topic Re: 1.6 Issues in Broadband & Landline

1.6 Issues

walshy77 — Thu, 21 Dec 2023 10:08:37 GMT

Hi All,

Openreach engineer turned up 2 days ago and fitted the new ONT, few issues with the line / build at their end but seemed to have got that sorted, however my account still hasn't been authenticated and all I have is a flashing orange light. Apparently it's being looked at but has anyone else had this issue? So frustrating and if I dont have internet over xmas I'll be livid.

How long does it normally take to get the 1.6gig service authenticated and working? The speed test to the property is at least 1.6 apparently but the issue is between the ONT and SM.

Also funny how EE send a Cat5e cable for a 1.6Gig service is laughable as clearly not up to the task, luckily I have Cat6 and higher cables lying around to use.

Any feedback much appreciated as i'm starting to get a bit worried this isn't going to work......

Re: 1.6 Issues

walshy77 — Thu, 21 Dec 2023 10:03:59 GMT

Hey there.

I was supposed to be switched over 2 ays ago but there's apparently authentication issues with the new 1.6 service.

All I have is a flashing orange light on the SH. They have apparently escalated this and said it's an Openreach switch over issue.

Have you had any luck?

Re: 1.6 Issues

Robbie-Mac — Thu, 21 Dec 2023 11:25:24 GMT

Hi @walshy77

Welcome to the EE Community and thanks for posting!

I am sorry for the delay getting your EE Full Fibre broadband service up and running. Give our guides in the helpdesk a shout on 0330 123 1105 who'll be happy to help you out. Feel free to post back and let me know how you get on chatting with them.

Thanks,

Robbie

Re: 1.6 Issues

walshy77 — Thu, 21 Dec 2023 11:44:48 GMT

Hi @Robbie-Mac

I have spoken to at least 4 different tech support over at New EE Exeter and they assure me it's being looked at by OR but i'm in the dark as to the current status or when it's likely to be fixed.... 3 days in and still no connection with no given timescales is very very frustrating.

Seriously starting to wish I hadn't left me previous ISP, I've never experienced issues like this before it's a joke.

Re: 1.6 Issues

Robbie-Mac — Thu, 21 Dec 2023 12:13:39 GMT

Thanks for posting back @walshy77

I am really sorry for the delay with your broadband activation. I fully appreciate the frustration.

We can pick up from here and help you out. As we deal with cases in turn as we receive them it'll take us a few days to get back to you. That's the reason why I suggested contacting our guides in the helpdesk first of all.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you.

Thanks

Robbie

Re: 1.6 Issues

chipmunk77 — Thu, 21 Dec 2023 13:54:30 GMT

Should really be sorted on the day the engineer is there.

Cat5e is fine for 2.5gbit btw, it was designed that way so existing cables would still work. Cat6 is only specified for 5gbit (although cat5e will usually still take 5gbit, and even 10gbit down shorter cables).

Re: 1.6 Issues

walshy77 — Thu, 21 Dec 2023 14:35:40 GMT

@chipmunk77 Cat5e is only rated upto 1000Mbps.

Where do you get those stats from?

And even if you use Cat6 or above, the LAN ports on the SH are only gigabit so will never be fit for the 1.6g service.

Re: 1.6 Issues

chipmunk77 — Thu, 21 Dec 2023 15:12:32 GMT

It's in the ieee standards, which specify particular cable types work at 100 metres: 2.5gbase-t needs cat5e, 5gbase-t cat6, 10gbase-t cat6a. Shorter lengths will work at higher speeds, but of course with less overhead to cope with interference, cable kinks, rodents chewing on the cables etc etc.

Re: 1.6 Issues

walshy77 — Thu, 21 Dec 2023 15:19:53 GMT

No worries, just every literature I've read states Cat5e is only capable to speeds of 1000Mbps.

Anyway, i'm finally online with EE!

However, Can't use Ethernet for max speeds as they are only Gigabit LAN, and WiFi only getting 750Mbps ish.

Poor.

Re: 1.6 Issues

chipmunk77 — Thu, 21 Dec 2023 15:42:47 GMT

Yeah, it's not great - I had to get a 3rd party router with 2.5gb lan. You'd guess there will be a lot of unhappy customers complaining pretty soon when they try speedtests (although tbh it doesn't matter too much, in the real world there aren't many sources that can send you >1gbit).

Feels a bit like BT/EE wanted to squeeze every last drop out of their existing infrastructure to stay competitive (in PR terms!) with cable and cityfibre, who will both have ~2gbit products soonish. My guess is EE will have a new router soon with 2.5gbit lan.

Re: 1.6 Issues

walshy77 — Fri, 29 Dec 2023 10:54:03 GMT

Well I've had enough with EE's shocking 1.6 service so going back to an amazing ISP I was with previously.

