05-12-2023 01:01 PM
Hi,
I purchased the EE 5g Smart Hub as I live in a remote part of the UK (Cotswolds) and was advised by the sales person at EE that this would be my best option as other provider would run through the phone line and be very slow. My EE 5G Smart Hub is in use for my garden office for my business as I work mainly from home. It is simply not reliable. The tower shows all the correct icons and colour but the signal drops my webex/teams/zooms calls/mobile calls all the time. My clients, prospects and peers always struggle to hear me. After calling EE a few times, it is not really improving. I keep being told we have reset the box, try it again but it is ver business unfriendly to say the least and reliability is close to 000.
I have now been obliged to purchase a BT home broadband through phone line. It is slow speed for uploads / downloads but it is reliable compared to the EE 5G Smart Hub.
Is anyone else having a similar experience with the EE 5G Smart Hub? Any advice or guidance would be welcome as EE support 1) the waiting time is very long for a company of this caliber and 2) they are not able to provide a suitable outcome so far.
30-08-2024 06:39 PM
Hi JM
There's also some issue with sims that they're not clear about. Apparently a voice sim can't be upgraded to a data sim, not sure if this is just something to do with accounts rather than the physical network.
I was told I couldn't upgrade a voice sim (Even though when I bought it two years ago I asked for a data only sim) to a data sim. The whole thing is opaque. The original "Voice sim" did work in a DLink router for a long time but then the router stopped finding the 5g or 4g network and I wasn't sure whether I should by a new router or not.
I'm using mine in the office instead of a landline, we're web developers so use traffic across a lot of different ports and require a decent upload speed this just drops to unusable speeds and is extremely unstable. I get better service tethering to my iPhone.
What's really annoying is that you can't get one to try it out so now I'm stuck with a piece of junk I'll never use and paying for the privilege.
What adds to the frustration is that people on the phone say different things to the people in store is, the store a refusing to give me a refund until I get a note or that it's not working even though somebody on 150 told me to go and get rid of it.
Why phone networks white label / build their own kit is totally beyond me, just offer something from a decent manufacturer as most people really don't care for having phone network branding in their office or house.
Rant over 😅
Cheers Dan
01-09-2024 09:23 PM
@danharper83 : Generally a phone SIM gives more data than a data SIM, £ for £.
22-09-2024 11:00 PM
I spent months trying to tell EE that the router was rubbish. I got different answers every time I spent about 1 hour on the call. their answer in the end was all they could offer me was to leave - so I did.
that's what I would do if you have anything from bt/ee they are uaela
I had more tech knowledge than level 2 support !
so I do advise anyone - do not use EE for data over their router
21-01-2025 01:36 PM
I had the same experience. Tech support were no help at all, gave different answers and even internally agreed with themselves that the mast I was connecting to I was not !!
each call took a hour or so with no resolution. The Askey Hh20 hub is useless. I have watched it go from full signal (by numbers not bars) and I know which mast and cell I connect to. Which they dont ! It changes randomly, because when it jumps to crap 4g I can change it back to 5G - kind of defeats the purpose"auto" !!
anyway was offered leave with no penalty, when I find a ISP that tells the truth I will move.