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. 😡

[Msaladays]

Hi Darren, adapters, been on a call with EE this morning and it seems I need new adapters… they have ordered and will be with me on Friday. On installation they should have supplied new adapters as my ones are 10 years old BT ones, which still work for my TV. It seems not working with new EE box.

hopefully getting nearer to the problem🤞🏻

[DarrenDev]

Powerline adapters aren't supplied as standard anymore - they were originally issued when our TV boxes didn't support Wifi.  The preferred solution now is to use Wifi, taking an EE Smart Wifi subscription if the signal to your TV Box isn't strong enough.  I'm glad the agents were able to help by providing replacements though.

[MetalFan459]

I’ve also changed from BT to ‘new’ EE and the experience has been appalling. The after care is non-existent, the tech help through the app is limited, usually resulting in the ‘guide’ telling you that you need to phone 150.

I’ve spent several hours on the call to various guides who are unable to solve my issue. They seem to ignore the fact that my order clearly hasn’t completed properly and insist on wanting to send an OpenReach engineer out! With me being unable to use any app features to managed my account and calls to 150 either resulting in;

being disconnected with no call back/follow up 

being transferred to a department who cant help

being cut off whilst being transferred

having yet another engineer appointment (who inevitably won’t show and will close the appointment)

Ive had to register a complaint, but I doubt that will get me anywhere either!

a few more days and I’ll have hit more than 30 days below my guaranteed speed - at least then I’ll be able to cancel and take my custom elsewhere! 

[Deano1711]

Thats what i did i never got the speeds either after 3 engineer visits. I know now it was clearly ees end which was the problem not openreach.  Had no problems on the old ee..  if you dont get the speeds you are free to leave at any time with no charges.  I went back to sky for tv broadband and mobile and for a lot less money am getting a far superior service no problems at all. I will never make the mistake of leaving sky again.  EEs customer services were at times laughable with only a hanfull of people knowing what they are doing . And still now EE are selling people products that dont work mainly the app. False advertising . Its a shame because the whole idea is great it it only worked. Changing packages online is the main gripe.

[julie404]

I too changed from BT to EE October 2024, worse mistake I have ever, made have had 5 engineers out, 2 cancelled appointments 1 they cancelled, on the day the engineer was due,  2nd one no-one turned up no phone call or message this was booked between 1-6 called them at 6 to be told that the  department  I needed was closed to call back the next day,  still have stability issues which they can see there end, have another engineer booked for Friday 16-01-2025 not holding my breathe, internet shocking all over the place  loosing connection bad internet spikes, was sent  out 2 new hubs in Jan 2025 as 1 was not working,  was told could be my ethernet cable, so went out and brought new ones still the same issues. see what Friday brings when yet another engineer is booked, but think I will be looking elsewhere as EE cannot deliver what I am currently paying for.