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]

Yes, it will need OR to change it but you will need to call EE, your provider, to arrange the visit & look into why you were supplied with a lesser connection than you were paying for.

[dazza12]

Yes, I have the full works 1.6 and the original install was as this product so there should have been no reason for them to install only 1. I've been calling, raising issues in the app etc for months, only for them to keep insisting there was no issue and I was getting at least 1.3 every time. It's been exhausting. A few minutes on this forum and you've solved it for me, thank you.

[JimM11]

@dazza12 You can get EE to deal with it now, since you have the nokia ONT version, then here is all the details for both attached, pictures you will see once they get approved!

The Nokia 1Gb/s Ethernet Interface version and all its details.The Nokia 2.5Gb/s version

[XRaySpeX]

Don't worry, the images were awaiting approval. I have now done so & they should appear soon.

[dazza12]

Thank you both.

I called EE shortly after your posts. I gave him all the information you'd given and he's confirmed that the ONT is definitely the 1Gb version and that it was definitely ordered as the 2.5Gb version. Seems Openreach were the ones who installed the wrong ONT.

An Openreach engineer is coming out on Monday to swap them over and run tests. They're looking to refund the difference between the 1Gb package and 1.6Gb once they've confirmed that the service is running correctly.

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.

[JimM11]

@dazza12 Looking good then win/win situation, CS offer will be £30, you want more then you need to not fold and get a Manager to look at it all!