topic Re: Speed far below what I pay for in Broadband & Landline

Speed far below what I pay for

jario5615 — Fri, 02 Oct 2026 17:52:50 GMT

So I've had issues for about 4 days now with my Broadband speed, both wired and on WiFi. It works, but I pay for a speed guarantee of 700mb and its not reached 100 since Tuesday, and I'm starting to get frustrated. I've contacted support twice, and whilst the first call was great and we went through every possibility it could've been, nothing worked so he ordered a new cable for me to see if that would fix it and to call back if it didn't. I explained this to the person I spoke to yesterday but was just told to observe it and I would be called back today. Well I did and nothing has changed, and I didn't get a callback either.

Has anyone had any similar experiences to help resolve this, and how do I get onto EE about reimbursement as they have not been able to fulfil their speed guarantee?

Re: Speed far below what I pay for

XRaySpeX — Fri, 02 Oct 2026 18:02:08 GMT

What were speeds like before these last 4 days?

What speeds are reported by running the speed test in the EE app? That will not only measure the raw BB connection speeds you are getting at the router as well as speeds to the device from which you are testing.

See EE Broadband and Speed Guarantees

If it is a neighbourhood issue, you could consult Check service in your area to see if any faults are being attended to in your local area. You may also Report a Problem there.

Text HELP to 66033 to get EE to test the line & see what needs doing.

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

Re: Speed far below what I pay for

jario5615 — Fri, 02 Oct 2026 18:00:49 GMT

Internet speed reads between 93-97mbps in both down and up to the hub from outside. Model is the Smart hub 6. I've tried checking the fault in the area using the app but it errors out before completing and has said try again later for 4 days straight now. And the plan is Full Fibre Gigabit

Re: Speed far below what I pay for

jario5615 — Fri, 02 Oct 2026 18:02:47 GMT

This is what the speed test returns for me

Re: Speed far below what I pay for

jario5615 — Fri, 02 Oct 2026 18:07:13 GMT

And before the last 4 days, speeds were normal, usually at or a bit above 900mbps

Re: Speed far below what I pay for

JimM11 — Fri, 02 Oct 2026 19:03:11 GMT

@jario5615 Have you reset the EE Hub and also the ONT, looks like the wan connection for either/both has synced on the 100Mb/s Ethernet port, if you were to web manager look at the status then that would tell you what the speed is at, should be 1000Mb/s....

Wan link speed 1000Mb/s is what you need to see.....

No refund for that condition.

Re: Speed far below what I pay for

jario5615 — Fri, 02 Oct 2026 19:01:04 GMT

Yep reset both several times and no luck, still only getting a max of 97mb to the hub from the ONT

Re: Speed far below what I pay for

jario5615 — Fri, 02 Oct 2026 19:24:50 GMT

Here's what the WAN speed says. its getting 100 when it should be a lot more

[Image Rejected - Kindly avoid posting serial numbers on the public forum]

Re: Speed far below what I pay for

JimM11 — Fri, 02 Oct 2026 19:29:45 GMT

@jario5615 Pictures have to be checked and cleared for viewing so currently not seen, just switch ONT off for 5 mins, hub as well start ONT first and when Power/Pon solid green start your EE Hub up after that, look see but you need 1000Mb/s on the wan if 100Mb/s then that is all you will ever get.

That is why a cable was sent, the EE CS suspected your cable was bad, starter for 10 as Bamber would have said.

Mod has rejected you posted image, so just do the reset and see where it goes, if you look at the sample for mine see the blanked out they do get picky at times.

Re: Speed far below what I pay for

XRaySpeX — Fri, 02 Oct 2026 19:18:04 GMT

Don't worry, the images were awaiting approval. I have now done so & they should appear soon.

Re: Speed far below what I pay for

jario5615 — Fri, 02 Oct 2026 19:28:59 GMT

I've switched both off for about 10 mins and restarted them. WAN link speed still says 100. It's odd since I've had 1000 for well over a year now and its just randomly changed without warning.

Re: Speed far below what I pay for

jario5615 — Fri, 02 Oct 2026 19:31:28 GMT

Reposted just the WAN link speed now, after the 10 min reset, still 100mbps

Re: Speed far below what I pay for

JimM11 — Fri, 02 Oct 2026 20:02:13 GMT

@jario5615 Then Bad cable, bad Hub or bad ONT, one off the three take you pick.

It requires the full 8 connections on the RJ45 cable/socket/pins to make a 1Gb/s Ethernet connection, one failure it will drop back to 4 wire connection that is at 100Mb/s interface speed. You can have a bad connection if the plugs are not seated correctly either the Wan port of the EE Hub, or the ONT Ethernet socket. Try pulling cables out and reseating them first.

Failed FW update on the EE Hub, so have a look at yours this is were it's going to linked below.

FW: r5.19.1-R-2036010-PROD-83002 and the gui is at App version 3.17.5 17/09/2026

Re: Speed far below what I pay for

XRaySpeX — Fri, 02 Oct 2026 19:37:56 GMT

Bad cable is Weakest Link!

Re: Speed far below what I pay for

jario5615 — Fri, 02 Oct 2026 20:07:26 GMT

I've found the issue. Looks like one of the contacts for the port on the ONT has come loose, which is causing the bad connection. I'll see if I can reseat it which might fix it

Re: Speed far below what I pay for

JimM11 — Fri, 02 Oct 2026 20:13:58 GMT

@jario5615 Just be careful they are delicate.

Re: Speed far below what I pay for

JimM11 — Sat, 03 Oct 2026 08:02:34 GMT

@jario5615 Picture cleared and you are correct pin is out the pin guide and a real good chance it may not contact with the RJ45 plug pin, if you don't get it back just report it to EE CS and they will need to get OR to supply new ONT and reprovision the replacement for you.