Inernet keeps dropping

[Qwert12]

Hi my internet  keeps dropping out I was promised a minimum of 30mgps I have done three separate tests today all were below 10 the worst being 1.2 . Who do I speak to to help fix the problem I understand things are difficult with the coronavirus. If I was promised 30 and are not getting it can a request a refund? Thank you

[XRaySpeX]

On what device? Is this on mobile or fixed Home Broadband?

[Leanne_T]

Hi there @Qwert12

Thanks for coming could to the community.

Could you let us know what device you have?

If this is a mobile WiFi device, do we have any problems showing on our Network Status Checker for your area?

Speak soon 🙂

Leanne.

[Qwert12]

On mobile phone at the moment however netflix was dropping out on smart tv

[Leanne_T]

Hi @Qwert12

Thanks for coming back to me.

Are you using your phone to tether, or do you have a WiFi device?

Do we have any problems showing on our Network Status Checker for your area?

Leanne.

[Qwert12]

I have a ee router I use wifi to connect my samsung s8 to the internet my
smart tv is connected with a wire directly in to the router. It's been
dropping for about 3 days now.

[Leanne_T]

Hi @Qwert12

Thanks for the reply.

Which router do you have?

Do you have Home Broadband with us?

Have you tried resetting the router?

Leanne.

[Qwert12]

Hi I spoke to ee today there was a fault in the line my internet has now
been split between 2 ??? Same log in details everything is okay I switch
between the two now. Ee are calling me back in 4 days to see if it still
works.

[XRaySpeX]

Is this on mobile or fixed Home Broadband? Which router have you?