Termination of service - one time switch

[Shezza82]

Hi, I've had multiple complaints with EE due to poor Internet quality. 

During the first complaint they made many errors and ended up crediting my account due to this. They wouldn't however upgrade me to fibre without me paying £5 a month more than I already am AND roping me into a new 2yr contract, even though they are at fault

The second complaint i was advised it was industry standard to let people move from their provider  without further charge as a one off if they are having difficulties.  I'm unable to find anything on line that confirms this

I don't want to be stuck with the service I've currently got but also don't want to move if I'm going to have to pay off the contract 

Before I raise a third complaint for incorrect information being provided, can someone please advise if there is any fact in this please?

[XRaySpeX]

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@Shezza82 wrote:

i was advised it was industry standard to let people move from their provider  without further charge as a one off if they are having difficulties.  ?

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You do not have a auto right to switch ISPs when you are having issues with your BB. You must let EE investigate the problems & try to fix them before they will consent to releasing you FoC.

[JimM11]

@Shezza82 Go here and get what you need.

Regulatory documents and codes of practice | EE

[Shezza82]

Thanks, but their solution was to tell me about this apparent service that would allow me to move to another provider (which i can't locate on line). They've investigated and said its due to wires which they won't be replacing (even though engineers said they couldn't find a fault)

They won't replace the cables and my Internet constantly drops, yet they want me to pay to upgrade and put me into another 2yr contract doesn't feel right

If its their lines that are dropping and they can't find a solution then surely they should upgrade, or release me so i can move accordingly?

[JimM11]

@Shezza82 The Infrastructure off the connection to your home is nothing to do with EE, they supply the service over a OR Openreach connected system, if OR Engineer is saying it is all fine, and you are still having an issue then you need to call EE CS and start the process all over again.... If you are on the newer EE System you can do the text HELP to 66033 and have the line connection tested all the way to your Hub.