topic Re: Poor internet connection / speed in Broadband & Landline

Poor internet connection / speed

arch0225 — Mon, 01 Dec 2025 19:16:56 GMT

Ive contacted EE on at least 3 occasions as my devices cannot stream something as simple as my EE TV or netflix etc without dropping out every 5 minutes.

Every time I get through to EE they check my speed (as I do myself) and confirm the speed is showing as fine / more than capable of streaming. Go through the usual rebooting and resets. Ive even been set a new hub before.

If it does fix, its for a week before its back to how it was.

To stream anything currently I have to hotspot to my mobile.

Quite frankly frustrated by the lack of support and investigation into my issue.

Re: Poor internet connection / speed

XRaySpeX — Mon, 01 Dec 2025 19:50:15 GMT

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

Re: Poor internet connection / speed

arch0225 — Mon, 01 Dec 2025 19:56:57 GMT

Essential Fibre 67 - no WiFi extenders as in a small 1 bedroom apartment.

Hub is the newer smart Hub

Re: Poor internet connection / speed

XRaySpeX — Mon, 01 Dec 2025 19:59:23 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: Poor internet connection / speed

arch0225 — Mon, 01 Dec 2025 20:08:20 GMT

Here is the speed test

https://www.thinkbroadband.com/speedtest/1764619407738927755

Re: Poor internet connection / speed

Rach_H — Wed, 03 Dec 2025 17:14:23 GMT

I understand your concern @arch0225.

What have the team advised when you've told them the problem keeps recurring?

Rach

Re: Poor internet connection / speed

arch0225 — Wed, 03 Dec 2025 17:48:00 GMT

Essentially keep doing the same usual reboots and diagnostics checks. Then confirm speeds showing as fine (which I tell them it does). Then close the complaint and say if it persists to press the link to call again. I do that and then the loop continues.

I currently have to use mobile data to open website links or send whatsapp messages. And cant load streaming services without having to keep starting and reloading them multiple times an episode just to watch an extra 5 minutes before the next drop out.

I have reset my TV and phones fully including network settings snd the issue is still there.

Distance from router not the issue as ethernet is in.

So im a bit lost and the support from the technicians I have spoken to seems to be quite lacklustre

Re: Poor internet connection / speed

Rach_H — Wed, 03 Dec 2025 17:56:02 GMT

Do you have problems with your devices dropping connection when you aren't streaming @arch0225?

Rach

Re: Poor internet connection / speed

arch0225 — Wed, 03 Dec 2025 18:42:25 GMT

Yes, wifi often isnt strong enough to send whatsapp messages without a delay, refresh a news feed on a social media app, open website links etc.

Re: Poor internet connection / speed

Leanne_T — Thu, 04 Dec 2025 09:20:58 GMT

Hi @arch0225

Thanks for coming back to us.

The connection will need to be looked into again for you. I would suggest getting back in touch with our tech guides to complete further troubleshooting. Or, if you've had a complaint closed you can fill in the complaints form and one of the complaints team will get in touch directly with you.

Let us know how you get on.

Leanne.