Had problems with this since the day I was supposed to go live, had no internet for 3 days, finally the light on the SH+ ( which is not fit for purpose) turned aqua. I was getting an embarrassing 100mb! So the SH+ was removed and I replaced with my Asus XT8.

I should easily be getting 1.6g on this new line, but I was maxing out at 1.1gig which is simply not good enough. I was getting 940 on my previous 900 product with another ISP.

One thing I cannot fault though is the New EE team based in Exeter, namely Suzie and Helen who were tremendous in trying to help me resolve. Credit where it's due, this team do get back to you very quickly which was very much needed given the issues I had.

My advice is this, 1.6 seems very tempting especially with the 3-month free offer. But don't bother as it's an awful service and EE simply cannot deliver the speeds they are advertising. My FTTP line only 2yrs old and in perfect working condition, something is very wrong at EE's end not to be able to push 1.6 or even the stated 1.8 to me.

And to provide a router with only 1gig LAN ports is laughable. I will wait now until the other ISP's gain access to the faster speeds as I know full well my new ISP will deliver.

Re: 1.6 Issues

timprocter — Fri, 29 Dec 2023 12:23:00 GMT

WOW that is seriously distressing to read.

I came from the BT 900 - 110 package and ordered the EE 1.6 service and the engineer is expected between 1.00pm and 6.00pm today (this afternoon.)

I shall report back although I'm not using the supplied router they supply but have my own Asus AXE11000 which as I type this is working perfect as it always has done since day 1.

Re: 1.6 Issues

walshy77 — Fri, 29 Dec 2023 13:28:20 GMT

Hi @timprocter

Yes you are better off using your Asus router as the Smarthub+ is dire.

Do you have any 2.5g LAN ports on your router? Hopefully you can take advantage of them if you get the 1.6gig speeds

you're supposed to.

Fingers crossed for you!

Re: 1.6 Issues

timprocter — Fri, 29 Dec 2023 16:37:35 GMT

@walshy77 Hi mate, yes my router has 2.5 LAN and connected as I type this with my BT service, Also my computer has 2.5 capabilities too so hopefully I can make use of the extra speeds when needed.

As I half expected the engineer has not yet arrived and it's pitch black outside now so have serious doubts that he is going to arrive after I have taken half a day off work.

As Vinnie Jones would say "What a sh!t show"😠

Another 90 minutes before the estimated time runs out so still hoping he shows up.

Re: 1.6 Issues

timprocter — Fri, 29 Dec 2023 19:10:58 GMT

Well guess what, Yes a complete no show after having the day off work.

No text, no email, no nothing to say they were not coming.

Like others on this forum, not a good start and what a shower EE are...😡

Re: 1.6 Issues

walshy77 — Tue, 02 Jan 2024 01:30:29 GMT

Hey @timprocter

Sorry to hear this, certainly not a good a start! But it doesn't surprise me one bit.

Any response from EE? I think their problem lies in the joining up with BT. I would never have used one of the

big companies such as BT / Sky / TalkTalk etc as my ISP so don't know what I was thinking tbh. I've gone back to Aquiss who are simply on another level and can't recommend them highly enough. But, unlike most other ISP's, simply don't have access to the extra speeds as yet. ( and EE can't deliver anyway so no real loss for me).

I'd rather get 950 on a 900 service than 900-1 Gig on a 1.6 Gig service. No brainer. And not locked into a 2yr contract with EE.

If you can get near the 1.6 then happy days.

Re: 1.6 Issues

timprocter — Wed, 03 Jan 2024 18:55:39 GMT

@walshy77

Still sat here and heard nothing from EE.

Ever wished you hadn't bothered.??😫

Re: 1.6 Issues

walshy77 — Fri, 05 Jan 2024 12:47:46 GMT

@timprocter

Absolutey, which is why I called it a day with them. Hopefully you'll get a much better service than I did.

The fastest way to get yours sorted is to use the requested call back feature, 9/10 they call back within 5 mins.

And you need to tell them to put you through to New EE in Exeter. They are great there to be fair, it's their network

that's a shambles.

walshy

Re: 1.6 Issues

timprocter — Fri, 05 Jan 2024 19:23:31 GMT

@walshy77

I got through to some guy at EE called Jack, he was helpful and polite, he looked up my details and put me through to a lady called Patricia who was in Northern Ireland and she assured me my case was being seen at the highest level from senior personal.

The last thing I asked was "Please keep me updated with any further developments" and she promised I would hear something within 24 hours.

That was 4 days ago.😠

Re: 1.6 Issues

johnels791 — Fri, 05 Jan 2024 23:07:37 GMT

in my experience, Openreach should not leave the property with a non-working connection, or have those days gone. I even had the technicians phone number.