Terrible internet

[Justkev]

We can’t even watch Netflix without it buffering constantly and the tv is hardwired Xbox doesn’t even get a look in. 
why is it so bad?

[Mustrum]

You have not given much information to enable anyone to help you. So I have copied @XRaySpeX  's standard questions which if answered will give us more info to help you:

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.

[mikeliuk]

Hi @Justkev ,

In addition to the above very sensible suggestion, you may also want to take a quick note of the measured download bandwidth when visiting both of fast.com and speedtest.net

Netflix recommends that 25 Mbps is available but I've seen actual used bandwidth to be between 13 Mbps and 20 Mbps depending on the content. Netflix is usually quite good at reducing the content resolution to cope with low available bandwidth so I would imagine measured bandwidth would need to be sub 2 Mbps to really cause Netflix problems.

[Justkev]

So are we saying that what EE are currently feeding us it’s not enough to run Netflix? If it doesn’t buffer or disconnect it pixelates quite bad.

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[pip11]

Until you post the requested info no-one will be ale to help you. "We" are not saying anything, you are.

[mikeliuk]

Hi @Justkev ,

Your device is not receiving data at a fast enough rate to give you a good experience.

This does not immediately mean it is any fault of the service provider. The community suggestions above are intended to arm you with the evidence and measurements so that you can discover whether there is any problem over which EE has control, and carrying out those steps should indicate the strategy to take to make things better (it may involve speaking to EE about those checks and the collected evidence, or it may not).

I would recommend that you carry out point 1. during a time when things are ok-ish and to check again when slow performance or pixilation occurs. Pixilation or corruption of the image suggests to me transmission error somewhere along the data path (again potentially no fault of the service provider) and the above recommendations from the community will help to pin point why those problems are seen (again arming you with evidence to help improve things). Usually a directly connected cable gives the best performance/stability (very small chance of a faulty cable, e.g. if you've put sharp bends in it during storage).

[Justkev]

Thank you

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