Technical support is a JOKE

[mav359aaa]

So i tried asking a basic technical support question this orning and had to explain to the TECH SUPPORT GUY..... what an ISP is

YOU..... You are the ISP

The rest of the conversation was a joke, didnt know what an external IP was, didnt understand the concept of DNS and knew NOTHING about the router. Was promised a phone call back, never recieved it

So disapointing, if anyone reading this is thinking of getting EE broadband dont

Trying to cancel now

[XRaySpeX]

You did call the BB option on CS?

[mav359aaa]

i called tech support and was put through to the 5g broadband support, he had no idea about anything it was a disaster.

He had no idea about anything and wouldnt put me through to level 2, he said he'd call me back, he didnt.

NO ONE i can speak to knows anything about the product they are selling

[XRaySpeX]

Ah, you have mobile BB then? No wonder!

[Schockwave]

@mav359aaa , it is the mobile team, I believe you need to speak to, as it is mobile broadband and not fixed broadband.

Maybe you can write here your problem and someone can help you.

@EssexBoyEE  may be able to help, when he is around.

[mav359aaa]

tried tech one more time..... doesnt know what an external IP is, no idea what DNS is. i have just had to explain the concept of DDNS and spoken with a lady who got frustrated because she did't didnt know anything

I do not understand how anyone can be hired to work on a technical support desk for a broadband ISP provider and not know basic networking concepts and i have spoken with three people now all of them who know nothing about networking or even basic firewall settings

Just organizing cancelling it now

Awful experience

[Schockwave]

@mav359aaa , I have just added that @EssexBoyEE may be able to help, he has helped others, as I do not have mobile broadband would probably not be able to help.

[Chris_B]

@mav359aaa   And at no point have you asked your question on here?   You’ve only criticised and don’t actually seem to want help with your issue.  

 What’s the issue/problem/ask your question that’s the point of this forum to help each other not just criticise CS. 

[XRaySpeX]

Why not try us with your problem? At least we understand all your technical terms, even if EE's mobile CS doesn't.

[mav359aaa]

For so weird reason the account i set up and asked the question on was reset

The external IP of the router is not pingable from an external network. i have a DDNS account setup and a VM running an auto updating service that checks the external IP every 5minutes. From a external network i can can ping the DDNS adddress and it resolves the IP but i can get no reply even if i ping the external address directly
Port forwarding is setup correctly it resolves the address but i get nothing in reply. I have had no problem with this setup on a BT line and my ASUS router for the last 6 years, all i wanted was confirmation from EE that i should be able to get a reply when pinging one of their external ranges,

If EE are branching into mobile broadband or even landline based services then they should be able to support their equipment, instead i got "if you have internet then thats all we support" & i shouldnt have to explain to a technical support member what an ISP is and that in this case "you're the ISP". Spoke with 3 people today.

The sales satff could not have been more helpful and i spoke to a young lady who has cancelled it for me (former tech support), shes said "shes reading the tech staff notes and none of them make sense". again super helpful

I'm super frustrated because my terrible copper connection cant be upgraded and the speeds were great but there are certain features i need control over and if tech support is this bad at the start im not getting locked in with them if i needed their help down the line. I have already spoken with Three and they have been far more helpful