Faulty EE 5G WiFi 2 Device

[Lewis_B]

Hi, I’m having a really frustrating issue with my EE 5G WiFi 2 device. I’ve had it for about three months with no problems, but suddenly last night it started switching off the 2.4GHz band by itself. This makes the device pretty much unusable, since I can’t connect to it wirelessly — I have to plug it into a computer just to access the settings. I’ve tried re-enabling the 2.4GHz band, but it disables itself again immediately. I’ve also done a full factory reset, but that didn’t fix it.

I called EE support on 150, and they told me to take it into an EE store as I have had the device for over a month and so it can not be directly replaced... Why is this? If it is a software bug in which I believe it is, then it should be replaced! Unfortunately, that’s not an option for me due to my disability and lack of transport. I’m paying £44 a month for this service, and right now I’m not getting full use out of the product. Is there any way I can send the device in for repair or get help remotely? I’d really appreciate any support you can offer.

[Matt_124 · Accepted solution]

Advice can be found here on your repair options:

https://ee.co.uk/help/mobile/fix-problem/i-have-a-problem-with-my-device 

A device is only eligible for replacement in the first 30 days, the same rule for any device taken on contract from EE. They can try to repair it and if it cannot be repaired economically or feasibly, only then can it be replaced.

[Lewis_B]

Thank you for that response, makes so much more sense the EE guide never mentioned any of that, only that it could not be replaced and only a repair "if possible".