topic Re: Speed capped since switching to Unlimited data in Mobile Data

Speed capped since switching to Unlimited data

peaceflower4eva — Tue, 06 Sep 2022 17:16:25 GMT

I switched to an Unlimited data plan from a 160gb plan a week or so ago, and ever since the switch, my speed is capped at about 25mbps. The Speedtest will usually connect at several times faster than that (60 to 70mbps, or around 120 to 140mbps if I'm in the city), but then immediately sinks to 25mpbs, no matter where I am.

My partner, on the same data plan as part of the same contract (though she's been on the Unlimited plan much longer than me) and is getting the speeds I used to get when I was on 160gb plan (60 to 70mbps at home, 120 to 140mbps in the city). We've done speed tests at the same time in the same places, and mine is coming up way slower.

Spoke to someone on live chat and again over the phone who took me through a script of options (turn the mobile data off and on, switch between wifi and mobile data, close any apps which may be using data etc). My data plan says it's not capped on my online account, but it comes out at dead-on 25mbps every time, so it certainly seems like it is.

Anyone had the same issue when switching plans, and were you able to resolve it?

Re: Speed capped since switching to Unlimited data

James_B — Wed, 07 Sep 2022 07:13:11 GMT

Hi @peaceflower4eva,

Welcome to the EE Community. 🙂

Have you tried more than one speed test app?

James

Re: Speed capped since switching to Unlimited data

peaceflower4eva — Wed, 07 Sep 2022 07:35:22 GMT

@James_B wrote:
Hi @peaceflower4eva,
Welcome to the EE Community. 🙂
Have you tried more than one speed test app?
James

Yes, I've used a few. My partner has used the same ones in the same location, the speeds are 2 or 3 times higher each time. Before the switch of data plan last week, I was getting those speeds too.

Spoke to someone again last night, and we're going to see if reverting back to the old data plan also reverts the speeds back to what they were. Not sure what else we can try if not...

Re: Speed capped since switching to Unlimited data

James_B — Wed, 07 Sep 2022 07:38:49 GMT

Thanks for the update @peaceflower4eva

Our Technical Support Team will do everything they can to resolve this issue for you.

James

Re: Speed capped since switching to Unlimited data

peaceflower4eva — Wed, 07 Sep 2022 07:52:29 GMT

I spoke to them yesterday, twice. Went through all the troubleshooting steps, and nothing changed the issue.

It's a shame that reverting back to 160gb a month is the only course of action we can try.

I've only had this line for just over a month after switching from O2. Speeds were great on 160gb a month, so I upgraded to Unlimited, and that's immediately when the problem started. I understand the smallprint mentions anything over 600gb isn't personal use anymore, but I've checked my data usage on my phone and it's nowhere near that.

EE have assured me that my speeds aren't limited, but the way in which they immediately drop from nearly 100mbps to almost dead-on 25mpbs suggests otherwise.

Re: Speed capped since switching to Unlimited data

James_B — Wed, 07 Sep 2022 08:02:13 GMT

Hi @peaceflower4eva,

It's a strange issue, as none of our plans are restricted to 25Mb/s. I'd recommend keeping in touch with technical support until it is resolved.

James

Re: Speed capped since switching to Unlimited data

peaceflower4eva — Wed, 07 Sep 2022 17:28:41 GMT

What else can they do? They took me through the basic troubleshooting steps, twice, then that was it. Whenever I speak to technical support, they want to put me through to billing. Whenever I speak to billing, they want to put me through to technical support...

Re: Speed capped since switching to Unlimited data

Christopher_G — Wed, 07 Sep 2022 17:35:10 GMT

I've sent you a private message, @peaceflower4eva. Could you have a look and get back to me please?

Thanks

Chris

Re: Speed capped since switching to Unlimited data

peaceflower4eva — Thu, 08 Sep 2022 08:50:27 GMT

So I've reverted back to the 160gb plan, it's taken effect this morning, and now my speeds are what I would expect them to be.

