topic Re: Terrible broadband in Broadband & Landline

Terrible broadband

Ian233 — Sun, 24 Nov 2024 22:55:44 GMT

Moved from BT to EE

was told it would be better because we would have a direct line, but honestly it’s much worse. Signal around the house is terrible. Everything is fuzzy and takes ages to load.
Extremely disappointed

Re: Terrible broadband

VillanII — Sun, 24 Nov 2024 23:44:21 GMT

I was moved from BT to EE in March & I am in the same boat. Internet WiFi keeps crashing, very poor customer service. I can carry on here but I need to complete my 9 complaints. They brag about being the best provider for 11 years, I shudder to think what everyone else is like. Do not use the customer call back. They do call you back after about 30 minutes but from a different department. So, you have to wait another hour to talk to somebody & still it is not fixed

Re: Terrible broadband

Ali_A — Mon, 25 Nov 2024 11:55:25 GMT

Hi @Ian233

Welcome to the Community

Sorry to hear of the experience you're facing with the EE router.

Is it the WIFI signal you're having issue with around the house, or the actual internet connection?

You can test this by connecting a device such as a laptop directly to the router using an ethernet cable.

Ali

Re: Terrible broadband

XRaySpeX — Mon, 25 Nov 2024 15:52:16 GMT

Which EE BB plan are you on including its speed? What EE router do you have (read its label)?

Re: Terrible broadband

VillanII — Mon, 25 Nov 2024 16:11:34 GMT

My contract is Full Works: Fibre 67 Download speed 66Mbps

AndyB

Re: Terrible broadband

XRaySpeX — Mon, 25 Nov 2024 16:16:34 GMT

@VillanII : 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: Terrible broadband

Bob1641 — Thu, 15 May 2025 22:01:08 GMT

I’m in the same boat too - was persuaded to move from BT and misled - it’s getting by worse too,

dropping all the time - can’t get out of the contract - any ideas ?

Re: Terrible broadband

Bob1641 — Thu, 15 May 2025 22:04:14 GMT

Yes absolutely- I have been with BT and all was great, was persuaded to move and miss sold - now dreadful broadband, slow and drops every day multiple times - any suggestions ?

Re: Terrible broadband

Mustrum — Thu, 15 May 2025 22:16:26 GMT

@Ronbles is it the broadband that is dropping, or is it a WiFi issue you are having?

Have you followed any of the advice on the thread you have jumped on?

Re: Terrible broadband

Leanne_T — Fri, 16 May 2025 08:53:23 GMT

Morning @Bob1641

Thanks for coming to the community 🙂

Have you reported the connection problems to our broadband tech guides? Could you let us know some further information on the drop in connection and what has been tried so far?

Leanne.

Re: Terrible broadband

Elona1981 — Tue, 26 Aug 2025 14:14:11 GMT

I had EE internet for one week, it crashed 5 zoom work calls, I called in and reported the problem, EE did a line check and said it was fine more than once. As I was in the cooling off period, I cancelled and went straight back to the old provider, of whom I never had a problem with. I have also spoken to others who use EE broadband service and they all said avoid at all costs, they will not be renewing their contracts. They also advised, EE will offer to send out new wires, but even this did not solve the issue. I’m listening now. Good mobile service, but broad band service 👎