topic Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved in Broadband & Landline

Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

JamesGunatilake — Wed, 11 Jun 2025 07:56:47 GMT

Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved After Multiple Engineer Visits!

Hi all,

I’m reaching out to see if anyone else is experiencing similar issues or has managed to get this resolved.

I’ve been having serious broadband issues with EE for weeks now – unusable levels of packet loss, jitter, and latency. Multiple engineers have visited my property, yet the issue still persists with no clear resolution in sight.

Average latency is consistently high

Jitter is erratic

Packet loss ranges between 1% to 16% (with some pings spiking to nearly 4000ms)

This is not a minor inconvenience – it’s making the connection completely unreliable, especially for work and real-time use like video calls or streaming. I’ve documented everything with screenshots and monitoring tools.

EE customer support has been contacted multiple times, but I’ve yet to receive a definitive fix or escalation to a team that can sort this out properly.

Has anyone had success getting EE to seriously address line quality issues like this? Any tips on how to push this further, or do I need to go down the complaint/OFCOM route?

Appreciate any advice or shared experiences.
Thanks,
James
[mod edit to remove private information]

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

XRaySpeX — Tue, 10 Jun 2025 10:21:46 GMT

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

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

JamesGunatilake — Tue, 10 Jun 2025 10:28:52 GMT

I'm on the Essentials Fibre 67 plan, which costs £32.99 per month. My router is the Smart Hub Plus, and I don’t use any WiFi extenders. Let me know if you need more details!

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

XRaySpeX — Tue, 10 Jun 2025 10:30:40 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.

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

JamesGunatilake — Tue, 10 Jun 2025 10:39:44 GMT

Here are my router statistics:

Product Code: SH31B
Firmware Version: r2.72.3-R-1302579-PROD-83002
Firmware Updated: N/A
GUI Version: 2.36.9

DSL Uptime: 2 Hrs 27 Mins
Data Rate: 18.68 Mbps / 76.71 Mbps
Data Sent / Received: 101.2 MB Uploaded / 911.07 MB Downloaded

Firewall: On

Main WiFi:

2.4 GHz Wireless Channel: Smart (Channel 11)
2.4 GHz Wireless Security: WPA3-Personal-Transition
5 GHz Wireless Channel: Smart (Channel 100)
5 GHz Wireless Security: WPA3-Personal-Transition

Compatible WiFi:

2.4 GHz Wireless Channel: Smart (Channel 11)
2.4 GHz Wireless Security: WPA2-Personal
5 GHz Wireless Channel: Smart (Channel 100)
5 GHz Wireless Security: WPA2-Personal

Let me know if you need any further details!

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

JamesGunatilake — Tue, 10 Jun 2025 15:38:57 GMT

ITs getting worse

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

Mustrum — Tue, 10 Jun 2025 22:18:34 GMT

@JamesGunatilake is that the only way you notice the issues?

Sending pings may not be the best way to diagnose issue, or if you do at least choose a site designed to accept them - there are a few pingbox sites you could try, but try and find one at least in the UK.

You could also try a broadband quality monitor, ThinkBroadband do one if you are able to set your hub to responds to pings.

Your speeds seem reasonable, but why did your line/router reset a couple of hours from when you showed the stats, how often does this happen, and what about the BTW availability ?

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

JamesGunatilake — Sat, 14 Jun 2025 21:38:57 GMT

Just wanted to share a quick update on the situation.

I’m still paying £32/month to EE for an internet connection that is practically unusable. The packet loss and latency issues have been ongoing for weeks now, and nothing has improved. Basic browsing, video calls, streaming—completely unreliable.

I’ve raised multiple complaints, but EE has failed to resolve or even properly diagnose the issue. They sent an Openreach technician (who was polite and did his best), but the root problem persists. Clearly, it's either beyond their technical capability or being completely ignored.

No meaningful support. No accountability. Just radio silence from EE while I continue paying for a service I can’t use.

At this point, I’m actively looking at other providers. If anyone here is considering EE—I’d seriously reconsider.

