90Mbps average download. Paying for 900Mbps.

[TheConcertina]

I'm new to EE. I moved over from BT, with whom I never had any issues. All the kit arrived from EE, and I set it all up—but I ran into my first roadblock. The property is large and spread over multiple outbuildings, one for a gym and another for an office. Each of them has an old BT hub running in modem mode, giving me numerous ethernet ports and WiFi coverage. With BT, all was perfect. 

EE hub refused to connect to the BT modem hubs properly. The phone wouldn't connect due to 'admin restrictions'. The TV wouldn't give any picture, would show the TV guide, but no images or sound. So, despite all being 'connected' it wasn't properly. EE said the best I could do would be to buy more Wifi Pro Extenders, but I'd have to forgo the ethernet ports. Nope. It won't work for me. The guy on the phone said the best option might be to use my old BT smart hub, which I was supposed to send back. So, all the EE stuff went back into the box. All seemed to be working well the first day. Speeds good,

Now though, if I place ANY load on the connection my ping jumps from 6ms to 500ms+ on average, with the occasional timeout when running a ping test in CMD. Upload speed is fine. Download very much not. This has been tested on 2 desktop PC's with ethernet connections. A laptop via. WiFI and mobile devices. Nothing is getting above 95Mbps on the 900Mbps connection.

Then, to cap it all off, having just spent 45 minutes on hold listening to the appalling EE hold music, it just cuts me off. I would appreciate some from EE getting in touch with me. Realistically, if a resolution for this issue isn't found, given that I believe I'm still inside the cooling-off period, I'll be heading back to BT. 

Even on my account page on EE it says my broadband order is still in progress, which is odd, as I was told it was all being migrated across and would be quick and simple. Seems not?

[JimM11]

@TheConcertina If you have all the BT Equipment back on the system, and your Ethernet / Wireless Wi-Fi are both reporting the 100mb/s max speeds, one of 2 issues, the cable from the BT Router to the ONT assuming it was all good before on the BT900 FF service worth a check needs all 8 cores connected you may be able to see wan sync speed on the router, if not that then EE have stuffed the profile and slammed you down to 100mb/s rather than the 1Gb/s package speed.

You will find that there is NO going back to BT, seems to be the way. Have a look see but the router is well capable of your currently reported speeds, and sounds like you have all under control. Only BT/EE CS can look see what is going on. 

If you have a mobile that EE knows about account wise just text the following GUIDE to 66033, sit back and THEY should call you back on your mobile.... 

[TheConcertina]

Appreciate the reply, @JimM11. The WAN Link in the BT hub is showing 1000 Mbps. I have another cable for the ONT, so I have just tried that, and it's the same issue. Don't think anything to do with the cable or the ONT unfortunately.

Eugh, it's annoying to hear there's no way to go back to BT from EE. I find it quite baffling that you can't connect with routers in modem mode with the EE hub. I wouldn't mind if EE sold a suitable solution, but it seems they think everything can be solved with a WiFi disc with a couple of ethernet ports!

Alas, I don't have an EE mobile - I'll try the dreaded phone call again and prepare mentally for the tortuous music. I think I've genuinely developed a burning hatred of Dizzy by Olly Alexander

Thanks for your help anyway! 🙂

[JimM11]

@TheConcertina Does not have to be an EE mobile, as long as the text can be done and sent to the number, some mobiles do block the text, have you tried it, Wan is good, at least you know that but it is the physical connection and will not indicate what EE have setup your profile at, you only need one speed test above the 100mb/s to know you can go faster, and if you are capable then you can setup and test direct on the ONT by pppoe connection on a laptop/pc etc.

[TheConcertina]

@JimM11 okay, sounds easy enough. I'll test the ONT whilst I'm on hold!

Appreciate it!