topic Re: 1.6Gb Package. Well the day came.!!! in Broadband & Landline

1.6Gb Package. Well the day came.!!!

timprocter — Mon, 15 Jan 2024 15:46:20 GMT

Finally the Openreach engineer arrived....... 10 minutes he had fitted and activated the new 2.5Gb ONT and it was working straight away.👏

Worrying part was it wasn't going much faster than my previous BT 900/110 package so really pleased he said he couldn't sign the job off until I was getting the 1.6Gb I was paying for.

Several calls later to HQ he was advised to fit another brand new ONT (Luckily he had a spare) so fitted that and tried again... No better.🤔

He rang HQ up again where they "re-built my line" from the exchange and assured him I had access to 1.8Gb if needed but alas still only topping out at just over a 1Gb.

Tried his laptop on both wired and WiFi along with my PC and we were both receiving the same speeds from the ONT.

After another call to HQ they are (Supposedly) contacting EE stating everything was fine at their end.

Now waiting once more now for EE to check their network and get back to me.

Anyone else had the same issues........ Yes I hear lots of you..🤣

Wireless WiFi speed testEthernet Speed Test2.5Gb ONTOrange port for the 2.5version

Re: 1.6Gb Package. Well the day came.!!!

garetc — Mon, 15 Jan 2024 15:56:38 GMT

Are you using the EE router or your own?

Re: 1.6Gb Package. Well the day came.!!!

timprocter — Mon, 15 Jan 2024 16:13:37 GMT

@garetc no my own router mate, offered to use the supplied EE router but he stated it was no use for this package on a wired connection because it only had a 1Gb ethernet port on board.

This is what I am using which is perfect for this package.

Re: 1.6Gb Package. Well the day came.!!!

garetc — Mon, 15 Jan 2024 16:22:00 GMT

Periodically mine will drop down to a much lower connection speed, the only way I’ve found to resolve it is to turn off the router and do a hard reset on the ONT using a SIM tool. Once the ONT is back up and detects light I power up the router and it’s fine for another 24 hours or so.

Careful with OR, they’ll tell you one thing but the notes don’t reflect what you’ve discussed and once they’re gone and close the job you have to open a fault.

Really doesn’t feel like the 1.6 connection is ready for general consumption!

Re: 1.6Gb Package. Well the day came.!!!

walshy77 — Mon, 15 Jan 2024 16:24:35 GMT

Just as I'd imagined unfortunately mate.

I was only getting just over 1gig...the most I ever got was 1.2, once. Mostly it was high 900's. Which is why

I reverted back to a 1000Mbps service as I was getting 950 on that. No brainer.

This is false advertising as they simply can't deliver the speeds!! A massive con to try and lure people into this 1.6gig service

which just doesn't work.

Complete shambles. At least we have the 2.5gig ONT now so much easier to upgrade in future when more widely available via other ISPs.

Re: 1.6Gb Package. Well the day came.!!!

timprocter — Mon, 15 Jan 2024 16:29:59 GMT

@walshy77 totally agree, at least the hardware is now fitted.

Re: 1.6Gb Package. Well the day came.!!!

Cooper-Reeve — Fri, 19 Jan 2024 10:10:04 GMT

Hi guys!

I’ve been struggling with the issues you’ve all described here since 1st December. I’ve been all the way up the complaints chain and just now told there is nothing EE can do and I have to take it to the ombudsman. All I want is to downgrade to the 900MB package!

Can you please advise if your downgrade was through EE and how you got that?

Re: 1.6Gb Package. Well the day came.!!!

timprocter — Fri, 19 Jan 2024 10:26:25 GMT

@Cooper-Reeve

The question remains, why are they selling this product at a premium price when they "EE" obviously can't deliver.

It's 2024 now and surely this needs taking to a higher level with someone.!!

They make television programs about subjects such as this.

Re: 1.6Gb Package. Well the day came.!!!

garetc — Fri, 19 Jan 2024 12:48:34 GMT

Had to reboot the WiFi because it dropped out and the house lost connectivity and then connection is down to 530Mbps from 1668Mpbs. Not had a chance to power cycle the ONT to see if that fixed the issue.

If the router wasn’t so poor and didn’t drop out the occasional speed drop and having to cycle the ONT although not ideal wouldn’t be such a problem but the Super Hub Plus dies at least once a day.

Just ordered a 6E mesh system from Velop, will see if that helps although I shouldn’t have to spend money out of my own pocket.

Re: 1.6Gb Package. Well the day came.!!!

garetc — Fri, 19 Jan 2024 12:49:56 GMT

What’s the ombudsman said? You’re really at the highest level of complaint that you can be if you’re complaining to them.

Re: 1.6Gb Package. Well the day came.!!!

timprocter — Fri, 19 Jan 2024 13:35:23 GMT

@garetc

Yes that's about my speed now around 530 to 700 every time I check now.

Have done a "Hard Reset" on the Optical Network Terminal = No difference.

Have changed my Asus Rapture GT-AXE16000 to the supplied EE Smart Hub Plus = Even worse.

Have changed all Cat 6 leads out for new ones = No difference.

iPhone 15 Pro Max with 6e WiFi = 700mbps = Not acceptable, was getting over 900 on BT 900/110

See here >>>> TP-Link 5400 AXE75 WiFi 6e Router (youtube.com)

Re: 1.6Gb Package. Well the day came.!!!

Cooper-Reeve — Fri, 19 Jan 2024 19:13:20 GMT

I wish I wasn’t, it’s all been such a waste of time. I’ve given them the solution I want, which is just switching down to the 900MB service. Apparently they absolutely cannot do that, I have to stay with the 1.6GB contract which I’ve only actually had for 7 weeks.

