Unlimited data is very limited and staff is unhelpful

[R2Bs]

I had 4G wifi device for over 2 years now. With unlimited data to which allegedly, on the point of sale 50 devices could be connected to. So a rather powerful router.

Suddenly this month it stops working. Calling Ee on Thursday, waiting for about 30 mins - no issues, Calling yesterday, and after waiting, speaking, waiting again, nearly 1.5hrs this time, it turns out I reached my ‘fair usage limit’ whatever that means (I know it means a lot to EE, but from where I am standing, there’s nothing fair about it).

It turns out that, and listen to this: whereas you have a simple iPhone with an unlimited data, or a 4G wifi router, the data is capped at exactly the same limit - 600gb.

Now. Ok, fair enough. I use a lot of data, as I should, it’s ‘unlimited’ after all. What during those 2 days of screeching over the phone your staff failed to do, is actually look at what happened, or explain how is that possible that suddenly my data for both, my phone sim and 4G wifi devise suddenly, magically and on the same month went from average usage and never being capped to being capped on both? Ok, I can check what’s happening with data usage on my phone, but how, I pray I do so on the device which is basically an A5 size box with 7 tiny light dots on it? 

During Covid my data usage was twice as heavy as it is now, and not once did I run into such issue. Where is my 4G data in the 21st ct is going, to the Hubble telescope? I might as well get myself a sim compatible with EE 4G router, and top it is as I go, rather than be capped and NOT BE ABLE TO TOP UP for the next 5 days. This is beyond ridiculous, to be cut off and not be able to, even with additional money, add data. 

Another question - now the priority for the data is for those who use the same mobile tower in my vicinity.  I live in London’s Westend with tens of thousands of passers by on my road every day, who get the data priority, now I am capped. So this nearest tower has 2 proverbial breasts and data ‘breast’feeds 100 kids, instead of intended 1-2. Would I be better off in the middle of nowhere, with 3 neighbours 2km away and sharing 1 tower with 20 people? 

Please do not patronise me by advising to call your technical team. Your team is useless if they can’t do anything to remove such caps even with additional money being offered to EE, because ‘unlimited’ data cap is done automatically by your servers. Due to your ‘fair usage’ policy whatever that means. 

[Northerner]

Hi @R2Bs 

Limits and sanctions all in EE terms and conditions which you agree to abide by when using EE service. I suggest you read them and reflect on the content of your post and approach to CS.

https://ee.co.uk/help/help-new/terms-and-conditions

If your intention is to have 50 devices (I think EE maximum is 10) then you would be better off with fixed broadband.

As for your second question. No not necessarily. Capacity is greater in urban built up areas. 

Thanks 

[R2Bs]

Aww thank you!

I am reflecting on your ‘terms’  by happily leaving while piggybacking on the restaurant’s next door wifi. I am sure there’s no love lost. Just don’t forget to read your own personal contract terms and conditions - from your fridge to toaster, and remember your own advise in years to come. Especially if some surgery in the NHS (or privately for that matter) goes wrong- you did sign the consent form after all, agreeing that should anything go wrong and you were to loose the wrong kidney, you signed up for it willingly. 

[Chris_B]

@R2Bs   You are made aware of any issues that could happen before you have surgery.  
 Not reading any instructions manual for home appliances and using them incorrectly it’s down to you not to the manufacturer.    Not reading or understanding EEs T&Cs is down to you.  

[Schockwave]

@R2Bs , if you want to use a lot of data, you could always switch to a business account, not sure why you wrote to not forget to read the terms and conditions  of fridge and toaster and to remember your own advise in years to come, also about surgery etc.

Just for your information, when you go into hospital for surgery, or even before going, when doctors advise you to have an operation, you are warned that things can go wrong too.

Are you a person, who has had the wrong kidney taken out, by any chance? If so, I am sorry to hear that.

[R2Bs]

Just went to the EE store, showed the message sent by the Northerner, and was told by the staff that the Northerner is basically speaking out of his or her backside. The router is working with UNLIMITED data (fair user policy applies to this device if taken abroad to the EU), and btw - the router connects up to 64 devices (as stated on the EE, Argos etc) websites. 

For future surgeries - good luck with your wishful thinking

[Northerner]

Hi @R2Bs 

Thanks for the rude reply. 

UNLIMITED PLANS
50GB fair use policy applies outside UK. Personal, non-commercial use only. If you regularly tether 12 or more
devices, we will consider this non-personal use and have the right to move you to a more suitable plan. We will
consider usage above 600GB/month to be non-personal use and have the right to apply traffic management
controls to deprioritise your mobile traffic during busy periods or to move you to a business plan. You can gift
up to 100GB. Data usage on an unlimited plan will decrement from giftable allowance. Any data boost allowance
will be added to the giftable allowance.

This seems to be in line with what EE CS told you. 

I also hope you're using a VPN on an open restaurant WiFi network, if not good luck and let's hope they're no harvesting your personal data. 

Yes I always read the T&C of any financial contract I sign, and ask questions if I'm uncertain about any element. Any yes I did read and ask my Consultant/Doctor questions to understand the risk when I had an operation. 

Thanks again. 

[XRaySpeX]

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@R2Bs wrote:

was told by the staff that the Northerner is basically speaking out of his or her backside. The router is working with UNLIMITED data (fair user policy applies to this device if taken abroad to the EU)

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The same may be said about the store staff you spoke to. The FUP applies not only in EU but UK equally.

The mobile router may v. well be capable of physically handling 64 devices but the unlimited data  FUP regards more than 11 as non-personal use & that you should switch to a business plan. In other words you may handle 64 devices but only use it with a limited data SIM.

[Leanne_T]

Hi there @R2Bs 

Thanks for coming here. 

You can find full information in our Unlimited Plans, Help page. 

The legal bit section does state 'Uncapped and Unlimited data - If you're outside the UK you'll be subject to the data fair use policy cap (given in your roaming plan).

Personal, non-commercial use only. If you regularly tether 12 or more devices, we will consider this non-personal use and have the right to move you to a more suitable plan. We will consider usage above 600GB/month to be non-personal use and have the right to apply traffic management controls to deprioritise your mobile traffic during busy periods or to move you to a business plan'

Leanne.