Appalling service. No access to online account, buffering and freezing streaming

[Bewdley13]

I foolishly switched from BT to EE last week - the letter I received from BT announcing that Full Fibre was now available to me in my area made no mention of terminating my BT connection and moving to EE. EE wasn't even mentioned. I feel well and truly scammed. Still no access to my online account. Still buffering and freezing while streaming in the evening, rendering it unusable.. Yet I'm sitting here now, 7.40am, 05/03/2025, watching on iplayer with no problems whatsoever. I'm on EE Full Fibre 900, watching via a Firestick into the back of a 16 year old Panasonic plasma tv. I also had no issues, morning, noon, or night, when I was on BT Smart Hub with a far lower speed. 

Can anyone explain this? Why can't I stream in the evening? Why can't I access my online account to see how much I'm paying and what I'm paying for? I have less than a week to terminate the contract after the cooling off period. If I have to terminate I will go to the Ombudsman and the newspapers, as well as Watchdog. This lot need to be exposed. 

[Bewdley13]

 

Hi,

It's a Smart Hub SH32B

Cheers,

Dave

[Bewdley13]

@Minkey1  @JimM11 

Well, the engineer cancelled an hour and a half before he/she was supposed to visit.I now have 3 days before my cooling off notice expires.

My daughter and her partner are bringing their smart TV down this evening, and we're going to see if that has any issues with buffering like my Plasma tele and firestick appear to have. EE says that broadband Full Fibre 900 should work fine via the firestsick but then why was I able to stream the entire Liverpool match live on my laptop last night without any buffering or freezing at all while streaming via the Firestick/TV is unusable? And the laptop and TV are in the same room. 

I can only think that EE should be asking people what equipment they are using to stream TV before they sell these packages, but tbey don't. My system cannot cope with the Full Fibre 900 by the looks of it? 

[Minkey1]

@Bewdley13 

Well, you can bail out, and try elsewhere, or you can stick and push EE for a new engineer date pronto. I gave up on 150, and used ceoemaildotcom to grab BT/EE CEO emails. After  lengthy interventions from each product area, I’ve more or less got all my issues resolved. The main remaining aspect is the inability to access/manage our SIM accounts, but they’ve agreed to free paper billing meanwhile.

As I’ve said before, and exampled, there’s little point in comparing WiFi performance across different devices. I’d again suggest testing your 16yr old TV via a temporary Ethernet connection. assuming it has a socket. Our wireless network comprises a dozen + devices of various ages and across both 2.4 and 5.0 channels, and they’re all fine.

It’s no help, I know, but amongst all our BT>EE issues, SH+ router performance has been the one bright spot. Your contract undertakes a level of performance to the router - nothing beyond that point. There are too many variables. It’s the same with every ISP. 

Be interesting to hear how the DD’s TV works. If it’s fine, I’d retire that venerable plasma. It owes you nothing.

[Midnight_Voice]

@Bewdley13 @Minkey1 

Plasma TVs are know for spilling junk everywhere, so I won’t be in the least surprised if you get better results with the smart TV your daughter is bringing,

Do not allow the junk from a plasma TV anywhere near a YouView box.

And yes, somehow, the effect is much worse in the evening,

Doesn't explain why it was OK before though. Did you change the layout somehow?

[Bewdley13]

Sat here with my Panasonic Plasma and an LG smart TV. Plasma is freezing while the smart TV has no issues at all. 

It appears that I have solved my own issue, despite EE telling me that the Plasma / Firestick arrangement should work fine. 

BT / EE should ask people what equipment they are using when they sell these full fibre packages or issue some kind of warning. There may not be many still using old equipment but there will be some and obviously my TV simply can't cope with full fibre into a fire stick/Plasma. 

I'll go and buy a smart TV this morning. 

Thanks to everyone for their input. 

[JimM11]

@Bewdley13 Take it that you did the apples for apples time wise also, sure you said that the plasma TV only suffered delay etc in the evening time!

[Bewdley13]

Well, the crazy thing is, when my daughter came round last night, we put the tvs side by side. There was a tiny bit of 'acceptable' buffering on the plasma and none at all on the smart tele. All night, the plasma pretty much behaved itself, which was guaranteed to happen, really! Everything works fine when you don't want it to, if you know what I mean. I got up this morning and lo and behold, the plasma was freezing and buffering and the smart TV was still fine, no issues at all. 

[Suzyqtees]

How much are you paying out of interest. I’ve been having  similar problems and started off paying £68 for full tv and broadband. That has gone to 110 after 3 months without warning. Told them I was not informed but now and stuck in contract. My argument was they don’t keep their side of contract as I’m not getting the service. Another hour wasted on the phone again today 

[JimM11]

@Suzyqtees You should call EE CS and get onto accounts and billing, there is another posting with an inflated bill from today, just incase something weird is going on with the billing side.

[Minkey1]

@Suzyqtees 

Without knowing details of you BB and TV plans, it’s difficult to comment on cost. FWIW, for Fibre 900 with a SH+ and 2 smart WiFi extenders, we pay £69.99pm. TV, EE TV Pro box plus a Mini, for NF w ads and Now Entertainment, is another £12pm. Both will rise after the annual spring increase. The total will go up by £5pm after 31/03.

Your increase seems huge. Was it the end of some discounted deal plus the normal annual increase? What service are you not getting?