topic Re: False broadband speeds in Broadband & Landline

False broadband speeds

Lukejac — Tue, 30 Apr 2024 21:55:42 GMT

So I was sold a new broadband package and guaranteed a minimum of 41mbs (I know that is terrible but I live in Cornwall, UK) just did multiple speed checks and I'm getting 27. This isn't the 1st time it's been lower than promised. As I said to the guy on the phone the lines we have here are the same lines we had 5 years ago and will be until 2040 as that's when they are being changed to super fast broadband so why sell myself and anyone else in my area falsety? Money grab at its best as you've just bought out BT yet aren't upgrading the copper lines we have down here. Everyone loves to holiday in Cornwall but outside of the summer we're pretty much forgotten and that goes the same way with updating infrastructure. EE and BT surely make enough money to update the worst parts of the country which may aswell have dial up! Stop taking, start listening and start giving back !

Re: False broadband speeds

XRaySpeX — Wed, 01 May 2024 00:36:27 GMT

@Lukejac : EE is not guaranteeing speeds measured by speedtests. You should be looking at the sync speed reported by the router.

Re: False broadband speeds

Lukejac — Wed, 01 May 2024 06:11:36 GMT

Strange as the speeds have always matched up before and they shouldn't "guarantee" this over the phone if it's not what we are able to see.

How would I see my router sync speeds? as I'm trying but the smart hub 2 wont let me get to any type of admin control for the router!

Re: False broadband speeds

Chris_B — Wed, 01 May 2024 07:17:04 GMT

@Lukejac If you look on the back of the router you’ll see the admin password .

Re: False broadband speeds

XRaySpeX — Wed, 01 May 2024 11:24:40 GMT

Login to your router at http://192.168.1.254 with the admin password on the bottom of the label on the back of the router. Then go to Advanced Settings > Technical Log > Information where you'll see your connection speeds.

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: False broadband speeds

Lukejac — Wed, 01 May 2024 13:38:15 GMT

Thanks for that. I am still correct though 8.8up and 38.1 down which is under the guarantee of 41mbs which is what package I pay for.

After speaking to tech support I was correct in the speed checking as he did 7 whilst on the phone to me using they're speed checker and confirmed i shouldn't have been sold it as the estimate from BT was max 38 down as I told the guy who sold me the package and he said I wouldn't get above that and prob never have before which is correct.

Appreciate the help with the router sync speed check but he did say whilst talking to him today that they do use the DL and upload speeds to guarantee things not the router sync speeds.

Engineer coming on Friday to clarify this then new package and probably internet provider as EE have managed to balls up that and my pay dates so not a good start

Re: False broadband speeds

XRaySpeX — Wed, 01 May 2024 13:59:19 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.

Re: False broadband speeds

Chris_B — Wed, 01 May 2024 17:44:18 GMT

@Lukejac Just to point out it’s still the same line if you change to a new BB provider that uses phone lines. Your only real option is with Virgin media as they use their own lines.

Re: False broadband speeds

Dan7779 — Sat, 05 Oct 2024 14:53:41 GMT

I was a bt customer for 6 years had no problems but when I did I rang up explained wat was going on it was sorted on phone

I had a nice upgrade of ee 2 weeks ago fibre plus 900

Till I did a speed test 60.1 download

The promised me full speeds

I'm leaving ee it's false advertising

Going to find a better service

Re: False broadband speeds

jaketheplumber — Sun, 06 Oct 2024 17:09:22 GMT

Have you made enquiries about Gigaclear? Their prices are reasonable and they specialise in rural areas, they don't use the existing network either but lay their own full fibre cables to the home.

Re: False broadband speeds

Mustrum — Sun, 06 Oct 2024 20:33:14 GMT

@Dan7779 have you not spoken to customer services to see what the issue is?

Has the new service and ONT been installed yet?

Re: False broadband speeds

Dan7779 — Wed, 27 Nov 2024 18:28:29 GMT

I WAS TOLD BY AN EE ADVISER I WOULD GET FULL FIBRE 900 WITH FAST SPEEDS

WHAT A WASTE OF MONEY

IM NOT GETTING THE SPEED I WAS PROMISED

AND EE IS ALOT DEARER THAN BT .....

Re: False broadband speeds

Katie_B — Thu, 28 Nov 2024 07:54:06 GMT

Hi @Dan7779.

Thanks for coming here,

Have you been able to report your speeds to our technical care team?

Speak soon,

Katie