I was mis-sold a contract at a much higher price!

[Bevan3]

Last September I switched to EE One - Full Fibre 900 and Full Works mobile plan.

1) I actually never received a copy of the contract. All I have from back then is a 'screenshare' email from when I took the contract out.

2) My online account never incorporated the Fibre onto it - it only ever displayed my mobile phone bill with the correct £20 discount applied mobile side.

3) Anytime I tried to login or view anything Broadband related - the EE website errors and cannot be loaded.

4) Furthermore, I only just checked my bank invoices. the fibre contract I had agreed to was starting at £37.99. Instead, it started it £47.99. This charge was completely 100% hidden from me by EE - I never received a written copy of the contract by either post or email, and my EE account never worked.

5) Additionally - my router never worked properly (Smart hub 6). 5g signal is broken and highly unreliable, dropping to 100-200 mbit speed onto the 2.4g signal instead. I simply used a Cat 6 cable to my main PC instead.

6) Only just set up a second PC with wireless only - this is how everything was now discovered. Intel AX210 module with 10 dBi antennaes. Sometimes, rarely, I get 800+ mbit ... but it drops to 100-200 very often.

7) I  type my DNS into my URL bar on multiple devices and browsers - entering the password stuck on infinite loading. And yes, it actually shows 2.4g wifi signal most of the time.

😎 If I force my AX210 to only pick up 5G signal, it regularly stops connecting altogether.

Dodgy router also stopped my plan details being added to my EE account, and bricks all EE broadband related website features. According to AI - ' this indicates a total failure of the TR-069 / CWMP (CPE WAN Management Protocol) client daemon and internal configuration database (UCI/NVRAM abstraction layer).'

This fully allowed EE to mask overcharging me, and hiding my contract details and actual £10pm higher price they were charging me.

The only thing your useless customer support staff would ever do is 'test the line' - 'everything is fine from our end'.

Emails have been written up and sent - no phonecalls permitted. I am posting this here for public awareness only. I do not require nor invite any input from any EE 'customer service' staff members, though I'm sure they will try to gloss things over as they always do.

[Schockwave]

Hello @Bevan3 ,

Welcome to the community,

Have you ever checked your junk/spam folder? The email for the broadband may have gone in there.

There is no email to customer service, you would need to ring them.

You need to raise this with customer service by speaking to them or writing to them by slow mail if ringing them is not an option for you, not sure why phone calls are not permitted, as that is the only way to get anywhere.

If you are having problems with your router, you could text 66033 with the subject GUIDE and someone will contact you from EE.

Did you register your broadband with the account number starting with GB…..?