4G mobile broadband keeps dropping out, 500+ days left on contract, but no 4G

[Maddington]

We work and study from home, and are dependent on 4g mobile broadband.  Was assured that it would be more than sufficient for us, however, we keep dropping out.  Just filling this form now had the internet dropping.  

Tried to phone EE, but they put the phone down on us.  We still have more than 500 days left on the contract.  We also have 2 mobile phones with them, which we would be ok to keep, but the mobile broadband is not working, we were accommodating past storm damage, etc. etc. but over the past 3 weeks it is getting increasingly worse.  

What are our options.  Can we keep our mobile phone contract and have relief from the mobile broadband in order to get starlink, as we don't see any other options due to it being a rural area where we live? 

We feel that EE is not fulfilling their promises made at the point of sale, as we simply don't have sufficient broadband, we only use 2 laptops, 2 tablets, we have 3 security cameras, we hardly ever watch TV, and we don't use more than 5 devices at the same time, with that being the 3 security cameras.  Can you please advise our bet course of action to get this resolved?

[Chris_B]

@Maddington  do you have a problem with the mobile phones and the signal with them ? 

[Maddington]

We don't have great mobile phone service, but the mobile broadband is unusable.  And any attempts in communicating with EE on the phone is near impossible.

Just now on hold for the second time today after being cut off from the call for the 3rd time since the weekend.  Said there is a 30 minute wait... 

[Maddington]

@Chris_B   would you please help us to escalate this to a level 2 support, which was what we were told we need to go to on Saturday after our service was reset.  We gave it more than 48 hours now.  It keeps dropping out... it is impossible to work from home like this.  It is not the mobile broadband we were assured we would get, and we feel we have been missold, and that  it is a breach of contract on behalf of  EE.  We are paying for a service which is very unreliable and non-existent at times.  If it was not possible to provide us with reliable mobile broadband, then we should have been advised of that.  

[Maddington]

@Chris_B   we noticed when logging in on the account it advertise an upgrade.... is this a ploy to push us into an upgrade by providing us with a poor service?

[Ali_A]

Hi @Maddington 

When you called Customer Service, did the technical team let you know the direction of your nearest or best transmitter mast? This is helpful for when you try repositioning the router within the home to find an optimal location to pick up the best signal. 

You'd want the router to be on by the wall or window towards the mast. 

Ali 

[Chris_B · Accepted solution]

@Maddington  Have you tried relocating the router?   The router has to receive the cellular connection but if your home is causing an issue in its current location you try moving it to see if it’s better.    EE can not force a cellular signal to penetrate further in to your home, buildings block signals 

[bristolian]

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@Maddington wrote:

@Chris_B   we noticed when logging in on the account it advertise an upgrade.... is this a ploy to push us into an upgrade by providing us with a poor service?

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That's just standard online marketing, there's nothing conspiratorial or malicious about it.

A mobile router & mobile phone use the exact same network signal, so if service on one isn't great, it would naturally follow with the other.