topic Re: Dreadful supply speeds on 900 full fibre! in Broadband & Landline

Dreadful supply speeds on 900 full fibre!

mpaulpearson — Thu, 06 Feb 2025 08:26:13 GMT

Re: Dreadful supply speeds on 900 full fibre!

mpaulpearson — Wed, 05 Feb 2025 18:15:49 GMT

Had nothing but similar since moving over from BT full fibre 900 to EE 900. Ridiculous, every time they all come home from school and or work it drops to unusable! Ee customer service is dreadful! Worst thing we have done is take a cold call from an EE sales shark promising £64 month cheeper and the same service....... frustration and poor service and download variable ever since Oct!

Re: Dreadful supply speeds on 900 full fibre!

mpaulpearson — Wed, 05 Feb 2025 18:40:15 GMT

Still the same now, but probably worse after their massive advertising and sales campaign! Like selling 150 car park places in a residential car park of only 100 places, but surprised when everyone arrives home to use them at the same time!

Re: Dreadful supply speeds on 900 full fibre!

mpaulpearson — Thu, 06 Feb 2025 08:27:28 GMT

At 8.30 it'll be nearer 900, but won't stay there!

Re: Dreadful supply speeds on 900 full fibre!

Mustrum — Thu, 06 Feb 2025 09:06:05 GMT

@mpaulpearson what service are you on, and which router model and firmware version is it on?

It sounds from what you said this is a regular thing, could it be that a device or more than one is uploading or downloading backups to an online cloud service?

Re: Dreadful supply speeds on 900 full fibre!

Rach_H — Thu, 06 Feb 2025 09:13:54 GMT

Hi @mpaulpearson

Welcome to the Community!

I'm sorry to see you're not getting the service you'd expect. Have you spoken with our broadband team about the problems you've been having?

Rach

Re: Dreadful supply speeds on 900 full fibre!

mpaulpearson — Thu, 06 Feb 2025 09:29:02 GMT

For the last few months and multiple open reach appointments, all confirmed its congestion. Fine when everyone goes to work/school but EE systems absolutely can't cope when everyone is at home. Bit like selling 150 car parking permits for a residential estate with only 100 space car park, and then being surprised that everyone might want to be at home at the same time!

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Re: Dreadful supply speeds on 900 full fibre!

mpaulpearson — Thu, 06 Feb 2025 09:31:02 GMT

Can't change the data being supplied!

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Re: Dreadful supply speeds on 900 full fibre!

Mustrum — Thu, 06 Feb 2025 09:51:27 GMT

@mpaulpearson wrote:
Can't change the data being supplied!

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@mpaulpearson not sure what you mean by this.

However since my earlier reply, it seems @Rach_H or someone else has combined your posts into one thread which now gives a bigger picture.

You mention congestion which fits with my earlier reply, the key question is that caused at your end or somewhere in the EE network. If you have multiple people in the household all streaming 4k content in the morning you can easily be the cause of the congestion, especially if it all goes back to normal when they leave the property..

However, if there is nothing else connected to your router, no other apps running on your device and it is one connected via ethernet and you get the same low results then the congestion points more at the EE network.

HTH narrow down the problem location.

Re: Dreadful supply speeds on 900 full fibre!

mpaulpearson — Thu, 06 Feb 2025 09:59:02 GMT

Yes, see original posted comment. Dreadful (inconsistent) supply speeds on 900 full fibre! I'm not the only one.

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Re: Dreadful supply speeds on 900 full fibre!

Mustrum — Thu, 06 Feb 2025 10:09:29 GMT

@mpaulpearson rather than the way you put it, it seems you are trying to squeeze 150 cars into a 100 space car park at certain times of the day. Have you considered it that way round?

Re: Dreadful supply speeds on 900 full fibre!

mpaulpearson — Thu, 06 Feb 2025 11:15:02 GMT

Go away!

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Re: Dreadful supply speeds on 900 full fibre!

Ewan15 — Thu, 06 Feb 2025 11:50:04 GMT

@mpaulpearson Just so I understand you had no issues with 900mbps when with BT using Smart Hub 2?

When you transferred to EE you would have simply been moved across to EE and been sent a Smart Hub Plus router to use instead. As you can get 900mbps then it looks like the Openreach infrastructure is OK.

It is however a contended service with up to 30 users sharing 2.5gbps. This means that at peak usage times speeds could potentially get as low as around 80mbps.

You have noticed a pattern of sorts, in that speeds drop right back when your children are home. If I was you I would find out if your children's internet usage has changed in some way and maybe check their devices for malware.

Re: Dreadful supply speeds on 900 full fibre!

mpaulpearson — Thu, 06 Feb 2025 15:25:02 GMT

Hello, not my children at home! Dreadful supply speeds provided!

