Nightmare

[Nairb44]

We were visited by a door to door sales person in December and as we were looking to change providers we arranged for her to come back so my daughter could be present to help me with the process. 
This is where the nightmare begins - we explained what we wanted out of a package, including tv and broadband. We wanted decent quality broadband that could accommodate running the tv boxes as well as phones and laptops within the home, as well as the full sports package (big important). We were assured that this would be no problem, we would receive a control set top box and a mini box for a different room,and that EE would take care of contacting our previous provider and ensuring that their services were terminated. The engineer was booked in to set up our broadband connection and that we would be able to set up the tv boxes easily.  Sooo…. The engineer installed the broadband connection without a problem.  When we received the set top tv equipment, we were only sent a mini box, therefore were unable to access any services that we were promised. When this was rectified and the main tv box arrived, the main channels that we had repeatedly stated that were essential were unavailable to us. My daughter had to contact customer service and was told that we were not subscribed to the correct package (despite repeated assurances that this would be included) 

Shortly after the main box was received and installed and the package was changed to the one we originally wanted, we were then requested to return the mini box, again this was part of our original request for the order. My daughter had to call customer service to rectify this. 
We have since had to upgrade the broadband package and am still having issues, having to reset  connections to make sure we can use our packages and link smart tvs to the WiFi. My daughter has had to reset my wife’s tv twice in two days and was told that if the boxes were not turned off then we shouldn’t have this issue - we do. 
Our upgraded router system is the one with 2 routers and connecting tv to WiFi remains an issue. To keep a connection while using the internet (online courses) my daughter has to repeatedly restart her computer in order to get the connection steady enough to work. If she were currently working from home as is her aim then this would be even more problematic. 
Essentially every single thing we were promised and signed up for was mi-sold and therefore altered, changed or upgraded, bearing in mind we have only been with EE since January. There have not been more than two weeks since then that we have not had to contact customer service. We were sent a second mini box as an apology and had to fight against the £75 charges for returning it. 

The cherry on the cake is the £141 bill from our old provider that was taken from my account as they were unaware that we had changed providers- again we were told that we didn’t have to worry about anything other than returning the previous provider’s equipment. 
Essentially we have been messed about, mis-sold and had to change every single thing from our original order. To me this is frankly unacceptable and unprofessional behaviour from such a well known and allegedly reputable organisation 

[Peter_W]

Good evening @Nairb44.

Welcome to the Community, and thanks for taking the time to share your experience here. 

This certainly isn't what we'd expect, and if things aren't working in the way they're intended our team will do their best to ensure we get this rectified. 

When it comes to your TV, how far away from your Hub is the TV box?
The connection quality will drop as you move further away from the Hub, so if this is too far then an alternative solution such as a WiFi extender or powerline adapter can make a big improvement. 

This would largely be the same with the internet connection, too.

Whilst the Hub should offer a decent range, each home is different and a range of factors can impact the quality of the WiFi connection overall.

Peter

[XRaySpeX]

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@Nairb44 wrote:

The cherry on the cake is the £141 bill from our old provider that was taken from my account as they were unaware that we had changed providers

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They would have been informed by EE. EE will pay up to £300 of your Early Cancellation Fees upon sight of your previous ISP's bill showing them. You can claim this online @ Switch Broadband to EE and we'll pay your leaving fee. It will be applied as a credit to your EE bill.