Poor internet signal and EE support- What are my rights?

[Littlesorn]

We live in a rural location and we took out a 2 year broadband deal with EE  in Sep 23. We were given a basic 5G router and we have had pretty unreliable service with download speeds varying from 2-50 Mbps depending on time of day and upload speeds of 0.5 Mbps. (We get 5G EE mobile signal at home) 
Typically signal drops out a lot roughly at the same times each day ~10:30  and 15:30. (Typically when you are on an important teams call!) 

We have had several calls with EE tech help desk and we were told to do a hard reboot as there  was nothing else they could do. They advised they couldn’t provide us with a better router or external aerial, and in not so many words, just have to live with the issue! 

Does anyone have any advice as to what we should do next? 
Cut and run or should EE be supporting us more ? 

thanks 

[bristolian]

4G & 5G networks operate across multiple frequency bands, so there are valid reasons why different devices may display coverage differently in the same location - depending which individual bands are available from any given site. If a site has less than ideal radio conditions/performance, then it would be highly unusual for one device to be repeatedly connecting to it and another not.

If one device is losing coverage entirely when next to another that's not - it does suggest a device fault. The 2way SIM-swap would be the good next step.

[Littlesorn]

Hi, we tried the sim swap and the internet speeds still drop and we still lose signal. 
We tried this in various locations around the house and in the garden (mobile router) still the same poor intermittent signal.

[Littlesorn]

Tonight we couldn’t get any connection to sky tv so we tried a speed test and it came back with 0.4 Mb then dropped to 0 mb. We then checked in the EE app to see if there was any faults recorded with EE. The app said the signal being received was good and there were no faults with the network. 

We are really disappointed with the inconsistency of the EE service and that they are saying they can’t do anything about it. We can’t stream anything and when we do the quality is awful (you can forget HD) , working from home is extremely taxing and become unattainable and we are stuck until august under contract  .

[Christopher_G]

Hi @Littlesorn 

Thanks for doing that SIM swap test. I can only suggest speaking with our technical support team about this to determine whether this is down to general coverage in your area and discuss your contract.

Chris