1.6gb very slow today

[Pezz82]

Had Great reliable service over the last year but today the download speed has dropped from 1.6Gbps to 50Mbps, when I called they said it was a know issue with "the package" whatever that means, not a local issue. Anyone else have the same? 

[Cor3ys]

i don't pay £70 + for my X account so no i don't care, but when a company is taking it from my bank i do tend to care a lot more...

[bob421]

It would take someone about 1 minute to update a status page, maybe even push a notification via the mobile app… “we’re aware of an issue affecting customers on the 1.6gbps service, for now there is nothing to do, we expect a fix by X”

Would actually save them time from people calling in giving other customers with issues that could potentially be resolved with individual troubleshooting a better service too.

When I called in earlier for an update they flat out refused to acknowledge there was any issue at all, ignored the presence of this thread and insisted on trying to get me doing a pointless video call to try and show me how to turn a router off and on again.

[Cstarks]

What number did you call? Each time they were aware of the issue but no useful status update, also mentioned the threads and how cx were fed up with the lack of Comms. They seemed disinterested tbh.

The excuse for the lack of Comms is not everyone is affected. I mentioned they could at least target the 1.6 customers and word it in a way that  this may not apply but we are aware of an issue. 

I called 03301231105. 

Lame excuses if you ask me and poorly managed throughout. Not even one of the reps on here had bothered to chip in. I've had a few DM but again worthless updates. 

[Cstarks]

What number did you use? When using 03301231105 they were aware of the problem but the issue is the inconsistent messages of being fixed by x and what felt like being lied to. I also made them aware of many customers being being frustrated by the lack of Comms these threads. They seemed disinterested tbh.

I questioned multiple times regarding sending Comms (even asked to link my mobile to some kind of master case for updates) but got the feeling they don't have an incident repsonse process. The reason I was told for no Comms as not everyone is affected, but it's clear most are on the 1.6 package so you would think they could easily target those customers and advise this may not apply but be aware of this with a update daily.

I just honestly think EE don't care about their customers. Not even a rep on here took the initiative to own this. Maybe management are too scary? I had a few drop in DMs but again no useful information - pointless. 

[tm6zone]

We was down for a whole week in january, zero comms from EE / BT at all. fast forward to now, we are now on a 70/120 package due to this "issue". Will kick the ONT in about 20 mins and see if it makes a difference.

[Jxx]

Hey all,

Spoke to EE again today. After initially blaming Openreach (7–8 times, I lost count), they finally admitted it’s an internal backend configuration/provisioning error affecting the 1.6 Gb FTTP product.

They tested a fix on 10 accounts this morning and confirmed it worked. They are now rolling it out in batches, but would not confirm batch sizes or timescales.

My account is currently marked as “planned”, meaning the fix has not yet been applied to my user profile.

If your ONT shows PON green and no LOS, but PPP either fails CHAP or connects without being assigned a broadband IP, this is the same EE-side RADIUS authentication/provisioning system issue — not an Openreach fault.

For context, I told them within the first hour on Saturday that it was likely a migration issue or backend configuration error on their RADIUS/provisioning system. I was explicitly told I was wrong and that it was a “line issue”, “Openreach’s fault” and “Wholesale’s fault”.

If you’re comfortable using something like an OpenWrt-based router and can access logs, diagnosing this kind of issue becomes much easier. The PPP and CHAP output made it clear very quickly that this was not a physical line problem.

All most customers want is clear information. If it’s under investigation, say that. A number of us were passed between teams and external parties despite this being an internal authentication/provisioning issue that took several days to acknowledge and begin resolving.

As a practical precaution, I would advise people to consider keeping a low-cost 4G/5G router available as a backup. You don’t need to maintain an active SIM permanently, but having the hardware ready means you can order a next-day data SIM if an outage looks like it may take time to resolve.

Interestingly, after just getting off the phone to EE, the internet came back online as I was writing this. I’m currently seeing around 1.64 Gbps over WiFi.

Typical timing for it to go down Saturday though — it went down just as I had started adding some new equipment and cabling, lots of cabling, cursing and crying 😂

Hopefully everyone else’s service is restored soon, good luck and see you on the next outage! (if I don't move services)

[tm6zone]

Anybody else experiencing slow/ no connection on the EE 1.6gbps busiest home bundle And have any sort of update?

Aware that it is a database / radius issue, but is there any acknowledgement from ee / openreach about the issue?

cheers

[JimM11]

@tm6zone There are two other posted threads for you to look at! Fixes are reported as on there way to all 1.6Gb/s account holders! You will just have to wait until EE applies it for your's!

[XRaySpeX]

Yes, many - see 1.6gb very slow today

[Cor3ys]

Happy to say my 50mb download speeds have just returned back to normal so looks like they are rolling out the fix as mentioned above...