topic Sudden slow connection and poor upload speeds in Broadband & Landline

Sudden slow connection and poor upload speeds

bxrUSER1 — Sat, 03 Aug 2024 16:32:05 GMT

While I don't have any particular networking knowledge, I'll try to explain my problem as best as possible. My parents bought an EE smart hub relatively recently. I've had the typical performance issues, random disconnects and slow speeds but they haven't been much of a problem since I purchased a booster that I've been using for a while now.

My overall experience with the broadband up until now had been satisfactory; I could play my games and stream shows, while my parents do whatever they do with their devices. But from as recently as the 31st of July, my internet connection has been struggling to keep up with anything even with most of the devices in my house disconnected from the router.

I went to manage my hub to see if doing a factory reset on my router would fix anything, but It didn't. checking my Hub's status I noticed that I had "Asymmetric connection speeds" where my downstream sync speed was 13.25 Mbps and my Upstream speed is only 426 Kbps.

I've been trying to do my own research and I have no idea what's causing my network to be so slow all of a sudden or what needs to be done to fix it.

Re: Sudden slow connection and poor upload speeds

XRaySpeX — Sat, 03 Aug 2024 16:34:42 GMT

Which EE BB plan are you on? What EE router do you have?

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.

Re: Sudden slow connection and poor upload speeds

bxrUSER1 — Sat, 03 Aug 2024 17:44:59 GMT

Fibre 36 essentials plan, Smart hub plus

Re: Sudden slow connection and poor upload speeds

XRaySpeX — Sat, 03 Aug 2024 17:57:26 GMT

You'll always have asymmetric connection speeds on this type of BB, VDSL. The most you could possibly get is 36 / 7 Meg. Have you previously seen faster than now in the SH+'s BB Status?

Re: Sudden slow connection and poor upload speeds

bxrUSER1 — Sat, 03 Aug 2024 18:06:08 GMT

Yes I believe so. please excuse my wording, but I'm certain my speeds right now are the slowest I've seen them. And I haven't seen them go back up.

Re: Sudden slow connection and poor upload speeds

XRaySpeX — Sat, 03 Aug 2024 18:05:56 GMT

Can you post the whole of the BB Status page?

Re: Sudden slow connection and poor upload speeds

bxrUSER1 — Sat, 03 Aug 2024 18:07:19 GMT

Re: Sudden slow connection and poor upload speeds

XRaySpeX — Sat, 03 Aug 2024 18:14:25 GMT

Thanks! There more detailed status page under Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.

Re: Sudden slow connection and poor upload speeds

bxrUSER1 — Sun, 04 Aug 2024 13:41:32 GMT

Re: Sudden slow connection and poor upload speeds

XRaySpeX — Sun, 04 Aug 2024 14:51:41 GMT

Sorry, that router doesn't show the info I thought it did that would help further.

Re: Sudden slow connection and poor upload speeds

Mustrum — Mon, 05 Aug 2024 13:39:54 GMT

@bxrUSER1 assuming you have not made any changes recently, your speeds seem much lower than expected, so it is likley your line has developed a fault.

Have you seen the Help pages and/or reported a fault?

https://ee.co.uk/help/broadband/fix-problem/fix-ee-broadband-connection-problems

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

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

Charges may apply at your standard rate.

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 minutes to book a slot.
If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

Opening hours:
Monday to Friday, 8am to 9pm
Saturday and Sunday, 8am to 8pm

Call us

Monday to Friday, 8am to 9pm
Saturday and Sunday, 8am to 8pm

From your EE mobile

150

From any other phone

0330 123 1105

Calls are free from an EE number. Charges may apply if you call from another network.

Text relay and sign language services

To make a text relay call using the Relay UK service, dial 18001 in front of the following number:

07953 966 150