Poor internet connection

[Bex_rich]

We have been struggling with internet connection, in particular when trying to work from home and use other devices - tv, alexa etc. I have run a speed test and upload is below minimum at 10.67 MBps. Please could you advise what to do. Many thanks

[Schockwave]

 @Bex_rich , could you take a look here and give all the information required :

https://community.ee.co.uk/t5/Broadband-home-phone/Need-Help-with-Your-Home-Broadband-Speed-or-Conne...

[XRaySpeX]

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 & numbers in the BB Username & also the SSIDs.

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, use the Address Checker, not the Postcode Checker.

[Bex_rich]

1. 

Product name	EE Smart Hub
Serial number
Firmware version	v0.04.02.09120-EE (Thu Sep 12 18:15:40 2019)
Board version	1
Data sent / received	13.4 MB / 1.5 GB
DSL uptime	13 days 14 Hours 27 Mins 53 Secs
Data rate	11.41 Mbps/61.05 Mbps
Maximum Data rate	11.6 Mbps/71.7 Mbps
Noise margin (up/down)	6.4/5.1
Line attenuation (up/down)	22.0/17.5
Signal attenuation (up/down)	21.9/17.3
Broadband username
2.4 GHz wireless network name
2.4 GHz wireless channel	Smart (Channel 11)
5 GHz wireless network name
5 GHz wireless channel	Smart (Channel 48)
Wireless Security	WPA
Wireless mode	Mode 1
Firewall	Default
MAC address	64:CC:22:6C:D3:C8
Software variant	-
Boot loader	0.0.3-EE (Mon Dec  4 17:32:53 2017)

2. https://www.thinkbroadband.com/speedtest/1591650264164456455

3. 

Exchange EPSOM is served by Cabinet 5

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability DateHigh Low High Low      VDSL Range A (Clean) 

VDSL Range B (Impacted) 

80	58.1	20	15.9	52.2	Available	Available
78.4	52.9	20	13.9	44	Available	Available

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

30

--

Available

--

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) Availability DateWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 15	--	8 to 19	Available
Up to 15	Up to 1.5	8 to 19	Available
Up to 7.5	--	6.5 to 8	Available
2	--	--	Available
2	--	--	Available

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Available

[XRaySpeX]

Isn't there more of that BT Wholesale table?

What are all EE's estimated speeds which you'll find in your MyEE for BB under Your broadband speed?

Is it only the Up Speed you are concerned about?

[Bex_rich]

No, not just the speeds. The internet keeps cutting out. I am a teacher and trying to teach lessons on microsoft teams whilst the rest of my family continue to use other devices, laptops, ipads, alexa, zoom, TV, prime, netflix, youtube and facebook live videos all at the same time!! My internet does not reach my garden or upstairs either.

[Schockwave]

@Bex_rich , to reach upstairs, you will need something like wifi booster such as super wifi boost or wifi extenders, homeplugs.

It could be, that if everyone is using all the things you write about, that may be why it is cutting out and the speeds are slow, could be wrong.

[Klevis123]

I am playing warzone at 12:30 at the night all by myself no one is on the internet and this **bleep** internet wants to bug out and get my ping to go 1000 and more for no reason

[XRaySpeX]

@Klevis123 : Mobile BB or fixed home BB? Which router?