I had seven years of relative bliss with my BT broadband. After lots of persuasion and the offer of significant discounts I agreed to switch my broadband, landline and TV (previously Sky) at the end of December. Since then we have barely had two consecutive days without the broadband failing. We've had two different routers: the original BT one which i was assured would work just fine and then a replacement EE version which has never worked for more than a few hours without failing. The internet will just randomly cut out and then may, at some point, switch back on. Or not, as is the case right now. I have spent hours on the phone to various EE support staff, had an EE engineer visit (which basically involved a guy plugging in a different router, connecting a few wifi discs (which most of us can do in our sleep) and leaving despite us insisting there was an underlying problem and that it would fail within hours. It did.) Last week, when it failed again we were offered 'the earliest available engineer appointment' which was the following Tuesday. Then it became Wednesday. And then no one came at all. Just didn't bother turning up despite us waiting around for six hours in expectation. Instead we were sent an email saying everything was fixed. How, exactly? All along EE had been insisting the issue was between the road and our router so how they could claim to have fixed anything without attending the property is extraordinary. And of course we still have the same flashing pink light on the router that we've been complaining about for nearly two months, ever since we were switched to EE.
As of today, because they didn't bother turning up for the scheduled engineer appointments, we have been told we have to join the back of the queue and won't see anyone (if at all, let's be honest, based on evidence to date) for a week!!! We're just expected to sit here and suck it up. I've paid two months of bills and had probably three days when the internet hasn't failed. Every day I switch off, switch on , (doesn't work) factory reset (doesn't work), switch router (no difference), switch on again on average ten times. The signal will eventually just decide entirely randomly to come back on then we sit, nervously, staring at the blue light wondering whether it will fail again in the middle of a work meeting or an important phone call or while we're trying to relax in front of the sodding telly. And it will fail. It's the only thing we can rely on.
As you can probably tell, I am taking 'disgruntled' to previously unexplored depths. If I could gather up all the kit and dump it on someone at EE's desk and walk off to to find another supplier I would do so in a heartbeat. I'll be exploring that option with Ofcom.
The level of incompetence is mind-blowing. As if it wasn't bad enough that somehow, in transitioning us from BT to EE's backend they have completely screwed up what used to be a solid, reliable broadband service, they can't even be bothered to try and resolve it. We live in a rural area where mobile signal is patchy so rely on broadband for so much. Our alarm system is screwed, our doorbell, we can't work and our extremely unwell parents have no idea if they will be able to contact us when they need to.
I feel so horribly cheated. If I had even the slightest suspicion that EE would have sent us into so much anxiety and turmoil I would not have touched them with someone else's bargepole. I truly hope no one else experiences what we have and that our situation is unique. Although It's up to you to decide if you're prepared to take the chance of finding out.
