OMG, sounds like the exact experience which I have had today. I rarely complain but have had to today. I have an old thick walled listed house and decided to upgrade from standard broadband to Full Fibre 1GB for £60 pcm - previously having had BT wifi.
Initially when sold the idea of EE's capabilities I highlighted I needed booster dishes as I have 2 in the house already with BT - safe to say none came. I also requested the 700mb guarantee, which is clearly a guarantee if you are standing next to the router. As soon as I move 5 metres away it drops off to less than 100mbs. I too went through the whole process of factory reset, with no success. Our old BT discs do not work either yet we have hooked up even older Google Nests which do work (a bit).....I am hopeful it will get better over the weekend, however currently I have half the speed with full fibre than I did before in my office, yet the router is less than half the distance away now? For a company styling themselves on being the superior provider of broadband the performance is initially woeful. I also requested that they do not turn off my current wifi till the new one is up and running - failed on that front too.
I called IT who said all looks fine there end and was then passed to sales to discuss the discs. The conversation was laughable. I was informed that i had been missold my package about additional discs and that i should have read the T&Cs. He also tried to claim that each contract is bespoke to each individual, they must have a very impressive legal department to conjure up those in 30 seconds. He also refused to book me an engineer to come to the house because 'my ticket was still open. He refused to put me through to the complaints department, refused to put me through to his boss BUT did ask that I send back my old discs. I assume they will not go back on the 2 week cooling off period that they promised.
Having been an EE customer for 30 years on my mobile and a BT customer for 12, I do find the situation they have created for me as very very poor. Customer service doesn't exist.
