Problems with upgraded package

[Mc41]

Hello

Im hoping someone from EE can help.

I have upgraded to Fibre Plus broadband minimum guaranteed speed of 59Mb/sec on the 9th June.

Today I checked the speed and its recorded as 7Mb/sec download. This has been the trend since the upgrade was carried out.

This was checked just using a wifi connection and in the same room as the Bright 2 router so I expect some loss but not this much.

This is my first problem.

my second question is that when I upgraded at the EE store I was told that they would send out the latest router/hub as it was far more efficient and would give further coverage in the home, which I wanted, and had with newer technology.

This has not arrived.

I am asking these questions here because I am profoundly deaf in the hope someone from EE can help me.

Thankyou

[pip11]

Can you 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.

[Mc41]

Im afraid I cant do that. Im 70 and dont have the ability.

[Leanne_T]

Hi @Mc41

Thanks for coming to the community. 

I am sorry we have no account access on the community.

To get this looked into please get in touch with our Broadband Care team. Our contact us page has details on ways you can contact us. 

Thanks. 

Leanne.

[XRaySpeX]

Login to your Brightbox at http://192.168.1.1 as "admin" with the admin password on the label on the back of the router. Then follow the route described by @pip11 .