topic Re: I am not getting the minimum promised fiber broadband speed! in Broadband & Landline

I am not getting the minimum promised fiber broadband speed!

gtunc — Tue, 24 May 2022 11:15:28 GMT

Hi there,

As title says, I am not getting the minimum promised fiber broadband speed! What shall I do?

I followed all recommended steps to check if there is anything wrong with my current setup, but everything looks normal and I am getting 35-40mb maximum (not around 60mb as promised).

How can I contact EE?

Thanks.

Re: I am not getting the minimum promised fiber broadband speed!

XRaySpeX — Tue, 24 May 2022 11:32:47 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 BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, 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: I am not getting the minimum promised fiber broadband speed!

gtunc — Tue, 24 May 2022 14:30:31 GMT

Hi there please find my responses below:

2. I tried with wire and the speed was 45mb

3. BT didn't recognise my phone number then I was able to find my address but it was showing me this message below:

Your address has been successfully matched; however we cannot determine ADSL availability at this address. Please try the Telephone Number or Postcode Checker.

Re: I am not getting the minimum promised fiber broadband speed!

XRaySpeX — Tue, 24 May 2022 14:34:39 GMT

2. No, I need to see the graph of the speedtest. Just post the link that is displayed.

Re: I am not getting the minimum promised fiber broadband speed!

gtunc — Tue, 24 May 2022 14:57:20 GMT

Here's the link and the screenshot, this time it was a bit up:

https://www.thinkbroadband.com/speedtest/1653403938742325855

Re: I am not getting the minimum promised fiber broadband speed!

Mustrum — Tue, 24 May 2022 15:02:08 GMT

It may be worth having a re-read of @gtunc thread from a couple of years ago.

https://community.ee.co.uk/t5/Archived-Posts/Suddenly-I-started-getting-lower-broadband-speeds/td-p/865196

Re: I am not getting the minimum promised fiber broadband speed!

gtunc — Tue, 24 May 2022 15:09:34 GMT

Yes I read that but why shall I pay for "at least" 60mb speed and get less than that? Then they should give me discount if they can't give me "at least" 60mb.

Re: I am not getting the minimum promised fiber broadband speed!

Mustrum — Tue, 24 May 2022 15:16:56 GMT

According to your router stats above you are getting 62Mbps.

Things have obviously changed since your post a couple of years ago, but many of the issues seem to be down to your misunderstanding - I. thought bringing it up would help save some time.

Re: I am not getting the minimum promised fiber broadband speed!

gtunc — Tue, 24 May 2022 21:05:49 GMT

Where do you see 62Mbps and what am I understanding wrong?

Re: I am not getting the minimum promised fiber broadband speed!

Mustrum — Tue, 24 May 2022 21:18:46 GMT

@gtunc In post 3, your router stats show a sync speed of 67Mbps (sorry not 62).

Speeds quoted by ISP;s are sync speeds to the router, not speeds tests via WiFi which they cannot control.

Re: I am not getting the minimum promised fiber broadband speed!

XRaySpeX — Tue, 24 May 2022 22:48:00 GMT

EE is giving you at least 60 Meg. You are actually getting 67 Meg, which must be well above guaranteed Min. ISPs only provide & quote sync speeds as measured by the router, not speedtest speeds which they cannot control. Even so, your speedtest is nice & flat & giving you 54 Meg; a good sign of a stable line.

(Sorry, @Mustrum , I started this earlier but got interrupted.)