The point I am making is I do not receive what I am signed up to 900 full fibre, possibly because they have sold massively (I suggest beyond their capacity) and I live in a residential area!

Very low demand in my house! Can t even conduct a teams call sometimes (as the only use of the system) or watch TV (as the only use of the system). Alexa lost contact (again, every time it drops Alexa needs re-pairing).

I wonder if other EE customers have the same? I don't need to be advised how to correct the supply I am receiving (note: not what I am using, I know the difference).

Observation: the speed received today without using anything, has been between <10 and 900 plus! It is now dropping again, and when everyone in the street returns home from work and school it'll be dreadful again, although my demand in my house has remained the same, very low.

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Re: Dreadful supply speeds on 900 full fibre!

Ewan15 — Thu, 06 Feb 2025 16:26:27 GMT

@mpaulpearson Do you know anyone else in your street who is an EE customer or who is on Fibre where the connection is supplied by Openreach?

(Where I live it is easy as the only Fibre provider is Openreach.)

If so are they experiencing the same issues as yourself?

It sounds like someone is hogging all the available bandwidth

Occasionally somebody on Fibre may decide to replace their ONT with a plug in SFP module or something else. Whilst this is not allowed it is possible. If it is not done right it can cause major disruption for everyone on the same network segment.

It sounds like the issue lies with your network segment or shared Fibre which can be used by various ISPs not just EE.

For example my neighbour is on SKY fibre.

Another possibility is dirt in the fibre connection. When Openreach have visited have they ever disconnected the green lead from the ONT and cleaned it? (They have a special tool for doing this)

Hope this helps

Re: Dreadful supply speeds on 900 full fibre!

Mustrum — Thu, 06 Feb 2025 21:44:04 GMT

@mpaulpearson It might be worth a couple of points which may help.

This is a user forum, no one has account access or as onl knows what isues you have been having, until you explain them. You seem to have posted on a couple of other threads but someone combined them - one of my biggest gripes on this forum as it it is not clear when this is done or who has done it.

So now if you look back on the thread, you may be able to understand why I came to the conclusion that it was your household that was causing local congestion. Now we know that is not the case, the question I would be asking is why EE keep sending Openreach engineers who just repeat the issue is congestion.

I am unsure of the process for Full Fibre, but I suspect it will be similar to ADSL/VDSL and that key points on the entwork will be monitored for capacity issues, and adjustments made to reduce customer impact and service performance.

So in your case, I suggest it would help if you were able to pint out you have had numerous (tell them how many) engineers out, all of which reported the same congestion issue and that your issue needs to be escalated to the capacity planning team.

Not sure how long your issue has been going on, but most ISP's ask for 30 days to fix an issue and if it is not, then you should be asking to leave free of termination charges. How you then move forward is up to you.

Hope this and the previous posts help you get your issues sorted.

Re: Dreadful supply speeds on 900 full fibre!

JimM11 — Fri, 07 Feb 2025 10:09:40 GMT

@mpaulpearson This information below is extracted from how OR the network provider try to do/compensate etc and has nothing to do with what EE/BT the ISP Broadband provider has any say in.

1. FTTP is a contended service, up to 32 users can be sharing the 2.5Gb backhaul, so you can never expect the full speed all the time, you may get 900mb when there are fewer people using it. I expect that you are sharing the backhaul with many users. If everyone was using it fully, you may only get 78mbs. Its called statistical multiplexing, which relies on the fact that all users are not utilising their connection fully, all of the time.

BT quote up to 900mb, so you are likely to get much less than that during peak times.

Speed tests pass very little data, so normally give a much higher speed.

2. The max OR connect to a splitter is 30 ( 32 is the splitter maximum but policy is 30 ) not every CBT port provided is likely to have a customer using it , so unless on a ‘new site’ that has no alternatives to OR FTTP the actual number on a splitter is likely to be way less , OR currently have about a 30% take up, so maybe 10 users per splitter , plus the majority don’t take 900Mb but slower profiles , and the chances of those ‘on line ‘ at any one time all and doing something intensive, rather than browsing / Netflix that may be consuming less than 30-100Mb , is slim , that’s why there is a 700Mb minimum speed guarantee on 900Mb …..the 2.4Gb will be plenty ,you would have to be incredibly unlucky to have any consistent congestion.

If you suspect PON congestion, try at a time when there won’t be much activity, late evening or early morning .

Although you have tried somethings to ‘ isolate’ the problem , the most obvious thing to do ( that you haven’t apparently tried ) is use the BT router , without doing that , you haven’t really proved anything , your third party router may great , but even great routers can be mis configured or faulty