Upgrade to a worse service

[Newotre]

I upgraded a few days ago, plugged in the new modem and the new WiFi extender, and then had to reset all my devices — only for everything to start disconnecting. I contacted EE and was told to press the reset button, as if I hadn’t already tried that, but fine, I played along. Same issue: devices, including my cameras, keep going offline.

I called again and was told the problem might be due to older devices not being compatible with the new modem settings. Still not resolved. I was then told to download the app, but the app has never worked and still doesn’t work.

At this point, I want to cancel the new contract. Please arrange to collect the new modem and equipment, and allow me to return to my previous modem, which is boxed and ready to be sent back.

[XRaySpeX · Accepted solution]

@Newotre : This user discussion forum can have no access to your specific account & accordingly does not arrange collection of kit. You need to raise this with CS.

To cancel your EE BB & Home Phone either:

• If you no longer want any BB at your location, you phone EE on the Freephone no. (Opt 1) in my sig. and give 30 days notice OR
  If you want to migrate your BB to another ISP you apply to them directly & they'll take care of everything bar your final EE bill, using the One Touch Switch (OTS) process. This will auto cancel your contract with EE.

Either way you will be liable for Early Termination Fees.

Is it just the WiFi & your devices that are at issue or is the BB as a whole down>

[JimM11]

@Newotre Depending on what you had before your upgrade and also what the upgraded service involved, it may not be possible for you to return to the previous service or the previous equipment that you were using.