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

Mustrum — Sat, 14 Jun 2025 22:49:24 GMT

@JamesGunatilake no one on this public forum has account acces or knows who you are or the issues you have reported.

The router and speed stats you have shown do not indicate any issuesand you have not shown or said what and when you are having issues.

Hard to know what else to suggest.

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

Ste13021 — Tue, 29 Jul 2025 21:11:30 GMT

Im having the exact same issue feeling like iv been done over.

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

Leanne_T — Wed, 30 Jul 2025 08:01:32 GMT

Hi @Ste13021

Thanks for coming to the community.

Our Fix An EE Broadband Connection Problem page has steps to try and troubleshooting to help you get this sorted.

Leanne.

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

Ste13021 — Sat, 18 Oct 2025 14:51:38 GMT

Leanne i have tried everything you guys suggest... iv even went out and had to buy a Asus GT-AXE11000 makes it more stable but the Reliability of EE is an Absolute joke... i seriously wish i never switched From Virgin... might be more expensive BUT THEIR DAMN MORE RELIABLE Downlooading is fine its the "constant streaming" its like theirs a car on the highway that decides to jam on his brakes so all the data behind gets backed up... and until it clears you have SERIOUS LAG or freezing. 3 engineers 3 open reports of complaines And yet AGAIN ZERO help from yous replaced the router...yous have replaced the ONT even told me to turn off my wifi boost box? (totally goes against why i got it) and thirdly who releases a router without basic SQM? its 2025.

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

Alex_H — Sun, 19 Oct 2025 14:35:14 GMT

@Ste13021 I am sorry you have had continued issues after previously speaking to our technical support team. I appreciate it can be frustrating when you are unable to get an issue resolved that is impacting you. If you do feel you have not gotten a resolution to your previous complaints, you can submit a complaint to our executive team via our webform.

Alex

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

JimM11 — Sun, 19 Oct 2025 17:00:01 GMT

@Ste13021 Is the Asus gaming router working for you without flaw!

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

Ste13021 — Sun, 19 Oct 2025 17:32:46 GMT

i wouldnt say flawless but since it has SQM "smart Que Management" its alot more reliable id say i still get 25% of jitter, but compared to the EE router its night and day differece, videos actually load when clicked on haha and when on video confrence calls its alot more stable also devices seem to stay connected alot better and alot let jitter when all devices are on at once 🙂

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

JimM11 — Sun, 19 Oct 2025 17:40:06 GMT

@Ste13021 Was just trying to find out if i could rule the fault as all EE Router based, but with your answer then that cannot be said, rather unfortunate, so now more has to be done to pin it down! As you have just posted and there is NO history to go against apart from conversations with EE that you have had, would be needed now for you to say what is going on regarding the issue that you have. The more detail you give then the better it is to see what can be done with help from the Forum!

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

Ste13021 — Fri, 24 Oct 2025 11:45:48 GMT

well guys dont expect EE to fix this after days of being messed around finally been told since its not a speed issue their not going to do anything hahaaa... even though LOTS of people are suffering with JITTER because its not their equipment and they 3rd party through openreach their not going to do anything and i have to go through the ombudsman... what a joke this company is.. clearly proven my issues with videos and print screens for them to wipe their hands with me what an absolute joke and anyone who reads this GO WITH ANY OTHER COMPANY THAN EE THEY WILL NOT HELP YOU THEY JUST WANT YOUR CASH.

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

Ste13021 — Fri, 24 Oct 2025 11:59:43 GMT

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

JimM11 — Fri, 24 Oct 2025 12:48:42 GMT

@Ste13021 You have reached the impasse stage now, if EE say there gear is working fine then that's it, they cannot support and will not be able to do anything apart from look at there own equipment. Have they given you any choice as to what is going to be the next step!

Re: Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

XRaySpeX — Fri, 24 Oct 2025 12:59:41 GMT

@Ste13021 : Did you reach this impasse by lodging a formal complaint & reaching a deadlock? If so, your next step is Alternative Dispute Resolution (ADR).