be fair the broadband has been ok and if it drops out it’s usually during late evening/night. Our main issue is that we have no access to our online account and therefore the hub controls/bills. I raised the issues via complaints and didn’t get very far so I took it to the telecommunications ombudsman. BT/EE have acknowledge the ongoing issues since the merge and I have received a credit that is equivalent to 3 months of chargers and released from my contract so that I can go elsewhere without penalty but nothing has been resolved with regards to accessing the APP or controlling my broadband.  When we have a problem, I can’t reset anything via the APP - just have to turn everything off at the mains and wait.  Disappointed as we’ve been with BT for years but will look elsewhere when full fibre is available in our area. 

[Brimahd]

I have a smart hub 2

all was working before switching,  my fire stick shown below says, connected to Wi-Fi,  Not connected to internet when it loses connection 

[Brimahd]

Thanks unfortunately it hasn’t resolved mine. 

[AngPa]

Thank you for taking the time to reply. This is a really late response but to answer- I havn't got a new EE branded Hub to this date. I am still using the BT Hub. Connection started behaving weird lately with low speeds and disconnections- and the lights on the front is still blue when the connection is dropping out. It might be a router problem.

[XRaySpeX]

@AngPa : What is the name of the EE BB plan are you on including its speed? 

[JimM11]

@AngPa If you where to think back, would you say that all this kind off started around early April time!