5G Broadband issues after moving from BT

[Des0707]

EE been absolutely shocking since integrating with BT. 5g broadband now intermittently dropping. 5g over the air to phone now flakey.

Spent over 2.5 hours on calls with them , best one being a “tech” who told me he could do things others can’t as he’s “a gamer”. Router still so bad I can’t make calls when connected to it. Meanwhile, one of the team has changed my 5g router plan to be 24 month sim only!!!!!

 I asked to make a complaint, they opened it and closed it without speaking to me. I am wasting my time calling them, handed of in circles with no one actually resolving anything.

DO NOT DO BUSINESS WITH EE NOW THEY HAVE BROUGHT THEMSELVES DOWN TO BTs LEVELS.

[Cazhp]

I've had the exact same problems Des. 

Had my mobile since they were Orange, been with BT for 45+ years, no problems with either until last April, my BT contract was due for renewal, big price increase, speed dropped from 76/78mbps to 62/61mbps.My land line was also cut off.

Around and around in circles a new router turned up an engineer was to call to install, no engineer, fitted it myself only then I saw EE's details, still with BT and thought nothing as with companies merged. Next thing my phone line was dead  three days on still chasing around and was only then told the home phone was now to be plugged into the router not the wall, no digns of the engineer either.

Could not get onto BT to see my bills, again had the run around so I the final staw was them telling me my bills had not been paid and my service would be cancelled, I hit the roof...can't get through to anyone with sense unt I cancelled my Direct Debit and wait for them to send me a debt letter or cut my service.

It wasnot until the August I was told BT "migrated" me to EE without any notice, as my direct debit for BT was under my maiden  name and mobile direct debit under my maiden name they did not connect them which is what I've tried to do o  the EE app.

For everyone's information so when you get "Migrated without notice", if your contract with BT is due for renewal you are thrown over to EE who look after, that's a laugh, the residential side and BT are looking after the business...not even their engineer was aware of it...this is a disgusting way of doing business and both BT and EE should be ashamed, in this last year my home services have gone up twice £11 a month last April  and another £3 in August.  

Outreach now looks after the lines so, there is no longer any reason to say with BT/EE cheaper internet/home phone packages out there.   SHAME ON YOU BT AND EE

[Peter_W]

Hi @Des0707.

Welcome to the EE Community, I've just split your post into its own thread and moved it to our mobile broadband board so we can be sure you get the most relevant help here. 

As this runs on 5G, then the quality of your connection would be influenced by the signal available in the area; have you had a chance to look at our network status checker to see if there's anything happening in the area that could be impacting the connection. 

Also when it comes to your complaint, how was it you raised this? 
Was it opened at the start of the call and then closed once you finished speaking with us, or did you submit this online via our complaints webform?
Peter

[Des0707]

Hi Peter,

Ironically your network status checker says it isn't working at present. The service has been intermittent / non existent for far too long for it to be a network issue, unless you guys are happy with degraded networks being in place for weeks on end?

The original Tech Agent got me to try the SIM in a phone rather than the router, it worked fine, so the router looks to be the issue. He was supposed to call me back the next day, but didn't. I called again after two days and got the next Tech Agent the one who liked to tell me  "I'm a gamer so I can do things others don't know about" Technical Help Agent (btw I'm a former IT Leader and would not want that behaviour in any of my former teams). He did some stuff in the background to do with frequency and it appeared to improve the situation. I then received a text questionnaire to rate his performance, very tricky to do that without assessing performance over a longer period perhaps? The router's performance has returned to intermittent and doesn't provide enough stability/bandwidth to maintain a phonecall (VOIP).

At this point I asked to make a complaint as I was told that I now had a 24 month SIM only deal in place therefore the faulty router could not be replaced. I ask you, why would I sign up for 24 months SIM only if my router was flakey? A few days ago I received a text to tell me my complaint was closed, no explanation, no call, just closed. I suspect some one is under pressure to close complaints tickets?

So here I am. Router working intermittently, but not well enough to support VOIP. I now have 18 months left on a SIM only deal at the same/similar price as a new 5Grouter deal. My complaint is closed. Your network checker isn't working and I have to call you guys all the time, no one calls me. I pay you for this!

Pretty poor don't you think?

Des

[Peter_W]

Thanks for taking the time to explain all of that @Des0707.

If a network issue is being reported in the area then this would potentially explain the intermittence of the issue, but if there's still a marked improvement when using your SIM in a phone, it would suggest something isn't quite right with the device too.

Whilst we would recommend to customers to transfer over to a SIM Only once the plan for their device comes to an end, this shouldn't ever be something that happens without your prior agreement.

Especially considering it's a fixed term SIM Only that you've supposedly been moved to as well. 

With complaints, if a form of resolution is offered on the call then this will often be closed, but we can update this and reopen it at any point within the following 28 days.

My recommendation here would be to flag this directly with our dedicated complaints team, as they'll be able to help get this reopened for you and ensure we look over the whole experience you've had. 

You can also find more information on our full complaints process via our complaints code of practice.

Peter

[Des0707]

Hi Peter,

Do you know how many hours I have spent trying to resolve this already? Will filling in a form be a more productive use of my time? Perhaps someone at your end could track down all the calls I have made and promises broken by EE and then take ownership of the resolution?

Des

[Peter_W]

@Des0707 We don't have access too accounts via the Community to check this out directly, but the links I've shared above are specifically for our complaints team. 
They're our highest point of escalation so will definitely be the team best equipped to help you get this escalated.

Peter