What are my rights if there is a network issue affecting my 4G speed?

MarktheHarp

My 4G signal at home has gone down to very low speeds – around 2 to 3 Mb per second down, and extremely slow or non-existent up. This has been ongoing since mid-March 2022 and EE has given me a discount but is now saying I would either have to pay the full monthly amount or they will release the contract. There is an issue getting access to repair the network and they can’t provide any end date for resolution.

Clearly I’m not getting what I paid for, but equally, there is little point in me moving to another mobile network since the problem will be identical. In fact I have home broadband with three, and have exactly the same problem.

What exactly are my rights if a service provider cannot provide a service I am paying for, while I am in contract?

Browntoa

Nothing

They are offering to release you from the contract penalty free 

MarktheHarp

Doesn’t seem right that they don’t provide some sort of temporary replacement 4G or are obliged to give me an ongoing discount for that poor aspect of the service.

If it was the other way around: their service was fine but I had decided not to pay, I bet they wouldn’t let me simply terminate the contract!

Surely contracts work both ways?

bris

The contract will not guarantee speeds, speeds are estimated and go up and down.

For your rights you need to read the contract.

user1977

Obviously, mobile contracts aren't going to guarantee a minimum speed (or even a connection) wherever you are. So unless they had made a specific promise about what speed you'd get at home, I don't see there's a breach of contract here.

MarktheHarp

OK - yes, I see that point. Just that where I live 4G was the only way of getting decent speed. So I’m just a bit peed off and need to rant!

Spies

Different network? 

the_lunatic_is_in_my_head

MarktheHarp said:

OK - yes, I see that point. Just that where I live 4G was the only way of getting decent speed. So I’m just a bit peed off and need to rant!

BT have an obligation to provide you with broadband running at a minimum of 10mb have you explored this with them? 

https://www.bt.com/broadband/USO

They gave us a 4G hub, mobile signal is pretty poor here but it works well enough. 

If there is a problem with the network you are likely to face the same issue but would have more of a base to push BT to get the correct speed.

What does the Three broadband cost you each month OP?

powerful_Rogue

the_lunatic_is_in_my_head said:

MarktheHarp said:

OK - yes, I see that point. Just that where I live 4G was the only way of getting decent speed. So I’m just a bit peed off and need to rant!

BT have an obligation to provide you with broadband running at a minimum of 10mb have you explored this with them? 

https://www.bt.com/broadband/USO

They gave us a 4G hub, mobile signal is pretty poor here but it works well enough. 

If there is a problem with the network you are likely to face the same issue but would have more of a base to push BT to get the correct speed.

What does the Three broadband cost you each month OP?

This appears to be a mobile network contract, not home broadband.

mattyprice4004

MarktheHarp said:

OK - yes, I see that point. Just that where I live 4G was the only way of getting decent speed. So I’m just a bit peed off and need to rant!

Use a different network. 

They don’t share infrastructure so other networks are likely unaffected 

SiliconChip

powerful_Rogue said:

the_lunatic_is_in_my_head said:

MarktheHarp said:

OK - yes, I see that point. Just that where I live 4G was the only way of getting decent speed. So I’m just a bit peed off and need to rant!

BT have an obligation to provide you with broadband running at a minimum of 10mb have you explored this with them? 

https://www.bt.com/broadband/USO

They gave us a 4G hub, mobile signal is pretty poor here but it works well enough. 

If there is a problem with the network you are likely to face the same issue but would have more of a base to push BT to get the correct speed.

What does the Three broadband cost you each month OP?

This appears to be a mobile network contract, not home broadband.

The OP implies that he is only using 4G for his internet connection because his home broadband with 3 is poor. @the_lunatic_is_in_my_head has shown that an alternative is available.