Stay away from EE Broadband

doublebill

Don't go near EE - I'm just about to cancel with them after been "connected" for nearly a month and it hasn't worked properly yet. I've had engineers round, a couple of dozen calls to customer services, about a dozen calls from them, all to no avail.

The worst thing is that they treat you like a child - I don't know if it's because they're obviously based in asia somewhere (I guess India?) but they seem to have a script and stick to it, getting testy with you when you try to tell them that you've been through this at least three times with previous customer services reps.

The final straw for me today was getting a call from 'the supervisor' today who whilst not able to solve my current issue (this time it's a max 1mb download speed...) called to check I was doing everything correctly. I told him I'd done everything and tried all sorts of combinations - tester sockets, different microfilters etc (all of which the engineer tried when he was here before Christmas) - and he then got sharp with me and said "I'll speak simply so you can understand" before talking about disconnecting my phone then running another speedtest.

I thought this was a good time to tell him I've worked in IT for over 13 years and had also had many previous broadband accounts. He carried on acting like he was trying to teach a dog a card trick. Never had ruder customer service in my life.

A quick search on twitter shows I'm not an isolated case. Must have spent all their budget on Kevin Bacon.

chanz4

doublebill wrote: »

Don't go near EE - I'm just about to cancel with them after been "connected" for nearly a month and it hasn't worked properly yet. I've had engineers round, a couple of dozen calls to customer services, about a dozen calls from them, all to no avail.

The worst thing is that they treat you like a child - I don't know if it's because they're obviously based in asia somewhere (I guess India?) but they seem to have a script and stick to it, getting testy with you when you try to tell them that you've been through this at least three times with previous customer services reps.

The final straw for me today was getting a call from 'the supervisor' today who whilst not able to solve my current issue (this time it's a max 1mb download speed...) called to check I was doing everything correctly. I told him I'd done everything and tried all sorts of combinations - tester sockets, different microfilters etc (all of which the engineer tried when he was here before Christmas) - and he then got sharp with me and said "I'll speak simply so you can understand" before talking about disconnecting my phone then running another speedtest.

I thought this was a good time to tell him I've worked in IT for over 13 years and had also had many previous broadband accounts. He carried on acting like he was trying to teach a dog a card trick. Never had ruder customer service in my life.

A quick search on twitter shows I'm not an isolated case. Must have spent all their budget on Kevin Bacon.

Unless you have worked on phone lines, working in IT means nothing. You could be working in IT just resetting passwords.

doublebill

I guess it could mean that, or it could mean I've built, ran and edited websites for 13 years, which helps to inform the customer service rep that I have a certain level of experience in doing this. I wouldn't have said it if it wasn't relevant would I? "By the way, I've reset passwords for 13 so I know how to put a plug into a phone socket"

It wasn't to give an indication that I'm a broadband engineer, more to indicate that I have an intermediate level of competence when it comes to setting up a router and home broadband system. I don't need to be told things like "You see the small grey wire that fits into the microfilter - the microfilter is the white box with a plug coming out the top and two holes underneath - that must go into the microfilter - have you tried this?"

Anyway, they called back today, reset the system, and now I'm getting 10mb download speeds. This happened before for a day or so before keeling over again, so we'll see, though I think I still may cancel and move elsewhere.

doublebill

update: less than ten hours after they 'fixed' it, I'm back to getting an average 1.5mb download speed. Either they don't have a clue, or they have fixed it and 1.5 is what you can expect from EE in London (Zone 3).

I'm cancelling tomorrow.

WTFH

EE doesn't know what tube zone region you are in.
What speed does Samknows say you should be getting?

http://www.samknows.com/broadband/broadband_checker

What devices do you have connected to your network? TV/Phones/Tablets/Computers/etc