Hi everyone,
Just wanted to share my experience and hopefully get some advice or help from EE.
I recently upgraded my router from the EE Smart Hub Plus to the Smart Hub Pro, staying on the same broadband speed. Since day one, I’ve had nothing but issues — random disconnections, poor signal strength, and my Smart WiFi Pro won’t even connect to the main hub.
So I called customer service (literally the next day after receiving the box) to cancel the upgrade and go back to my old package. I was told I couldn’t do this, even though I was still within my 14-day cooling-off period.
Instead, the rep offered me a free tablet as a goodwill gesture to make up for the £10/month increase — sounded like an early Christmas present, so I agreed. But then I got an email saying the tablet came with a 24-month data plan, meaning extra charges!
So now instead of saving money, I’ve ended up paying more, my broadband contract has been reset with a new start date, and I’ve lost the 5 months I’d already completed on my previous plan. The rep told me there wouldn’t be any extra cost, but clearly that wasn’t true.
I’ve raised a complaint, but I’m really disappointed with how this has been handled. I just wanted to:
Go back to my old broadband package and price
Cancel the tablet/data plan I didn’t knowingly agree to
Get my original contract term reinstated
Has anyone else had a similar experience or any advice on how to get this sorted quickly?
