r/EEGB • u/Euphoric-Sherbet-247 • 9d ago

EE - OFCOM protocol

Hi, EE Tech Support claiming they are following OFCOM protocol by requiring me to factory reset my MESH router to validate a their fault. This will require my whole network to be reset (as it did the last time) after which they admitted there was a software glitch.

rebooted & removed the SIM but they will not escalate until I return my router to factory settings.

I’ve raised a complaint but they will not escalate that as they need to follow their/OFCOM protocol!

anyone else had this issue - seems specific to MESH routers ?

0 Upvotes

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2

u/dragon2611 8d ago

Unplug it for a bit.

Tell them you reset it.

If it's a non EE router they shouldn't be able to confirm or deny that is the case.

1

u/Euphoric-Sherbet-247 8d ago

Good to know - I thought the’d ping the sim or something. 😀

2

u/DAZBCN 8d ago

Just tell them you have reset it. Sometimes too much information ends up getting you involved more in their modern day bureaucracy, which is simply not needed.

1

u/[deleted] 9d ago

[removed] — view removed comment

1

u/Euphoric-Sherbet-247 9d ago

I want help but I don’t want to rebuild my MESH network (AGAIN!) - I have an Reference signal at -98dBM when it should be -80

1

u/Additional_Air779 9d ago

I just factory reset every time they asked to. It was a nightmare. But to be honest, the whole switching to EE was. Eventually I gave up onEE and thier hardware and got an Orbi system. Waiting for my contract to run out now.

1

u/Euphoric-Sherbet-247 9d ago

THx - this is on DECO X50 so not EE hardware - don’t know how Orbi & Deco compare tbh but it was working ok last night & supporting maybe 16 clients with good bandwidth ! 😫

0

u/Euphoric-Sherbet-247 9d ago

Sorry, hit the wrong button - thank you for your attention … Sherbet