Internet provider · Connectivity hell
EE
Up to a lot. Down to not much.
Public Wi-Fi complaints
As of 5 November 2026. The chart shows complaints per full UTC day since tracking began. See how this is counted.
Public complaints
In their own words
Examples behind the count. The wall moves on its own; hover, focus or touch it to pause.
Practical help
Check EE, then make a case
Start with the provider’s own equipment and outage checks. Save your plan wording, repeatable measurements and support reference before asking for an investigation.
Applies to: EE Smart Hub, Smart Hub 6 Plus and Smart Hub 7 Plus, Pro and Max, with the EE app (menus as of November 2026). A BT-branded hub uses different steps. · Checked 5 November 2026.
Check your EE Smart Hub
These checks apply to the EE Smart Hub. Check the model on the hub before you follow a light guide.
Sign in on EE’s service status page and let it test the broadband line.
In the EE app, open Manage, then Broadband, then Test speed.
On a Smart Hub 6 Plus, a solid aqua light means the hub is online.
An orange light means it is not connected. Flashing orange means it is still connecting.
Separate the service from your home Wi-Fi
EE Smart Hub menus are not the BT Smart Hub menus. Do not follow the BT Hub Manager steps.
Do not factory-reset the equipment as a first step. A reset can erase service settings and interrupt phone service.
Compare a wired connection to the router with Wi-Fi on the same device.
Repeat the same test server during the slowdown and at a quieter time.
Record download, upload, latency and whether another household device was using the connection.
How to complain to EE
Use EE’s official support to report the fault. Request a formal complaint reference if it remains unresolved.
Include the plan wording, dates, test conditions, previous references and the specific outcome you want. Ask for a written response.
For the local escalation route and conditions, follow the United Kingdom complaint guide.
On Connectivity hell, EE has 82 public Wi-Fi complaints in 30 days. See EE on Connectivity hell.
Collect the evidence with Kilobat
On a Mac, Kilobat can record connection checks and produce a support report. Review the report and add your test conditions before sharing.
The basic report export is free. Kilobat Pro’s complaint wizard helps assemble your evidence, impact and requested resolution into a draft you review and send.
Measurements cover this Mac while monitoring ran. They cannot prove whole-home uptime, establish provider fault or replace a required official measurement procedure.
Your rights and escalation route
What to do if the provider does not fix it
Rules depend on where the service is supplied and on your agreement. These jurisdiction guides explain the documented process and link to official sources.
UK broadband below minimum speed: complaints and leaving your contract
Your minimum guaranteed speed matters more than the headline average. Find the commitment your provider gave you before choosing a complaint route.
Find your minimum guaranteed download speed
Look in your order confirmation and contract. Record the minimum, the address-specific estimate and any measurement conditions.
Under Ofcom’s voluntary broadband speeds code, participating providers give a minimum guaranteed speed. A Wi-Fi test alone may not measure that commitment.
Give the provider the evidence and a chance to fix it
Report the speed problem and keep the reference and date. Follow the provider’s requested diagnostics and retain the results.
Ofcom says you may be able to leave without penalty if the speed remains below the minimum and cannot be fixed within 30 calendar days.
Check the provider’s code participation and the conditions applying to your service. Do not treat every slow result as an automatic cancellation right.
When can you use independent dispute resolution?
Make a formal complaint through your provider. Eligible unresolved complaints can go to its approved ADR scheme after six weeks, or earlier with a deadlock letter.
Ofcom does not resolve individual complaints. Use the provider’s complaints code to identify its approved scheme.
Prepare your complaint
Use the complaint template to state the problem, evidence and requested resolution. Keep the tone factual.
You can collect evidence without Kilobat. If you use a Kilobat report, review it before sharing and add your test conditions.
Still stuck?
You can ask for help at ping@kilobat.app. Send your symptoms and reviewed test results, with or without Kilobat.
Official sources
Find the failing hop
Give support something they can investigate.
When a connection fails, Kilobat checks your Mac’s Wi-Fi, router, internet access and DNS in turn. That helps separate a local signal or router problem from a fault farther along the route.
Keep dated results and test conditions. The free support report helps you explain what happened. Kilobat Pro can assemble a reviewed PDF complaint pack with measurements, an incident timeline, your plan details and the remedy you request.
You decide what to include and send it yourself. Measurements from one Mac cannot establish service-wide uptime or prove operator fault.
PDF dossier · reviewed by you
Evidence you can send
