EE are cheats

[ECR-teck]

I have been with PlusNet (third party provider for EE) for years on

• £5 monthly contract
• 5GB Data with Max 50 Mbps Internet speed
• Unlimited minutes and texts

last year they requested me to move to EE the main provider as they were closing the mobile section, so they offered me the same monthly contract.

• £6 monthly contract
• Stay Connected Data
• Gift Data to all the family
•  Max 100 Mbps Internet speed
• Unlimited minutes and texts

 With PlusNet everything was OK, normal speed 45 to 55 Mbps. Unfortunately, since my move to EE my speed dropped from 50 Mbps to 2Mbps on all 5 Sims, I have been contacting tech level 1 who passed me to level 2 tech since the beginning. We went nowhere no solution whatsoever they keep on saying do so and so and so and so but after all that I still have the same issue. I've been telling them my bandwidth has a Cap on it, and they said there is no cap,

I am going to add a test result from all the way back from January 2024

so, on the 7th of June 2024 I spoke to Callum who told me the tower nearest to me has only 7 Mbps capacity which means I have up to 7 Mbps download speed only (which means it will affect everyone in my location), this didn’t make sense to me. He then said take your mobile and go to different locations and do speed test, I’m back on 11th June e-mail me the results and we will discuss about it.

I did the speed test on two separate handsets and I noticed that Callum removed the Cap from my handset but not the other 4 handsets, for all to understand I’m adding the test results

So, you can see clearly that Callum removed the Cap from my hand set, I emailed the results to Callum but he disappeared and I called the tech team and he took me back to the beginning and it started all-over again. They are clearly braking their own terms & conditions or so-called policy.  

Today is Wednesday and no one contacted me by E-mail or phone.

[Northerner]

Hi @ECR-teck 

You can complain here: 

https://ee.co.uk/contact-ee/complaint

Thanks 

[ECR-teck]

I tried contacting Callum but couldn’t may be because he saw the E-mail and the attached test results.

To let you all know EE limited my data again from 14th of June 2024. Callum advised me to Leave EE and try another network. That’s why he removed the Cap to let me see that it works everywhere else except where I live, but he didn’t know I was going to use my other partners handset. I think that’s why he didn’t call me nor answered my email. The only way I’m gong to leave EE is when they refund me form the day I joined EE. Too much talk here is the result, ignore the Wi-Fi test and all the tests are out of my local area except todays one.   

 

[Katie_B]

Good afternoon @ECR-teck. 

Thanks for coming here. 

When was the last time you spoke with our technical care team regarding your speed test results?

What was advised on your last call?

Katie

[ECR-teck]

I called on 12th June 2024 to find out why Callum did not call me, and I explained to the tech that on 7th of June 2024 I spoke to Callum (check the 1st post), Callum said that he will be back on 11th of June 2024 as he is taking a day off, and I said to him that I will send you the test results and time to call me on 11th of June, so he can contact me to discuss the problem further.

the tech replied that I should be receiving a call home Callum I just need to wait.

I did not receive a call or e-mail from Callum.

[Leanne_T]

Hi there @ECR-teck 

I am very sorry to hear you have not received the call back from Callum. 

If you give us another call on 150 our tech guides can get the account looked into and help you further. 

Or, you can raise a complaint using the link @Northerner has provided and one of the complaints team will be in touch. 

Leanne.

[ECR-teck]

I called yesterday 28th June 2024 and once again a new tech 2 Connor started to make me do the same mumbo-jumbo, I asked him to look at the test results I did for Callum it will give you an idea of what’s happening, at first, he was helpful but after seeing the results he requested for some time to look for the fault, after 15min he came back with some lame excuse, like my area been like this for 7 months (the exact time I joined EE) and your area has a lots of deferent networks which makes your internet slow sometime, even if we find the fault it will take up to 2 years to solve it, he added it will be better for me to go to a deferent provider. I said this is fraud and if you want me to leave EE I want a full refund. He then said I will pass you to my supervisor, the phone was playing music for about 25min no one answered, so I ended the call.

EE provided me with the lowest speed ever. My kids are complaining about bus app not lauding as it used to whin we were with PlusNet.

I am very disappointed with EE, and they call themselves the best network in UK. The worst network in UK in my opinion.

Terms and condition for customer is a must to fallow. But not for EE, they can break the rules and their promises as they wish.

My monthly contract.

• £6 monthly contract
• Stay Connected Data
• Gift Data to all the family
•  Max 100 Mbps Internet speed
• Unlimited minutes and texts

They do not want me to have this as it is very low priced for a contract from EE network, because their cheapest plans are:

Now this is the reason they are doing all what they can to annoy me so I get fed up and upgrade or leave EE, I am not going to leave unless they refund me for the 7 months or fix the issue and apologies.

[Chris_B]

@ECR-teck   So you want a refund because the speed on the cellular connection is slow in your area,   Is it ok when not in your area ?  EE can not make it faster in one location and make your location slower.     You need to let’s say a good ten miles away with all devices to test.  
    Don’t forget the contract is more than just a network speed you also and I can guarantee this, you made calls and texts.  So why would EE refund when you have also used the other allowances of that contract over the last 7 months.     Just to add the images you’ve posted above is what you can get online it’s not necessary what you can get,  I’ve got a sim  only deal on my account it’s only £8 and this has 100 meg network speed unlimited calls unlimited texts.  It only came with 1 Gb of data but I was offered an increase to 5Gb and all still only for £8.   So don’t go saying are are trying to force you off such a cheap tariff with what they offered to me what I currently have as a sim only on my account.       Before this sim only it was a 10Gb for £12 at 100Meg network speed sim only.   So that kind of proves you wrong and you need to stop with the conspiracy theory that you’ve got going on as it’s simply not true.    

If they didn’t want you to have such a cheap target to switch over they wouldn’t have offered to you  in the first place.   

[ECR-teck]

Don’t be silly Chris_B stay on what I posted not what you are imagining.

I would request you to carefully read through my post and look at the test results in the post, and understand that I was not offered a contract, all my 5 sims were moved from a third party to EE, then if you understand what happened and is happening you can reply, otherwise stay out of it.

Thank You

[ECR-teck]

My monthly contract with EE was agreed.

• £6 monthly contract
• Stay Connected Data
• Gift Data to all the family
• 5GB Max 100 Mbps Internet speed
• Unlimited minutes and texts

My max speed is up to 7Mbps from the start.