Ideally I would like to be on an Unlimited plan, but I'm hesitant to do this again if it's going to vastly reduce the speeds available to me.

Any idea why/how this would've happened?

Re: Speed capped since switching to Unlimited data

Kirigaya_Kazuto — Thu, 08 Sep 2022 09:13:39 GMT

How much data do you use on a monthly basis? 160gb is a BIG allowance, I am on 60gb and honestly, barely use 20GB. that is daily youtube/plex for at least 1 to 1 and a half hours and music streaming from Spotify (highest quality stream) and Apple music for about an hour a day

Re: Speed capped since switching to Unlimited data

peaceflower4eva — Thu, 08 Sep 2022 09:45:32 GMT

Last month I used a 110gb, so not really too close to the 160gb, but the upgrade was only a few £ extra so it seemed worth it for peace of mind.

I'm using my phone's mobile data as a hotspot a lot for working from home, and also for streaming live sport at the weekend, because my home broadband is lousy (no fibre on our street) and can't handle live streaming, nor can it handle Teams/Zoom calls.

160 is probably enough really, but since the price difference between the two is so small (plus 10% comes off due to being an additional line) it'd be worth it if it worked as it should.

Re: Speed capped since switching to Unlimited data

Kirigaya_Kazuto — Thu, 08 Sep 2022 09:50:11 GMT

Ah, that makes sense for yourself then - I don't hotspot unless I have to. I did not consider that use case/situation

Re: Speed capped since switching to Unlimited data

peaceflower4eva — Thu, 08 Sep 2022 10:35:36 GMT

We have a solution. Well, a reason as to why I was capped.

I had been put on a "No Frills" unlimited plan, and the person I'm conversing with now has told me that it is in fact capped at 25mbp/s.

I've had several EE employees tell me there isn't a plan capped at 25mbps, but it was clearly the case, since the speed test would start high, and then immediately drop to 25.

Mystery solved. But still annoying how many hours I've spent on EE live chat, going through tedious troubleshooting steps. How did so many colleagues who brought up my account details not catch that?

Re: Speed capped since switching to Unlimited data

chrcolk — Wed, 22 Feb 2023 20:50:47 GMT

There does indeed seem to be a 25mbit capped plan, its been offered to me now on my account.

I have my current 200gig plan which i think is uncapped. But a little pricey.

A unlimited plan which says its capped at 100mbit (hence me finding this thread to research it).

A 25 gig plan which says its capped at 25mbit.

EE didnt used to do all this capping stuff, dont like it.

Re: Speed capped since switching to Unlimited data

MrWB — Thu, 26 Sep 2024 07:09:54 GMT

I am reading this whole thread with interest as I just received a EE unlimited Data only SIM yesterday after being advised I had excellent 4G/5G coverage in my location. I have a 5G mobile router with external antenna and was getting around 30 MBps on my SMARTY SIM with 4G LTE (no 5G coverage in my area). I was very disappointed to find that when I initiate a speed test the dial shoots up to 40+ Mbps and then throttles back to 10.79 upload and 10.69 download. I am unable to perform any band selection either, so can't even tune my router to only use the fastest bands for my location. Luckily I decided to pay the extra for a 30 day contract rather than 24 months, so I can cancel it, but could look at moving to a limited data allowance as per the OP's comments.

Re: Speed capped since switching to Unlimited data

chrcolk — Tue, 08 Oct 2024 00:31:47 GMT

Yeah I get the same behaviour in my area, it initially jumps high, then quickly falls back to what is a clearly shaped throughput.

My particular mast has a lot less cells and bands on it than others in my city, I expect its heavily loaded, and instead of spending money to upgrade it they seem to be shaping the traffic.

I queried it of course and was told the area is running within expectations.

Still the competitors are no better here, so I am still on EE, and did take up one of the 100mbit capped packages (the cap doesnt seem to be there, off peak I can still hit same speeds as before).