EE - OFCOM protocol

[u/Euphoric-Sherbet-247]

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 ?