topic Re: EE App Will Not Run a Speed Test in Broadband & Landline

EE App Will Not Run a Speed Test

Will182 — Tue, 01 Apr 2025 12:51:38 GMT

I saw a number of previous posts at the end of last year that people were having issues with the EE App after being moved over from BT.

We only moved over in Feb/March and are having the same issues. I want to try and run the tests because our wifi connected house alarm keeps dropping connection and waking everyone up each night so trying to work out the issue (only started since the new EE WIFI).

Spoke to EE Customer service and they said they were not aware of the problem so wanted to see if others were still having an issue.

Re: EE App Will Not Run a Speed Test

Ali_A — Tue, 01 Apr 2025 16:39:11 GMT

Hi @Will182

Welcome to the EE Community!

Sorry to hear you're facing an issue with the EE app. Have you tried clearing the app cache/cookies, and reinstalling it?

You can run a speed test on Ookla.

To test any issues you may be having with your broadband, you can have a look at Fix an EE broadband connection problem, where you can test your line services.

However, if it's the Wi-Fi that is dropping, you may want to check if your router is set up for 2.4GHz, rather than 5GHz, for your home security to connect through.

Ali

Re: EE App Will Not Run a Speed Test

SBowler — Thu, 03 Apr 2025 06:38:48 GMT

Yes, it was working up to about a week ago but now the speed test won’t run.

Re: EE App Will Not Run a Speed Test

Christopher_G — Thu, 03 Apr 2025 09:37:38 GMT

Which router do you have, @SBowler?

Have you tried deleting and re-downloading the app?

Chris

Re: EE App Will Not Run a Speed Test

SBowler — Thu, 03 Apr 2025 09:54:39 GMT

Yes, tried re-downloading. The message says it’s down to EE and try again later. We have a smart hub pro.

Re: EE App Will Not Run a Speed Test

Christopher_G — Thu, 03 Apr 2025 15:05:25 GMT

Have you tried deleting and re-downloading the app, @SBowler?

Chris

Re: EE App Will Not Run a Speed Test

TheLoon — Thu, 03 Apr 2025 15:30:59 GMT

I have the exact same problem, with the pro hub

Re: EE App Will Not Run a Speed Test

XRaySpeX — Thu, 03 Apr 2025 16:40:40 GMT

@Will182 , @TheLoon : Welcome to EE's Home Broadband Forum.

1. Post your full router stats:

For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs. Also post the Home > Status page.
For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
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 speedtest, preferably wired 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: EE App Will Not Run a Speed Test

Boris1951 — Thu, 03 Apr 2025 19:38:11 GMT

I am also having issues with testing my speed through both the app and EE website. I have contacted support and they tell me my speeds are ok but independent speed checkers sy differently. Howare we supposed to know when we have a problem with broadband. My TV pixelates and EE say there are no problems. Going round in circles ! Ive deleted the app and reinstalled it but still the same. Never had a problem with the BT app

Re: EE App Will Not Run a Speed Test

XRaySpeX — Thu, 03 Apr 2025 20:15:48 GMT

@Boris1951 : When your speedtest is wildly awry from your sync speed.

Re: EE App Will Not Run a Speed Test

OutlanderTomtom — Sun, 13 Apr 2025 11:44:55 GMT

I too am having trouble getting the Speed Test to run. Everything else is fine. I can see the network and all the connected devices etc. It's just the speed test. Annoying! All I get from EE is reinstall the app and reboot the router. Well, done that two or three times. A router factory reset was suggested but b*gger that, I'm not chasing round with passwords and SSIDs again.

Why can't they fix that which is clearly an EE problem?

Re: EE App Will Not Run a Speed Test

Weety — Sat, 26 Apr 2025 20:03:49 GMT

EE still do not appear to have fixed it

even with phone app updates, and a new speedtest display, it still fails

Re: EE App Will Not Run a Speed Test

Profile closed — Sat, 26 Apr 2025 21:06:22 GMT

@Weety

Yes. I saw that today. Was hopeful with the new display - but no, still failed.

Oh well 🤷🏼

Re: EE App Will Not Run a Speed Test

Weety — Tue, 06 May 2025 18:35:14 GMT

And it’s still broken after a never version of the phone app (5.6.1.0)

I wonder if EE even read these posts

Re: EE App Will Not Run a Speed Test

TheLoon — Tue, 06 May 2025 18:38:14 GMT

I have given up

Re: EE App Will Not Run a Speed Test

T2E — Wed, 28 May 2025 10:45:15 GMT

The 'we're all one company' is a nonsense. I've been bomboarded with cutprice deals from BT, I am shown better deals on EE now I've switched, the switch was carnage, and now the app is useless. Can't even run it's own speed test. I deeply regret switching, but like anything BT want you to do, service levels drop until you have no choice. Made a complaint, zero response. Ombudsman next.

Re: EE App Will Not Run a Speed Test

JimM11 — Wed, 28 May 2025 10:47:54 GMT

@T2E Take it you are really surprised by it all!

Re: EE App Will Not Run a Speed Test

Profile closed — Wed, 28 May 2025 10:59:06 GMT

@T2E

Same. Amidst internal ructions at BT, I’ve read they’ve reconsidered the push to get the consumer side over to EE. And now I’m getting offers from BT on fibre and TV, tho not mobile.

But I can’t be ar5ed. After months of complaints, stress, compo - it’s finally all working (speed test aside) although from BT’s 1 A/C 1 bill, I now have 3 accounts and 3 bills.

In our house the router actually delivers better WiFi coverage, so I’m not going to throw it all up in the air again, esp as it seems BT still won’t take back mobiles. Lifes too short.

🤷🏼

Re: EE App Will Not Run a Speed Test

JimM11 — Wed, 28 May 2025 11:05:02 GMT

@Profile closed Anything for that peaceful, restful and stress free environment, talk about playing it safe now and not upsetting the apple cart!!!🤣👍👍

Re: EE App Will Not Run a Speed Test

T2E — Wed, 28 May 2025 11:11:40 GMT

Always hope for better. Always horrified by how bad it gets. The poor staff are so badly trained and on targets and call time limits etc. it means that when you seek support it often just compounds problems and makes things worse. I detest call centre corporates hiding behind likely their lowest paid staff. What a horror of a job it must be.