EE Stockist

[lol5165]

Hi I get my EE broadband via Fast WiFi wales who are a stockist of EE There has been a problem with the local mast since Oct Fast  Internet wales are refusing to let me out of my contract unless I pay the remainder 2yrs despite not being able to get a service which EE don’t know when will be fixed I don’t know where  to go for advice. EE have been great re our mobile issues but fast Internet Wales are completely unreasonable 

any advice please 

[XRaySpeX]

You've contracted with Fast Internet Wales, not EE.

[Chris_B]

@lol5165  Have you read your contract ?  There should be something about lack of service.    While they might use the EE network any issue with lack of signal ends with them not EE.      

This is from the Fast WiFi wales website 

you need to say to them that the service you are paying for is not being honoured and they are in breach of contract for failing to provide the service that you are paying for.    

 That’s breach of contract by them and because of their breach of contract you can not be charged to terminate as they are failing to provide the service you are paying for and are not receiving.      

Perhaps requesting a deadlock might be the best option.   

[lol5165]

There T&Cs are all from the EE website 

[lol5165]

thanks 

I’m trying to make sense of them they have used EE’s I think 

I was thinking of a deadlock I think that maybe the next step as their communication is awful. 

[Chris_B]

@lol5165   There T£Cs are EEs T&Cs.  but EE isn’t your provider it’s Fast WiFi wales.   They are the ones you contact about issues and it’s them who you are paying for the service.   It’s them who should be addressing the issue you face even if they have to contact EE to get this resolved.   Deadlock without a doubt. 

[bristolian]

Fast WiFi appear to be a typical reseller, albeit one that - by the sounds of your case - are EE solus, or that EE are the only operator serving your location. Neither would be a huge surprise.

EE's T&Cs don't provide for any consequential loss, so I suspect Fast WiFi have no way of recovering any costs incurred should they allow you to cancel - although this is their issue not yours. Equally EE T&Cs don't provide for guaranteed service in any area, but if Fast WiFi are providing router equipment & installation at a specific location - this could alter the legal situation for their onward customers who are contracted to them directly.

They look like a small outfit, and thus not one whom are part of any ADR scheme. I can think of a few possible angles here, but you'd best be getting independent legal advice before settling on any tactic. An interesting case, and I wish you luck resolving it.