topic Re: Speed Guarantee (BT to EE) in Broadband & Landline

Speed Guarantee (BT to EE)

finn17 — Thu, 28 Nov 2024 10:22:36 GMT

I’ve recently transferred from BT to EE. I’m on full fibre 500 with minimum guaranteed speed of 425.

I’ve tested the speed via multiple means (varied times of day, wired, wireless, multiple devices, multiple websites / apps). The speed is never more than 300 down.

Part of the package is described an “EE Smart Hub” which was not delivered - I’m still using my BT router. I contacted EE who stated I’d be keeping my BT router.

What are my next steps?

Re: Speed Guarantee (BT to EE)

Peter_W — Thu, 28 Nov 2024 12:36:01 GMT

Hey @finn17, welcome to the EE Community!

When you were on BT, was this a Full Fibre connection too, or were you using a traditional broadband connection?

It's worth heading to http://192.168.1.254/, then select Advanced Settings > Broadband, and make sure Full Fibre mode is switched on.

Peter

Re: Speed Guarantee (BT to EE)

finn17 — Thu, 28 Nov 2024 13:26:31 GMT

Fibre before with BT. Full fibre mode is on.

Re: Speed Guarantee (BT to EE)

Peter_W — Thu, 28 Nov 2024 14:08:22 GMT

Thanks for checking that @finn17.

Were you getting these speeds on BT previously, or was it a different package?

How are the lights on your ONT (the white Openreach modem on your wall) looking too?
Peter

Re: Speed Guarantee (BT to EE)

Mustrum — Thu, 28 Nov 2024 14:27:55 GMT

@finn17 how are you testing the speeds? Which device and how is it connected.

Re: Speed Guarantee (BT to EE)

finn17 — Thu, 28 Nov 2024 14:49:45 GMT

BT was 150 so EE 500 is new.

openreach / hub lights look fine. (Green for all openreach)

Re: Speed Guarantee (BT to EE)

finn17 — Thu, 28 Nov 2024 14:50:16 GMT

I’ve tested the speed via multiple means (varied times of day, wired, wireless, multiple devices, multiple websites / apps). The speed is never more than 300 down.

Re: Speed Guarantee (BT to EE)

Mustrum — Thu, 28 Nov 2024 14:59:55 GMT

@finn17 can you give us some more details? Just want to check to see if any of your multiple devices are capable of higher speeds!

Re: Speed Guarantee (BT to EE)

finn17 — Thu, 28 Nov 2024 15:06:58 GMT

Xbox Series X (Wired)

HP Elitebook (Wired)

iPhone 15 Wireless

Macbook Air Wireless

Re: Speed Guarantee (BT to EE)

Ewan15 — Thu, 28 Nov 2024 15:33:48 GMT

@finn17 I was with BT on 900mbps. When I transferred to EE, I initially continued using my Smart Hub 2 which gave me 900 mbps down. If you have the My BT app installed on your phone, run a speed test check to see what speed you are getting to the router.

The My BT app will continue to work if you are using a BT Smart Hub 2

Re: Speed Guarantee (BT to EE)

Mustrum — Thu, 28 Nov 2024 15:38:30 GMT

Thanks @finn17 certainly the Xbox and iPhone are capable of 1Gb so would expect better speeds than you are getting. Not sure on the HP, depends on the model, many seem only WiFi.

That said, the BT Hub is only WiFi5 so the max WiFi speeds you can expect is about 450 ish Mbps.

Is there a speed test fuction on the BT Router?

Re: Speed Guarantee (BT to EE)

finn17 — Thu, 28 Nov 2024 21:00:17 GMT

My BT app isn’t working now I’ve transferred I’m afraid.

Re: Speed Guarantee (BT to EE)

finn17 — Thu, 28 Nov 2024 21:02:30 GMT

That’s interesting. Yeah it’s a BT Home Hub 2. Looks like its max speed may be less than the EE package.

Do you know what the EE Smart Hub is rated to?

Re: Speed Guarantee (BT to EE)

JimM11 — Thu, 28 Nov 2024 21:36:27 GMT

@finn17 The EE Smarthub+ connected to a 2.5Gb/s Ethernet ONT is near gigabyte speed on both Lan and capable wireless device, would also be close on a 1Gb/s ONT,

Edit: added link to my picture samsung phone wireless on the EE 500.

Broadband & Landline - The EE Community

Edit: May also be worth looking at if wireless testing on a laptop without mains power, that cpu saving is not reducing the device performance.

Re: Speed Guarantee (BT to EE)

Mustrum — Thu, 28 Nov 2024 21:30:01 GMT

@finn17 The speeds via ethernet, which are the ones that count are 1Gb for the BT Router, so should not be an issue. Even WiFi on your devices, if close to the router should be over the your min EE speed.

Re: Speed Guarantee (BT to EE)

Mustrum — Thu, 28 Nov 2024 21:31:46 GMT

@JimM11 this will not be a 2.5Gb ONT, the OP has had this one for some time.

Re: Speed Guarantee (BT to EE)

finn17 — Thu, 28 Nov 2024 23:46:02 GMT

EE engineer attending next week. Not sure what they can do in the house beyond turn on / off. Speed test. Install latest hub/router. We shall see!

Re: Speed Guarantee (BT to EE)

Peter_W — Fri, 29 Nov 2024 11:27:33 GMT

Thanks for the update here @finn17.

Please keep us posted on how you get on 😊

Peter

Re: Speed Guarantee (BT to EE)

B33nas1984 — Fri, 13 Jun 2025 14:51:54 GMT

Having the same issues and just get fobbed off. My internet has gone down and took almost an hours.

they have not offered any gogw being a customer for over 30 years pretty poor. Working from home losing over an hour

will be looking at other options when due to be changed