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Inernet keeps dropping

Qwert12
Investigator
Investigator

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

8 REPLIES 8
XRaySpeX
EE Community Star
EE Community Star

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

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
Leanne_T
EE Community Support Team

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.

On mobile phone at the moment however netflix was dropping out on smart tv
Leanne_T
EE Community Support Team

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.

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
EE Community Support Team

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.

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
EE Community Star
EE Community Star

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

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP