topic Guaranteed download speed not high enough to stop service dropping out. in Broadband & Landline

Guaranteed download speed not high enough to stop service dropping out.

jaketheplumber — Fri, 27 Sep 2024 14:29:21 GMT

Switched from BT to EE on 05/08, checked that my download speed what at the level guaranteed (44.91Mbps) and all seemed ok for a day or two. Service started dropping out after a few days, went through the test procedure on the EE site and was informed of a fault, engineer was booked to investigate. Started monitoring my download speed and it was only half of the guaranteed speed, sometimes as low as 18.8. Engineer arrived on 13/08 and said the only way the problem could be solved was by asking EE to raise the cap on the download speed. He did this via a phone call after he left and after I reset the hub all was ok again, download speed was back to 50 or more.Within 2 days it all went pear shaped again.I kept a check on how often the service dropped out and it happened at least 4 times a day from 15/09 - 25/09. During this time the speed was generally around what it should be but the service was still dropping, yesterday and today it has dropped out several times and the speed is back down to 27Mbps. Tried phoning yesterday and ended up on hold for what seemed like an eternity while constantly being told by EE how important my call was to them. Really don't know what to do next.

Re: Guaranteed download speed not high enough to stop service dropping out.

Mustrum — Fri, 27 Sep 2024 14:37:43 GMT

@jaketheplumber it sounds like you have a fault on your line that is getting worse so DLM reduces your speeds. Whilst the reset fixed it temporarily, the underlying fault is still there.

It will no doubt need another Openreach to track down the issue.

Not sure why you did not speak to EE about this?

Re: Guaranteed download speed not high enough to stop service dropping out.

JimM11 — Fri, 27 Sep 2024 14:42:11 GMT

@jaketheplumber What router are you using for the service, and do you know if you are for sure on fttc, copper to the home?

Re: Guaranteed download speed not high enough to stop service dropping out.

XRaySpeX — Fri, 27 Sep 2024 14:48:50 GMT

Welcome to EE's Home Broadband Forum.

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

Re: Guaranteed download speed not high enough to stop service dropping out.

jaketheplumber — Fri, 27 Sep 2024 18:23:36 GMT

I didn't speak to EE about it because I spent so long on hold yesterday I almost ran out of credit on my phone. When I hit the contact us button this morning I got a message on screen saying 'We are currently experiencing problems, please try again later'

Re: Guaranteed download speed not high enough to stop service dropping out.

jaketheplumber — Fri, 27 Sep 2024 18:32:23 GMT

I haven't spoken to EE about it because I spent so long on hold yesterday that I nearly ran out of credit on m y mobile. When I hit the contact us button this morning I got a message saying 'We are currently experiencing problems, please try again later'

Re: Guaranteed download speed not high enough to stop service dropping out.

jaketheplumber — Fri, 27 Sep 2024 18:36:45 GMT

I'm using a Smart Hub Plus plugged into the master phone socket. There are no other connections involved, my pc is wireless.

Re: Guaranteed download speed not high enough to stop service dropping out.

jaketheplumber — Fri, 27 Sep 2024 18:46:48 GMT

I have no ethernet connected devices, just the Smart Hub Plus plugged into the master phone socket, the light on the hub flashes orange every time it cuts out.

I tried to do as you suggested re. router stats. I logged in to EE and can't find Advanced Settings anywhere.

Can't do a wired speedtest, there was no ethernet cable supplied just the hub and a filter which I didn't need.

Re: Guaranteed download speed not high enough to stop service dropping out.

Mustrum — Fri, 27 Sep 2024 19:03:21 GMT

@jaketheplumber from the speeds you mention in your first post it appears you are on FTTC, but you do need to contact customer services, use the 0800 079 8586 it is free other than the connection charge if you are PAYG I believe.

In plumbing terms there is a system that reduces your speeds if there is noise or breaks on the line to help maintain service, as it was only reset and the fault not found last time Openreach came out your speeds have been reduced again. It needs a proper investigation,.

If the call back is not working try again later or persist with the 0800 number.

Re: Guaranteed download speed not high enough to stop service dropping out.

