topic Re: EE Fault reporting - and endless loop in Broadband & Landline

EE Fault reporting - and endless loop

RobinS49 — Thu, 03 Apr 2025 17:47:41 GMT

I have poor performance on broadband - self testing shows 5Mb or less and similarly poor upload.

Text HELP as instructed, 'We're running tests,...'

Then ... 'we need to send an engineer... we'll book an appointment automatically'

Then ... 'We can't make an automatic booking, please call 0330-1234-150'

So I call the number and via bot it throws back to the messaging system where I first started..

AAAAGH I used to work in the IT industry and whoever designed and tested this should be sacked

How do I bypass the useless fault reporting and get to a human being, as I have managed to do in the past. Broadband faults are fairly regular in my area, not least because of decayed local aluminium cables...

Re: EE Fault reporting - and endless loop

Chris_B — Thu, 03 Apr 2025 20:20:40 GMT

@RobinS49 Just call customer support from your phone and select the appropriate option. Don’t select option 1 mind you.

Re: EE Fault reporting - and endless loop

XRaySpeX — Thu, 03 Apr 2025 20:43:48 GMT

You don't say what speeds you should be getting.

What is the name of the EE BB plan are you on including its speed? What EE router & WiFi extenders do you have (read label or post a pix)?

Re: EE Fault reporting - and endless loop

RobinS49 — Fri, 04 Apr 2025 13:20:15 GMT

Fortunately I got another response to the text messages - engineer due next week...

We have a semi resident Openreach can in the village. Be cheaper for them to install new cables

Re: EE Fault reporting - and endless loop

RobinS49 — Fri, 04 Apr 2025 13:24:32 GMT

Standard stuff - 20-30Mb. About 800m from the cabinet so normally fine. Standard EE hub, installed last year to replace BT. No extenders - Ethernet to NAS and TV/Apple TV. It's not internal - local broadband is very flakey - ancient local cables . Openreach engineers semi-resident in the Village.
(Was in IT industry for decades... )

Re: EE Fault reporting - and endless loop

XRaySpeX — Fri, 04 Apr 2025 14:01:01 GMT

Welcome to EE's Home Broadband Forum.

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 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.