Being royally ripped off and gaslit by EE

[Tigs1965]

Hi. Hoping I am in the right place. I am stuck with what to do with EE. Over a year ago I joined EE using the 5G home broadband.

When i signed up I made it clear to them what I needed. We cannot have fibre here because the property owners will not allow it. The copper broadband speed is around 5 for DL and .08 for UL. It can get even lower. The only other option was 5G broadband. I told EE that I neede a router with an external ariel port and an ethernet port. 5G is patchy around here. The router arrived which was an EE 5G Mobile router. I was told that was my best option after it arrived, As time progressed the signal became erratic and I`d have to move it at least 6 times a day. Recently that has gotten worse and no matter where I put it the speeds are so I cannot even perform a speedcheck. Yes I did all the troubleshooting. I have spoken to EE on numerous occations about the speeds but each time I walk away stuffed with "Tech Talk" with no solution. Then it got to the point where my service was zero twice a day often for 6 hours total and just barely scraping a signal on other times. I called EE and explained my problem and mentioned that I thought I`d been given  the wrong router and aasked if I could swap. They said the only way I could do this was to upgrade early which will cost me £500. I asked them about leaving and ending my contract on the grounds that I had received the wrong router and I often had zero service. Often I cannoit even make phone calls because my Mob contract signal is so poor I have to route my phone calls through the EE router. I have been trying to call EE again and ask if I can escalate but my signal is so poor I cannot even get through to them. 

I cannot send any of my work via email using the service as it usually times out.

About the termination, EE said that I`d have to pay a severance for ending my contract. I protested and they said they`d run "Checks" on my service over the next week to detrmine if its their fault. I am doubtfull they are even doing these "checks" and I`m being fobbed off again. I pay the most for my internet in my street paying £59 PM. 

Oh yes I am disabled. I hate having to reveal this to anyone but it really does play a part in all this.

Sorry to moan. 

[Chris_B]

@Tigs1965  The router is using the same network connection as your phone so I’m not understanding why you have a problem with the phone and are using the router to make calls. And yet you have a problem with the router and its network connection.    Have you tried EEs network checker to see if there’s a local issue 

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

uses the check service status tab. 

[Northerner]

Hi @Tigs1965 

You admit 5G is patchy so an ariel won't help that much. If coverage is poor in your area then mobile broadband from EE may not be the solution.

Which router do you have.

Thanks 

[XRaySpeX]

@Tigs1965 : You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

You might be better off taking up fixed Home BB in area. It might be slow but it'll be more reliable & consistent, certainly enough for email.

[Tigs1965]

My phone is on another network. Its the Vodafone network. I cant blame them because the signal for all networks is bad in this area. Using a 4/5G router I can get a better signal IF the router is the correct one for the job. Originally I asked for a  home router with an external antenna because the 5G signal can also be patchy around here. I also asked for an LAN port. I received a portable mob router which was okay`ish to start with then after a while it began overheating and the signal dropped out twice a day for up to 3 hour a time during peak times. Yes I regularly use a network checker but have only experienced one problem there. You see If you dont have an internet connection even via the phone yr pretty well stuffed. You are cut off. There is no magical techy way out that I would know of. 

[Tigs1965]

I was using an antiquated ZTE router. I have borrowed a friends router which solved the problem without the need for an antenna. With the proper newer router (The one I originally asked for) There would have been no need for any of this. 

[Tigs1965]

Thankyou for that info. I was in contact with EE yesterday and thankfully got through to an experienced motivated CS rep. It was a relief to be listened to. She admitted that there had been made a mistake. My old contract was cancelled down and new one was set up. It was slightly cheaper too. I am waiting right now for the new router Smart 5G Hub 7 Plus and hopefully along with it a new sim. I had to pay £50 upront plus P&P. I have checked the specs for this router and it should be good for the job. 

Cheers

[KatheT]

That sounds really bad!
If you don't get a decent reply from EE on here....
Have you tried Martin Lewis? this is "meat and drink" to him. https://www.moneysavingexpert.com/utilities/ 

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.