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Broadband takes a dive when using EE TV

baldbassman
Explorer

Just started using EE TV, with EE broadband, and discovered when it's in use the broadband speeds drop from around 65 Mbps to less than 10, making the internet all but unusable for the rest of the household. To be fair, our broadband has never been particularly robust - we're up a hill on an old copper line, about three quarters of a mile from the cabinet. Even with other providers, it would test at around 65 down, 18 up until someone needed to download something, then it would go through the floor for the rest of us - but it's really noticeable whenever I turn the EE TV box on now. I had it on an ethernet connection, and moved it to wifi, which seems to have improved things a bit for some reason.
I sat on the phone for over an hour today with EE, and although the 'Guide' was sympathetic, and admitted it was a recognised issue, I was told the sales department refused to cancel the TV package as we're 16 days into the contract, despite me being happy to continue with the broadband and 3 x SIMs I signed up for at the same time.  I bought in store, so a cooling off period wouldn't have applied anyway, apparently.
I'm not impressed, as you may have gathered. I've been promised a call back from a manager tomorrow, so we'll have to see if that actually happens. I was with Sky for years, but decided on a change because of the cost, but I would go back to them in a heartbeat if only I could get out of the EE TV contract...
Any thoughts?

4 REPLIES 4
Northerner
EE Community Star
EE Community Star

Hi @baldbassman 

What broadband package are you on?

If your speed is limited then watching/streaming TV will reduce the available bandwidth.

Thanks. 

 




To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

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zulu17
Prodigious Contributor
Prodigious Contributor

@baldbassman  As I understand it EETV on EE broadband does come with a cooling off period. Buying  an EE TV package in store doesn’t change those EE TV terms and conditions. Disappointing  if you are being advised otherwise.

If EE refuse to allow cancellation  you do have the complaints route. If EE are holding you to the TV  contract then you should ask them to resolve the useability problem and work with them for a period to achieve a technical resolution or reach a point whereby they state they are not able to resolve in which case request release from the contract.

Matt_124
Star Contributor
Star Contributor

Hi @zulu17,

While the sentiment is correct, the OP has advised they are 16 days post-activation, so any cooling off period would still not apply as it is only up until and 14 days after activation.

Still would recommend following the escalation routes available with EE to get it into a working condition as the issue does sound like something that should be able to be resolved.

baldbassman
Explorer

Thanks for the replies. I got a call from EE today as promised, proposing that they would cancel the TV package, and just charge me for the one month notice period, which I'm happy to do.

So I called Sky to reinstate my subscription with them, and they even reduced the price by a third for the the first 12 months of the new contract. Result. No doubt the price will creep up again as the term progesses of course, but you can't have everything...