We moved in August into new property in devon. We previously lived in north London and had super fast fibre optic broadband. While moving I contacted EE to explain that our address is changed, at this point we would still like to remain with EE and just simply move our internet provider with us to the new address. It all seemed fine, although they say it could take up to six weeks for it be installed, I wasn’t sure why it was quite so long. We had lots going on in the move so we didn’t bother pushing it. While we waited for it to be installed I got a phone call while I was out shopping with my wife. They asked if I was happy with my broadband and if I would like to continue with them. At this point we had just moved and we had a lot on our plate so there was no reason why I wouldn’t say that I was happy. After two months I got a phone call from EE, this wasn’t to say that our fibre optic broadband was installed but to say that they have just discovered that fibre is not available in our area! I then asked to leave EE as we hadn’t been given what we were sold. That’s not possible because the conversation I had in a busy supermarket now meant I was in another two year contract. I tried to say that I had been mis-sold the package as I didn’t get told that I wouldn’t have fibre. They escalated this to their mis-sold department that would look into it (you have to worry that a company would have so many of these problems of being mis-sold that they have a department dedicated to it). Apparently I didn’t have a case and we were stuck with EE. By this time we were desperate to have internet in our house. My wife and I both reply on it for work and we had been using our neighbours broadband while we waited for ours to be installed. I eventually said fine, just get it working. Their phone technicians weren’t doing very well until I talked to this one guy in India who changed the settings on my router so that it accepted regular broadband, not just fibre. A light was on and we were finally getting broadband. However as we used our broadband we discovered that the feed we were getting was really slow or nothing at all. Most of the time our electrical devices thought we weren’t connected to the internet and when we were it was slower than dial-up internet. After lots more conversations with EE they sent me from person to person and decided to send out an engineer. The engineer arrived and put a booster on the system. While chatting with the engineer he wondered why we weren’t on fibre. I told him that we were told its not possible. He looked puzzled and explained that they simply had to plug our house into it, a relatively simple job. This was annoying but at this point I didn’t really care as long as it started working! The engineer left, but as he left he left he said that there was a good chance it wont do anything. More than likely the problem is with EE. Reassuring words. Sure enough there was no difference. I phoned EE again, they had a look at my plan and discovered that our plan was still set to fibre! And we had been paying for fibre! This person actually sounded helpful. She explained that we had been paying for the wrong kind of service and so the router couldn’t work with regular broadband because it was being delivered fibre… which apparently isn’t available anyway. She said that she would get the changes requested to make our contract into a regular broadband contract and make sure that we were reimbursed for our lack of internet over the past six months! That sounded great. She would phone back in just three days to get it all finalised… she didn’t. After another week I phoned EE again and talked to yet another advised. This one was probably the most down to earth and realistic out of them all. First I told him what the other advised had said about changing over the plan so that it’s feeding in the right kind of internet. He said he could sort that out but he very much doubted it would do anything. However I needed to try anything that was suggested so we went for it. He did make sure we got six months of free broadband, which I’m grateful for… if there broadband. He also sent a new router just to tick every box we could think of. I thanked him but I could tell from his tone that this wasn’t going to get me anywhere. Sure enough it didn’t improve. This leads me to today. After trying absolutely everything for the past seven months the only thing I could do was insist that they let me leave so that I could see if another provider could do any better. I phoned and was greeted by a lovely lady. I explained my story and she put me on hold while she went to her manager to see what they can do. She came back and to my shock not only said they couldn’t end my account but that when the contract was changed over to regular broadband, after their six month mistake of having on fibre, it was now another new contract and any problems that I’ve had before are now VOID! Seven months of trying to get things fixed and they are now choosing to ignore all the efforts that have been made to try and fix it. After battling this out over the phone they ended with sending out an engineer again and escalating the package to the mis-sold department… again. I know that this is very much a first world problem but not having internet effects my work, and therefore my income… and makes my wife angry.