EE Service Poor

[Msaladays]

Why did I make this change, My BT Broadband has been perfect for 10 years. This new EE service is terrible. My account is still not visible on the App and many issues with Wi-Fi signal / TV access dropping in and out. Engineer says it will take time to get better as everything is moved across and bugs are fixed. Unacceptable to get me to change when the service is not ready. 😡

[Chris_B]

@Msaladays  Ive had new EE broadband for around 2 months now with no issues at all.    What engineer says it’ll take time ?  

[donalsmith]

Same here, not an issue for years with BT and now endless ones with EE.

Shambles.

[Peter_W]

Good morning @Msaladays 

Welcome to the EE Community. 

I'd hate to think you've been struggling so much since making the move across, and we definitely want to make sure you can get this sorted out. 

Are you using the same connection as before, or since switching from BT have you moved to Full Fibre?

Also when the WiFi connection is dropping out, do you notice any changes to the lights on your hub?

Peter

[Deano1711]

I moved from old ee to the new one with tv i had nothing but problems as you say broadnand dropping out cant access anything on the app engineer visit 3 times couldnt  fix . Customer service under ee/bt is the worst i have ever experienced. I am more knowlegable than the tv bods.  Amd we pay for a premium as they are supposed to be the best which is very debatable.  I left in the end amd joined sky broadband and stream  absolutely faultless even though an ee member of staff tried to tell me that i have a fault on my line and it wont get better just by switching providers. Well let me tell them that my internet .has been sublime not dropped out once and stream is fantastic . So the problem was ee not openreach or my connection.. now saving a lot of money for a much better all round service. 

[DarrenDev]

It's worth noting that the engineer's comments about "take time to get better" will be referring to the EE app and online experience - most services aren't currently ready online, and you need to call to make changes to your account.

The broadband and TV services should work fine though, and any issues you're experiencing are faults that need to be raised/fixed.

One caveat: there are known bugs specifically with the TV Box Mini when connected to the new EE Smart Hub.  They're being worked on, with fixes being rolled out over the coming weeks.

[Msaladays]

Same connection, Wi-Fi seems stable now. TV / Apps is the issue. Keep getting a code / error messages. I have good wired connection from my TV to watch various Apps but when I use the new EE box it is not stable… says apps are not responding check your connection. When it does work the picture quality is poor.

 

[Msaladays]

I’m very close to cancelling my agreement… spent hours of my time trying to fix had 2 engineers visit.. nothing they could do. BT online support team would have fixed these issues over the phone. EE app keeps asking me to create pin when I’ve already done this 4 times. Everything just seems very unstable… not mentioning the cheap looking equipment with white Wi-Fi discs😡

[DarrenDev]

They're mostly the same people on the phone @Msaladays - BT and EE are one company.

Could you please confirm exactly how your TV Box is connected to your internet?  Is it direct to the hub with an ethernet cable?  Or via anything else?  e.g. powerline adapters?

[Msaladays]

Thanks for commenting, they should never have told us to move across until all services were working… not one phone call to ask if we can help…☹️