whenever I go to upgrade my broadband I get an error

[ninjatiger26]

hello,

ive tried talking to support they just tell me to call sales to hear their deals. ive logged a complaint that no one replies to.

I got an email upgrade broadband early for great deals. but whenever I go via the email, or upgrade through myEE etc all I get is

Sorry, something went wrong on our end

We’re working to fix this. Please try again later.

been like this for months now and no one seems to have a clue or care - any ideas?

thanks 🙂

[ninjatiger26]

Hi the complaint was submitted online a month ago. Almost 1.5 now. Chased many times and nothing. Talking to chat and being fed total rubbish that this isn’t a technical issue just call sales. 

with all due respect I appreciate I can contact the sales team on the phone. But I’d rather look at my options. Have a think and decide what I will do. However, if EE can’t even manage their own systems or deal with a basic issue rather ignore me do I want to give them my business?

I won’t be upgrading now. When renewal for broadband is up I’ll take mobile and that elsewhere. 

[robh661]

I’ve got a year left, and then I will look into switching away from EE, as compared to BT as people are saying it’s a very poor service.

Because I’ve had YouFibre knocking on my front door a few times, and their baseline speed for my area is something like 2gb with a top speed of 8gb.

The last time I did try and do an upgrade to wi - fi 7, the guide actually convinced me it would be a waste of £10 a month as the devices I had were only wi - fi 6, and wouldn’t get the speed increase.

[ninjatiger26]

I’d just go buy a router outright. Far better than anything we or other provider will give you. 

back to the main issue. I love how we support/ community give a half reply on here but never follow through on this issue. It’s like EE dirty secret. 

I need to find another network I can get my free Apple Music on and I’m gone. That’s on a monthly roller. The internet will wait for a year. Overpriced and under supported. 

[ninjatiger26]

so they ignored this again I see

[Peter_W]

Good morning @ninjatiger26.

Have you still not had any updates on the complaint that you raised, or have you spoken with anyone since your last update here?

Whilst we don't have access to accounts via these forums, I definitely want to make sure that we're doing all we can to support you with this.
Peter

[robh661]

They will do. Because they don’t want people to upgrade for a cheaper price. 
For example the 1.6gb service for £69.99 based on the tv ad. 
I’m getting 900mb / 110mb which is the same speed as my old BT broadband, but I’m also paying £30+ for the slower speed. 

[ninjatiger26]

nope not a word I had one call from the complaints team, but they called while I was at work all attempts to get through were useless.

I think ill just give up ride it out until its renewal and move to another isp

[Peter_W]

@ninjatiger26 Normally with a complaint we'll try a few attempt to get in touch, so you should absolutely get an update. 

If any complaint is closed, we can reopen these at any point within 28 days, too.

Peter

[ninjatiger26]

im still waiting so not expecting much in all honesty. 

[Michael_D]

I would have expected you to have heard something by now @ninjatiger26.

The best thing I can suggest would be to speak to our customer services guides so they can check the complaint status to see what is happening, and if they need to, get it chased for you.

Michael