topic Re: Incredibly disappointed with speed in Broadband & Landline

Incredibly disappointed with speed

qusvz — Sun, 04 May 2025 20:19:13 GMT

I previously posted about a man at the door advertising that fibre 50 was my available top speed! Yet it was not, i then contemplated upgrading to fibre 67. Now it doesn’t show up on my deals.
why can’t I go from fibre 50 to fibre 67. The speed is extremely poor and everything cuts out from tv to YouTube. It is terrible. My experience so far has been horrible and now I’m locked into this silly contract. It seems that the speed has become extremely bad after the testing phase closed. Sky was much better, it was smooth. I’m happy to pay extra for the upgrade but getting the to load is a nightmare even when using my mobile data. I ask for someone at EE to help me upgrade. As I’m stuck with you for 2 years the least you could do is help me out a bit and try to better my experience a tad.

Re: Incredibly disappointed with speed

qusvz — Sun, 04 May 2025 20:20:07 GMT

The EE website terrible. Only letting me down grade. If fibre 50 is that bad then fibre 36 probably won’t even let you use Google.

Re: Incredibly disappointed with speed

JimM11 — Sun, 04 May 2025 20:44:34 GMT

@qusvz If anything like my move from Sky to EE, took OR 3 months to sort out, the EE Router hated the cable connection, the Sky SR203 never had a problem, OR Eventually OLD school engineer fixed cabling issue, sweet from then for 5 months then over onto full fibre. You will have to persist with EE to get sorted.

Re: Incredibly disappointed with speed

XRaySpeX — Sun, 04 May 2025 21:49:12 GMT

I doubt you'll notice much diff in going from Fibre 50 to Fibre 67. I never did in going from Fibre 38 to Fibre 76.

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.

Re: Incredibly disappointed with speed

qusvz — Tue, 06 May 2025 12:34:17 GMT

Thanks.

I have no idea on how to access the first point.

I have screen shots of the 2nd and the 3rd point it won’t load.

I’ve used it before and it said my buildings max speed is 67mbps. I do live in a block of flats if that means anything.

Re: Incredibly disappointed with speed

qusvz — Tue, 06 May 2025 12:38:28 GMT

Thanks.

I have the fibre 50 plan.

Re: Incredibly disappointed with speed

XRaySpeX — Tue, 06 May 2025 12:54:09 GMT

@qusvz :

Login to your EE Smart Hub/Router at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router.
That's a nice flat speedtest. It just doesn't go as fast as it might. Looks as if Fibre 67 would be of no further use to you.
How far the BTw Checker get? If you don't have a landline no. choose the Addy Checker from the 3-bar gate menu at top.

Re: Incredibly disappointed with speed

qusvz — Tue, 06 May 2025 15:20:15 GMT

Okay, I had to use screenshots from a month back of the bt address checker.

but here-

Re: Incredibly disappointed with speed

XRaySpeX — Tue, 06 May 2025 16:46:20 GMT

If last month's BTw Checker results are still valid that line's good for 80 Meg. Thereby Fibre 67 would be a benefit.

However the router is only sync'ing at 39 Meg (for 10 days). I just don't like the discrepancy with the EE app speedtest of 48 Meg. The router must know the true state of affairs.

Re: Incredibly disappointed with speed

qusvz — Tue, 06 May 2025 16:49:08 GMT

Thank you.

so I’m not getting the speed I’m supposed to be getting and I’m neither on the best package available.
unfortunately the website won’t allow me to upgrade like it offered last month.
This is doing my gears in so looks like I’m going to have to call them up as I can’t have this speed for 2years lol

Re: Incredibly disappointed with speed

XRaySpeX — Tue, 06 May 2025 17:03:45 GMT

You are probably exceeding their guaranteed speed & so would have no comeback.

As the actual speed is so much lower than would be expected you could try rebooting the router & posting the router stats again (point 1.)