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. 

[Midnight_Voice]

@Minkey1 

Digital biscuits though - chocolate fingers!

[Minkey1]

@Midnight_Voice 

Now that *is* clever.

M_V wins, as usual 👏🏻👏🏻👏🏻

[Bewdley13]

Hi everyone, issue solved. It was the Plasma tv/firestick, it couldn’t cope with full fibre 900. I bought an LG OLED 42” C4 and it’s fab. No buffering. No freezing. Wonderful picture. The 42” screen is as much as we want. Will probably buy a sound bar but sound is ok to be honest. Not sure why the freezing  issue was predominantly in the evening but it was doing it during the daytime too, so bye bye plasma and firestick.

EE should perhaps ask people what equipment they are using before they sell these full fibre packages? 

 

[JimM11]

@Bewdley13 Far to difficult that question, that is why all ISP's say Speed to the property is good, what you have after that on the other side off the router is 100% up to the customer to sort out if any issue's. Happy viewing and listening if you go Soundbar...

[Minkey1]

@Bewdley13 

Excellent. Love a happy ending. 

[Bewdley13]

Hi Jim, inclined to disagree but will bow to your superior knowledge on all of this. But if EE had been aware that old equipment won’t accept full fibre 900 in the first place then they could have saved themselves 2 weeks of ‘me’ constantly hassling them. They refused to acknowledge that my equipment could be at fault and have agreed to pay £30 compensation for the cancelled engineer appointment last week. Anyway, if they’re reading this, they will perhaps ask people in future how old their equipment is. It will undoubtedly save them a lot of hassle and possibly money, too. 

[JimM11]

@Bewdley13 Fully understand where you come from with that, but if they were to say SHOULD work fine, how would they even know what specific answer to give, My Asus AX smart wireless is less than 2 years old, and EE just killed the operation off it connected direct to the EE Router 2 weeks ago with there latest FW update that they pushed to the router. Yes they are sorry it happened, i have it limping along just now, but the fix is in hand...

Compensation does NOT help you the end customer with all the grief getting the solution sorted.