Broadband down and no customer support

Dinomite — Thu, 20 Jul 2023 20:30:10 GMT

Internet been down (low speed 2mps) since 7pm, text bot kept me going with wasted info from 7:30 til 8 when it said... I'm now closed.

Called the helpline again, eventually got through to someone at 8:50pm! They eventually git the Internet back up to speed at 9:25pm... 9:27pm literally after ending the call my Internet is now back to 2mps!!

Call the helpline again.... guess what... no one there "offices are now closed" **bleep** am I supposed to do now?

Guaranteed speed means nothing out of hours when you have no support!

Re: Broadband down and no customer support

XRaySpeX — Thu, 20 Jul 2023 21:20:52 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.
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 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.

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Broadband down and no customer support

Re: Broadband down and no customer support