topic Broadband coverage and speed in Broadband & Landline

Broadband coverage and speed

Frax — Fri, 08 Nov 2024 20:48:34 GMT

I have just joined EE and received the new so called smart hub, the set up was easy, however the coverage in my house is terrible and it only provides signal in two rooms, the speed is lower than the promised speed - promised 29mps receive 20 and that is after a week, that's bad enough but I could probably live with that if it was all over the house, I have tried to call them on 150 but I can never get through to speak to anyone, got close today but they said it was going to be 45min, then they decided to test the line and dropped out my call, I cannot find a direct phone number for them, it's ironic as they say if they cannot provide the speed or coverage you can cancel your contract without a fee, how can you when there is no one to speak to, any help with a direct phone number would be great

Re: Broadband coverage and speed

JimM11 — Fri, 08 Nov 2024 21:33:36 GMT

@Frax Just click on the link below, and go where you need and numbers will be shown.

Re: Broadband coverage and speed

XRaySpeX — Fri, 08 Nov 2024 21:54:08 GMT

Did EE give you 1 or more Smart WiFi Plus extenders with your router to extend coverage within your home?

Try calling CS on the Freephone no. (Opt. 2) in my sig.

Re: Broadband coverage and speed

Frax — Fri, 08 Nov 2024 22:01:11 GMT

Hi and thank you for the reply, no all I got was the smart hub and no extenders

Re: Broadband coverage and speed

Frax — Fri, 08 Nov 2024 22:02:12 GMT

Thank you

Re: Broadband coverage and speed

XRaySpeX — Fri, 08 Nov 2024 22:08:13 GMT

Which EE router have you? Smart Hub Plus or Pro?

You can get up to 3 WiFi extenders from EE. Phone CS & ask for them.

Re: Broadband coverage and speed

JimM11 — Fri, 08 Nov 2024 22:07:46 GMT

@Frax From who did you come from ISP to EE and did you have the router supplied by that provider, you obviously have and accepted that you speed was low, so unless you have a fault that was carried over you can text HELP to 66033. EE will run a diagnostic test and take it from there. It's all detailed in the link above.

Re: Broadband coverage and speed

Frax — Fri, 08 Nov 2024 22:12:22 GMT

I think it's this one Smart Hub Plus Sh31b Wifi 6 Router, well it looks like this one

Re: Broadband coverage and speed

Frax — Fri, 08 Nov 2024 22:14:30 GMT

I have had a house move, my last router was a EE WI/FI router which worked well but next to no signal at this house

Re: Broadband coverage and speed

XRaySpeX — Fri, 08 Nov 2024 22:14:36 GMT

Which EE BB plan are you on including its speed?

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: Broadband coverage and speed

JimM11 — Fri, 08 Nov 2024 22:18:08 GMT

@Frax Follow @XRaySpeX request, and did you take your EE router from previous address with the home move? If so and was working fine there!

Re: Broadband coverage and speed

Frax — Fri, 08 Nov 2024 22:18:38 GMT

I am not at my new home right now so will try it tomorrow, they did reset the router, and speed has been stable for the last three days, stayed the same even after it was reset by EE

Re: Broadband coverage and speed

Frax — Fri, 08 Nov 2024 22:21:06 GMT

No this is a new router from EE, my WI/FI router is still at my old house after me and my wife separated

Re: Broadband coverage and speed

Frax — Sat, 09 Nov 2024 21:51:01 GMT

Contacted EE CS today with number provided but still got a machine, eventually got a human, He told me that it would cost me £10pm to add an extender to my plan, I refused to pay that and then he said he could reduce that to £7 pm I reluctantly agreed so was passed onto a supervisor or so he said, she said that they would send out one extender for me to try and was told that if I required more they would send out another and if that still failed they would send out another, if one extender does not work I think I will just cancel the contract, the EE promise of speed and coverage looks like it's just all talk, verry disappointed - looks like it's all to keep you there till your 30 days have passed and you locked into a 24 monthly plan that does not deliver

Re: Broadband coverage and speed

JimM11 — Sat, 09 Nov 2024 22:13:09 GMT

@Frax It's all about the position of the EE Router, my sister just had he EE FF broadband installed on Thursday, by an OR Contractor and was supposed to have an EE guide visit as well, but that did not happen, on arrival checked what the contractor had done, install was in and BB was working. Signal strength throughout the property was at 65dbm which is not to bad, the router was sat at floor level in the utility cupboard, new build were all the Ethernet terminates, raised the router up to level at 5' height remeasured signal and now at 40-45dbm proceeded to cable all the 4 points to the router, reset and tested all, max speed 150mb/s all over, and sister said why does it feel quicker, it's all about where and how you place the router.

Your extra cost does cover 3 extender's in total, if your router is at one end of the building, then one extra smart wireless will help to expand the signal further.

Re: Broadband coverage and speed

Frax — Sat, 09 Nov 2024 22:28:31 GMT

That might well be true, that is why I booked an engineer to visit and set up the router at a cost of £30. the router was plugged in by myself and made ready for the engineer, he came and did some speed tests on his mobile, said it would probably take a week for the signal to settle then left, I stay in an old house with thick wall's so I expected the worst, the house has a large extension, the master BT socket is in the old part and I was told to use the master socket, the engineer did look at all the BT sockets but never moved the router.

Re: Broadband coverage and speed

JimM11 — Sat, 09 Nov 2024 22:49:50 GMT

@Frax That is the way, my sister did the same, only monday she will be calling EE to find out why the guide has still not turned up, ask for a refund of the guide install cost, and cancel them if they were thinking of re-scheduling it as no e-mail/text or anything in her order status about the failed EE part, they have zero excuse as she is registered vulnerable and wheelchair bound.

Without a doubt and the only place to do it now is connect to the Master socket, you will find that all of the extension sockets no longer function especially for the landline, where you have your router may just not be the correct place, there is no way off knowing, and if the guide said yes that's the correct place then you have some recourse but it will be difficult.

Re: Broadband coverage and speed

Frax — Sat, 09 Nov 2024 23:03:55 GMT

Hi JimM11

Yor are right, nothing is easy with EE, they could do a lot better if they only tried, there just comes a point when you think why bother, there are lots of internet providers out there and they can't all be this bad, I have had a EE mobile phone since I got one when they first appeared and never had a problem with it, sadly the broadband service has always been a pain.

Re: Broadband coverage and speed

Sladelec — Thu, 06 Mar 2025 18:32:35 GMT

Same here ,i have asked for a cancellation as they wont send me extenders what is the point of broadband if you cant get it throughout house not a big house either,worked fine on my bt (wired system)

Re: Broadband coverage and speed

JimM11 — Thu, 06 Mar 2025 18:46:48 GMT

@Sladelec Just put the BT Router back on the service, it will work fine with EE.