Broadband hub stopped working

[Aly55aP87]

Hi there. I also had a BT hub and switched to have the new EE hub and have the Internet in my name alongside my phone that I recently got on contract. A month ago my hub stopped working, there was no issues in my area and everything was paid up and on time or as close as I can. I the end as I was having connection problems I switched it off and began using my mobile hot-spot to connect our family xbox for TV and gaming time, as well as connecting my phone and my husband's computer to create his books. We are heavily dependent on a great quality service....and considering I have unlimited data o my new Samsung s24 ultra, (which i adore) the connection showed far more quality than the hub did since installing it. I cancelled direct debit and refuse to pay a month's broadband on a hub that was not switched on. I pay £84 a month for my phone and I am happy with that as it's also now covering my Internet. I am happy to return the hub back as its not the best in signal quality here and also I have had nothing but trouble connecting devices, especially multiple. As I homeschool our son also, we use the Internet a lot as a family for printing off educational resources for schooling and displays, also my autistic husband is an Author so he uses his computer a lot and needs access to Internet for that too in order to use tools such as chat AI. Me and my hubby also youtube creators and have 4 active channels on there at present and in the process of creating a new charity for our community to help others. Please am I ok to remain using the Internet off my phone and could you no longer request the last bill payment as I went a 1 month without Internet via the hub, so be damn im gonna pay £30 odd on top a moment. I need some guidance here beautiful people 🙏 😢

[Peter_W]

Hey there @Aly55aP87.

Thanks for reaching out to us here on the Community!

If you're experiencing issues with your Hub's connection, we would always recommend you try running a check using our Fault Checker. 

This will run tests on your line to see if we can rectify the issues, and then from there we can get you a call back from one of our Guides, or help arrange an engineer appointment if needs be too.

Whilst I'm glad to hear your mobile connection has been helping to keep you online in the meantime, it's still best to speak with us directly about the home connection too so we can review your options. 

Cancelling your direct debit isn't going to be the best way to get this resolved, and may lead to further issue down the line, so if you'd like to reach out to our team directly you can find all the details you need here:

Contact Us To Request Technical Support for Broadband and Landline | EE

Peter