JimM11 — Fri, 27 Sep 2024 19:04:31 GMT

@jaketheplumber Have you had any problems or issue's on your previous router before you plugged in the EE Smarthub+ ?

Re: Guaranteed download speed not high enough to stop service dropping out.

JimM11 — Fri, 27 Sep 2024 19:31:25 GMT

@jaketheplumber just do this below from your mobile if it is registered to your EE account. Help link is below that.

Text EE for a call back

If you need help with your broadband, text HELP to 66033

Contact Us To Request Technical Support for Broadband and Landline | EE

Re: Guaranteed download speed not high enough to stop service dropping out.

XRaySpeX — Fri, 27 Sep 2024 20:11:08 GMT

OK, then do speedtest over WiFi.

Are you logging into the router itself, not your EE a/c? Login to your EE Smart Hub/Router at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router.

Advanced Settings are on the Home Page, bottom right I recollect.

Re: Guaranteed download speed not high enough to stop service dropping out.

jaketheplumber — Fri, 27 Sep 2024 20:20:01 GMT

No I only switched from BT because it was too expensive.

Re: Guaranteed download speed not high enough to stop service dropping out.

jaketheplumber — Fri, 27 Sep 2024 20:23:29 GMT

Thanks will try that number tomorrow. Service has been dropping all evening, last test download speed was 15.0 upload 6.8, this is not what I'm paying for.

Re: Guaranteed download speed not high enough to stop service dropping out.

jaketheplumber — Fri, 27 Sep 2024 20:26:35 GMT

Thanks for that, very useful to know.

Re: Guaranteed download speed not high enough to stop service dropping out.

jaketheplumber — Fri, 27 Sep 2024 20:29:59 GMT

Thanks again, don't know why this info isn't more widely available.

This is the speedtest service I use because it's free of adverts.

https://fiber.google.com/speedtest/

Re: Guaranteed download speed not high enough to stop service dropping out.

XRaySpeX — Fri, 27 Sep 2024 20:50:31 GMT

So is http://www.thinkbroadband.com/speedtest.html & it's far more versatile giving a graph over time rather than just 2, Down/Up, speeds.

There is a sticky, Need Help with Your Home Broadband Speed or Connection? , at the top of this forum covering this sort of thing.

Re: Guaranteed download speed not high enough to stop service dropping out.

JimM11 — Fri, 27 Sep 2024 21:01:56 GMT

@jaketheplumber From your reply, do i read that your BT router was fine, no issues before this? The link and guide i sent you the text will generate a test of your line and broadband, as you appear to be having issues then if it shows up, EE will call you back, organise an engineer to come look and hopefully sort out your problems. As you are on the new EE system there is now diagnostics at there end, will save you all the messing about, do it tomorrow in the morning when they are manning the office.

Re: Guaranteed download speed not high enough to stop service dropping out.

JimM11 — Sat, 28 Sep 2024 05:45:34 GMT

@jaketheplumber Do you have the requirement of a landline in your home, sounds like you may not as you were using the mobile to get your assistance from EE support. When you are seeing the router flash orange, then there is a line/broadband fault, there are a few helpful pages in the router manger, 1st screen, status sync speeds up/down shows you what you are at now, then advanced screen, technical log, events this will show you the error's, have a look to see if you are getting these.

"DSL connection lost" "DSL connection established" when the line has an issue this may be recorded at the EE router.

If you still have the old BT router, then you can put it back on, it happily works on the EE service and if your faults continue then you need OR to look at the line fault, can be anything and sometimes hard to get found, but as you have it fairly persistent just now may be a little easier. HTH

Re: Guaranteed download speed not high enough to stop service dropping out.

jaketheplumber — Sat, 28 Sep 2024 17:14:37 GMT

Sorry to take so long getting back to you, not had a lot of free time today.

I followed your instructions and finally managed to get my hubs settings and stats on screen but I don't know what it is you are asking me to obscure and I don't how to post these findings. The broadband username doesn't identify me and I have no idea what an SSID is. Sorry if I appear a bit slow I just find all this very confusing.