Today was my final call with EE / BT where they said they will do no more, close my complaint, and send me a letter regarding contacting the ombudsman. Looks like that will have to be my next step, unbelievably.

I’ll keep this chain up to date as I progress with it all.

Re: 1.6Gb Package. Well the day came.!!!

garetc — Fri, 19 Jan 2024 21:01:48 GMT

So I gave in and called Support and they’ve done a detailed check on my account. They’re saying that they can see a PPP error on my account which the wholesale/network team need to resolve.

Ordered an Orbi router as I realised the Velop mesh was limited to a 1Gb Ethernet port 🤦🏽‍♂️

Factory reset my hub and ONT and I’m up to 1680Mbps down and 120Mbps up.

Re: 1.6Gb Package. Well the day came.!!!

garetc — Fri, 19 Jan 2024 21:03:32 GMT

I think I’m just within the 14 days still although I’d like to not have to downgrade. If a product is on sale then it should work!

Let us know how it goes, I think quite a few of us are interested to see how it goes.

Re: 1.6Gb Package. Well the day came.!!!

timprocter — Sat, 20 Jan 2024 11:32:26 GMT

Saturday 20th January.

Had the EE Engineer to my house this morning (at least he turned up) checked the line to my house and was told it would have to be escalated back to Openreach as there is a fault after they "Openreach" came and said NO FAULTS on my line earlier this week.

Ever heard of a circus with clowns.!!! To you...To me...To you...

So the chap travelled all the way from Selby about 40 miles to my house did the checks then tell me the problem is going back to Openreach. (You couldn't make it up.!!)

Can anyone tell me why for 3 years I had the BT 900/110 package and never once had a problem or a speed dip in all that time.

Change to EE and now can't get more than 500mbps from it since changing from BT to EE.

Already this week paid £69.99 to EE for a service that isn't working half as good as it should.

WOW I'm shocked and speechless over this comedy of errors to the tune I wish I never got dragged into this scenario.🤐

This below is my 1.6Gb Full Fibre Busiest Home Bundle.

Re: 1.6Gb Package. Well the day came.!!!

garetc — Sat, 20 Jan 2024 21:00:35 GMT

That's so frustrating!

Hopefully if they've found an error on the line then at least OR will have to deal with it, did he say what exactly the issue is?

I got a call from OR's back office today, after speaking with EE they raised a fault as they could see a 'PPP Authentication' error. The person I spoke with had somehow booked an engineer to come to my house without telling me. Needless to say nobody came because they booked it out of hours and according to the OR guy it should have been rejected.

He did some digging on my line and could see there was an asset clash, so the ONT registered on my line was showing as different in one place on their systems. He said the ONT I have is definitely registered or I wouldn't be getting broadband. Told me he's run every check they can in the back office and rebuilt everything to make sure but would have to bounce it back to EE as they're the ones who look after PPP errors. Seemed to know what he was doing, or at least sounded like he did! 😂

My Orbi router was delivered today, just had time to play around with it but I have noticed that since OR guy messed around with my line I'm getting 1684 consistently. I have rebooted the EE router, Orbi and ONT a number of times, usually means death of the connection, but it's been fine all evening which is a shocker.

I don't think I'll end up keeping the Orbi, just wanted to test the connection on another router, it's quite expensive for the Router and 2 Satellites. Interestingly the EE router is outperforming the Orbi across the house. Also noticed that the power output of the EE matches that or the Orbi if not a little stronger.

Should I be cautiously optimistic or will I be back on tomorrow when it eventually drops off a cliff edge again?

Bottom image is over WiFi using the EE router.

Re: 1.6Gb Package. Well the day came.!!!

timprocter — Sat, 20 Jan 2024 21:23:57 GMT

@garetc

Really pleased for you mate, To be fair I had the EE support guy turn up this morning as quoted stated it was Openreach at fault, I have since had two phone calls from EE and a text stating my broadband will be up and running by Tuesday night at midnight (odd I know) but will wait and see what happens.

EE state there is 2.4Gb coming to my house, I obviously said "why am only getting 500mbps on all devices.

They accept there is a fault but needs a specialist team to resolve it, they work Monday to Friday (Slackers) 🤣

Re: 1.6Gb Package. Well the day came.!!!

GosforthUK — Sat, 20 Jan 2024 22:54:59 GMT

@garetc That's quite a progress, and finally right direction...

Even, if I do understand, that's speed test is directly on EE SHP (2023)?

I am getting 8-10 ms ping directly on the EE router, and 12-15 ms, if my Omada router is as sleeve behind it (double NAT), but 4-7 ms if my Omada router is directly connected to ONT and dealing with PPPoE itself.

Speed matching on the EE router is what You getting, but if Omada is directly connected, the LAN side has 1.5-1.6 Gbps down, but for now, I do not have AP with 2.5 Gbps backbone, which means, using it only behind the EE router, till one will be delivered (lazy to re-configure all my devices to EE router, only to need move them back to Omada, once respective AP will arrive 🙂

Re: 1.6Gb Package. Well the day came.!!!

timprocter — Sun, 21 Jan 2024 11:52:25 GMT

@garetc

Love the sentence where you state " Interestingly the EE router is outperforming the Orbi across the house"

Just goes to show the most expensive hardware isn't always the best.😁

Re: 1.6Gb Package. Well the day came.!!!

Cooper-Reeve — Fri, 15 Mar 2024 19:23:14 GMT

A bit of a wait but yesterday I got my ombudsman decision! In my favour and EE now have to downgrade my package as requested. This was on the grounds of misselling with further failings in automatic refunds I should have got and overall customer service.

Whilst I still don’t have the 1.6GB package working, at least I can now move on!