Failure to meet contractual obligations

[Naumy]

Ok guys, I have a 5G modem, the service levels in and around the Kings Lynn area are appalling and this has been the situation for the past 12 months. I worked away from home all last year until March 24th I have a small business account, and I am now working solely from home. This lack of service has now come to a head and I have pursued exiting the contract, however, they are insisting I pay £346.00 for the remainder of said contract.  thoughts and feedback are most welcome.

[Naumy]

The service in Kings Lynn is shocking! I lose connection several times a day. I am looking to exit the contract without penalty, however, they are demanding £346.00 to exit. Thus on their failure to fulfil their contractual obligations Small claims court so be it!!...

[Northerner]

Hi @Naumy 

Have you checked your service here:

https://ee.co.uk/help/service-status

If you receive a signal and a service then EE are fulfilling their obligation. No guarantees are made on speeds.

You can try complaining or settle up as per your contract. 

https://ee.co.uk/contact-ee/complaint

Thanks 

[Chris_B · Accepted solution]

@Naumy  Are you saying the service when not working from home has been ok ?  I’m just trying to work out if it’s just this one location (your home) because you say you worked away from home for 12 months up until late march.   The router will always fall back to 4G if needs be and your not paying for a 5G service you’re paying for a connection.    You might just need an external antenna or perhaps a different location for the cellular router in your home.  

[bristolian]

Can you expand on the specific issues you're having? Lack of coverage? Poor data when coverage shown? Or something else?

T&C's cover variable service and offer no geographical guarantees, thus lack of service in any given location is not - of itself - grounds for termination.

In addition to specifying your issues, you need to have given EE ample opportunity to investigate them.

[Naumy]

I tolerated it because I was away from home, and could always rely on my SKY 4G.  3 to 4 disconnections a day when carrying out business activities is not acceptable. Just to be clear I  am talking about disconnections! Incidentally, the application was sold to me as 5G from the shop where I signed the small business contract. But not to worry liberation is Only 11 months away, EE will never see another penny from my account, in the end the customer is King!!......

[bristolian]

What do you class as disconnections?

Is the device completely losing mobile service? If so - do other EE devices do the same?

Is it dropping from 5G to 4G? That's perfectly normal if so.

Is the onward WiFi having issues while the incoming mobile proceeds?

Plenty of troubleshooting could be done, if that's your motivation for posting.

[Naumy]

It's a 5G modem. Yes, it drops the connection several times a day. It should never have been sold to me in the first place, As I asked in the Kings Lynn store about connectivity and reliability. No problem was the reply.   Now your techs are telling me this application is not suitable for indoor use in the PE30 4GY postcode area and I should calibrate my modem down to 4G. Fortunately, I have a Sky 4G mobile contract that never lets me down. My  issue is, Why should I pay for a service I am not getting?

[Naumy]

Ah!!.. the silence, no more flippant remarks....

[Katie_B]

Hi @Naumy. 

If you wish to discuss your monthly payments please give us another call. 

Katie