Snail speed internet

[martinreeves]

again, yet again, in fact time and time again, my internet speed has gone down to 1Mb/s or less. I'm paying for fibre plus at 67Mb/s. It's SOOOOOO frustrating. If I connect and disconnect 6 or 7 times occasionally the speed goes up to around 30Mb/s. Then after a while it goes back to 1Mb/s or less. I'm so fed up with this. Why does it keep happening? Why does it go from 1Mb/s or less to 30Mb/s instantly? And then drops down after a while to 1Mb/s? I'm loosing my patience. I have a teenage son who complains at me all the time to do something about this. Every time I do (and again that takes time and frustration going through this procedure) it is fixed for a while, then goes back to snail speeds. I got an email from EE Broadband Tech Plymouth. The lady sorted it out and also said if I had any problems in future to email her again. I've emailed and I've emailed but she never replies. I'm paying for 67Mb/s I should get 67Mb/s or close to it. NOT 1Mb/s or less. Legally I should be able to do something about this. Maybe I'll just stop paying? And go back to BT. Surely my contract is void if I am not being given the speed I am paying for and EE never fix the problem.

[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 & any 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 or you don't have one, use the Address Checker, not the Postcode Checker.

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

[martinreeves]

Hi,
I can't open the page for EE's estimated speed.
BT wholesale Broadband Availability Checker is attached as a screenshot.
I have no idea how to log in to my smarthub?
I can't even remember where I put the Ethernet cable.
I've just checked my internet speed and it is 1.37Mb/s on speedcheck.org
(attached is a screenshot)
Why has this problem now become my problem and something that I have to
resolve and not an EE technician (who surely has all the knowhow to resolve
the problem)?
And why is it that sometimes I get 1Mb/s and then if I turn the router on
and off 6 or 7 times I then manage sometimes to get a speed of 30+Mb/s
(still slower than the 76Mb/s I am paying for)? Surely this means something
is wrong other than what you are suggesting will help?
Martin.

[XRaySpeX]

1. No screenshots have been included. Use the Camera icon above your text to upload an image file to here.
2. Login to your EE SH at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router.
3. W/out knowing the characteristics of your line as requested I am unable to advise you on your issues.

[martinreeves]

I've downloaded the file from the technical log. I don't know where to look
for the 'Obscure your names & any numbers in the BB Username & also the
SSIDs'?
Attached are the 2 files as mentioned before in the last email.

[XRaySpeX]

There are no attached files. Come onto this site; don't use email.