topic Re: Speed Guarantee in Broadband & Landline

Speed Guarantee

Eugenedonaghy — Fri, 10 May 2024 16:45:57 GMT

Hello how can I check the broadband speed on the app as I don't think I'm getting close to the speed guarantee

Re: Speed Guarantee

XRaySpeX — Fri, 10 May 2024 16:48:37 GMT

Use a speedtest e.g. http://www.thinkbroadband.com/speedtest.html .

Re: Speed Guarantee

Eugenedonaghy — Sat, 11 May 2024 13:48:42 GMT

Just about getting half the guaranteed speed we had openreach up they have suggested moving to another BB provider

Re: Speed Guarantee

JimM11 — Sat, 11 May 2024 14:28:26 GMT

@Eugenedonaghy Hope your not doing speed check on a mobile device over a wireless wi-fi connection, to many variables for error... Best to check on an ethernet connection to router, with all wi-fi devices off if possible.... What is your minimum speed, and when OR engineer tested the line, did he tell you what he was getting....

Re: Speed Guarantee

Eugenedonaghy — Sat, 11 May 2024 15:29:28 GMT

Guaranteed speed is 13Mps copper connection to property from pole. Engineer didn't tell us speed when he was up

Re: Speed Guarantee

JimM11 — Sat, 11 May 2024 17:05:20 GMT

@Eugenedonaghy Are you on a fairly slow broadband package at those kind of speed's. did the OR engineer not find any faults when he tested your line. If you log into your router, what is the current sync speed that it is showing. When he suggested moving? are there new other broadband suppliers currently available it's an unusual request from an OR engineer.

Re: Speed Guarantee

XRaySpeX — Sat, 11 May 2024 17:08:19 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: Speed Guarantee

Discoverylimb — Wed, 11 Jun 2025 14:00:23 GMT

What is considered as guaranteed speed? To me it should be the minimum you get all the time whereas we are merely getting our guaranteed 19mbps very rarely and EE/Openreach don’t seem to care just keep suggesting endless resets, moving the router etc etc which needless to say none of this works and hasn’t for the last year or more - at our current whits end with them tbh

Re: Speed Guarantee

XRaySpeX — Wed, 11 Jun 2025 14:13:25 GMT

@Discoverylimb : Your Guaranteed Speed is the speed at which if you consistently fall below. EE will investigate & attempt to get it back above. If they are unable to, you are free to leave your contract FoC.

See Speed Guarantee

Re: Speed Guarantee

XRaySpeX — Wed, 11 Jun 2025 14:16:51 GMT

@Discoverylimb : 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 SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs. Also post the Home > Status page.
For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
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 speedtest, preferably wired 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.