topic Re: 72mbps down to 18mbps in Broadband & Landline

72mbps down to 18mbps

krukson — Fri, 16 Feb 2024 23:04:37 GMT

I think it’s okay if I will pay you 1/4 of my bill according to my speed I’m paying for.

Re: 72mbps down to 18mbps

XRaySpeX — Fri, 16 Feb 2024 23:16:12 GMT

Which EE BB package do you have? Which router do you have?

Re: 72mbps down to 18mbps

krukson — Sat, 17 Feb 2024 09:12:42 GMT

FIBRE PLUS Broadband with smart router. I have check speed right now and still around 19-20mbps which is 3-4 times less than I had till now

Re: 72mbps down to 18mbps

XRaySpeX — Sat, 17 Feb 2024 09:16:20 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.

Re: 72mbps down to 18mbps

krukson — Sat, 17 Feb 2024 09:36:46 GMT

Looks like you restricted my speed to 20mbps

Re: 72mbps down to 18mbps

XRaySpeX — Sat, 17 Feb 2024 09:48:26 GMT

OK, you can skip Point 2 but I'd like to see Point 3.

Do you have a landline?

Had there been any faults on the line before this happened, like frequent disconnects or necessitating call out of an eng?

Re: 72mbps down to 18mbps

krukson — Sat, 17 Feb 2024 09:54:26 GMT

No landline

Re: 72mbps down to 18mbps

XRaySpeX — Sat, 17 Feb 2024 09:56:49 GMT

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

Re: 72mbps down to 18mbps

krukson — Sat, 17 Feb 2024 10:21:57 GMT

I have tried factory reset etc. Still limited to 20mbps. 2 months ago I have switched my bank account and canceled direct debit and missed payment and ee disconnected me. I have paid the same day (this was last month if I good remember) and I think when ee reconnected me back, they do it to wrong bandwich

Re: 72mbps down to 18mbps

XRaySpeX — Sat, 17 Feb 2024 10:37:14 GMT

They wouldn't do that. It'll be all or nothing!

The DLM system has put you on a banded profile in response to past errors on your line, at the top of the up to 20 Meg band of these VDSL Banded Profiles. You need to give the DLM time to relent & remove any banding. If your sync speed at the test socket remains stuck at the same speed for 10 days you should ask EE to investigate the underlying fault. If a fault is found and fixed then the OR engineer may request a DLM reset. However should significant errors persist the DLM will reapply banding.

Re: 72mbps down to 18mbps

krukson — Sat, 17 Feb 2024 10:43:05 GMT

could openreach have something to do with this? I see them 3/4 days a week doing something from at least couple months

Re: 72mbps down to 18mbps

XRaySpeX — Sat, 17 Feb 2024 10:54:26 GMT

It's possible. They run the lines.

Re: 72mbps down to 18mbps

Mystiqueen — Sat, 17 Feb 2024 11:33:08 GMT

Have you tried with an ethernet cable? Maybe it is a wifi issue only.

Re: 72mbps down to 18mbps

krukson — Sat, 17 Feb 2024 11:41:32 GMT

No I haven’t. I use wireless connection to all devices. I'm also not sure since when my bandwidth was limited, because the difference is unnoticeable when only one person uses the connection. Yesterday my girlfriend was watching movies online and I was playing on the console and the games were lagging. I checked the speed and discovered that I had a limit of 20mbps

Re: 72mbps down to 18mbps

Mustrum — Sat, 17 Feb 2024 14:14:58 GMT

@krukson have you reported a fault to the Broadband Care Team?

Details in the following help page.

https://ee.co.uk/contact-ee/technical-support/broadband-landline

Re: 72mbps down to 18mbps

XRaySpeX — Sat, 17 Feb 2024 18:01:15 GMT

@Mystiqueen : It's not a WiFi issue. If you look, you'll see that the raw BB sync speed is down at the router.