1.6G plan, but only getting 1G at the ONT

[dazza12]

I've had EE 1.6 from around April this year, and have been reasonably happy with it. At that time all of our devices were Wi-Fi based - I had plans to get Ethernet cabling into each room which I did in August. As a background, I'm an IT Manager, career started in networking (was a CCNA) so I feel I know what I'm doing.

I noticed from doing a number of speed tests from a number of devices (2.5G minimum, one with a 10G network card) that I could not get any speeds over 1G. I disconnected everything, leaving just the Smart Hub Pro connected, despite this I still couldn't get anything over 1G. Meanwhile EE's app was telling me I'm getting a minimum of 1.3. Searches were telling me that the network ports on the hub were only 1G (but some telling me it's 2.5G).

As part of my plans I was getting Unifi kit installed, which I subsequently did a couple of months ago. I got the Unifi Cloud Gateway Fiber which should support up to 10G. I wanted options for the next few years in case these speeds become available. It's now set up, but again I'm only getting 1Gb coming in. I've tried several cables, all rated for 2.5G between the ONT and my Unifi gateway, yet the gateway is only seeing a 1G speed negotiated. I've tried forcing this to 2.5G, but it's still only seeing 1G.

I've tried putting the Smart Hub Pro back in - still only getting a 1G maximum speed. We've even had a replacement sent - no joy.

EE insist there's nothing wrong, yet from what I can see, the ONT is either faulty or Openreach installed an older 1G unit.

Has anybody else had this issue? And any tips on actually getting EE to take it seriously? I've tried contacting them again today, but the app has been taken down for maintenance and I'm reluctant to call (as I always inevitably get someone who doesn't understand the issue).

[XRaySpeX]

Maybe you've only got a 1 Gig ONT. Try searching the WWW for the model of your ONT.

[dazza12]

It should be the faster ONT, this is my issue. I ordered EE 1.6 and Openreach installed this as part of the order.

[XRaySpeX]

Should be but is it?

[JimM11]

@dazza12 Have a look at the ONT connection Ethernet port, two colours in use, Yellow = 1Gb/s port, Orange = 2.5Gb/s port.

See if any applies to your model off ONT!

[dazza12]

They installed with an Ethernet cable with red ends. Fibre jack itself is yellow.

It appears to be one of the Nokia G-010G models, but I can't get it off the wall to check. But the S/N is on the front if there's any way to check

[dazza12]

I see what you mean now - it's a Yellow coloured port. So it's definitely the 1Gb version. I'm wondering how to resolve this, as I've been paying for the higher service for 6+ months. Will this involved an Openreach visit to change or can they send a replacement?

[JimM11]

@dazza12 Unplug the Ethernet cable take a look, the two colours are explained! Cable colour is irrelevant!

[dazza12]

I realised after posting. Subsequent reply now posted, it's yellow so it's the 1Gb version they put in.

[JimM11]

@dazza12 Number 1. are you sure you have the 1Gb/s package, and number 2. It takes you calling EE to alert too the wrong ONT installed, it requires an Engineer to replace, and there is a lot more than just a physical swap off the two units, so be prepared if things go wrong as the fix might not be quick!

Going to add this for you so you have it and are not confused, your 1.6Gb/s service was delivered correct, the ONT you have combined or by wireless wi-fi on a capable device get's over the 1.3Gb/s barrier no problem, and by your own omission you are late to the party cable wise...