topic Re: Guaranteed Download Speed in Broadband & Landline

Guaranteed Download Speed

Stewart481 — Tue, 25 Aug 2026 17:30:58 GMT

Since visit today by Kelly Comms to fix broadband regular drop out my upload speed has dropped from guaranteed 30Mbps to 20Mpbs how do I get to someone to get this fixed? Calling 'the number' just gets the line being checked option and nothing else. Oh for at least a chat bot or the old BT 150 with people!

Re: Guaranteed Download Speed

JimM11 — Tue, 25 Aug 2026 17:43:55 GMT

@Stewart481 You may wish to look at your service details, there is no such guarantee for anything upload speed wise, so you will be wasting your time. No chat available for anything home Broadband wise.

Broadband Help | EE

Re: Guaranteed Download Speed

Stewart481 — Tue, 25 Aug 2026 18:10:10 GMT

Typo in the body of my message - it was meant, as in the Subject, Guaranteed Download Speed

Topic remains as: Since visit today by Kelly Comms to fix broadband regular drop out my download speed has dropped from guaranteed 30Mbps to 20Mpbs how do I get to someone to get this fixed? Calling 'the number' just gets the line being checked option and nothing else. Oh for at least a chat bot or the old BT 150 with people!

Update - I now have another visit in a couple of days so an SMS says.

Same question how does anyone get to talk to someone?

Re: Guaranteed Download Speed

JimM11 — Tue, 25 Aug 2026 18:20:04 GMT

@Stewart481 With such low speeds are you still on a copper connection such as FTTC to the home, your recovery period is now ten day's and hopefully the Engineer said leave it all alone if everything was fine his side.

To talk to EE just call them, hold on the line and eventually you will get to a guide, landline or EE mobile just dial 150.

ee.co.uk/help/contact-ee/technical-support

Re: Guaranteed Download Speed

XRaySpeX — Tue, 25 Aug 2026 18:39:04 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.

Try calling EE CS on the Freephone no.(Opt 1) in my sig.

Re: Guaranteed Download Speed

XRaySpeX — Tue, 25 Aug 2026 18:38:39 GMT

Rather than posting duplicate posts you had 1 hour to edit your original post.