Abysmal broadband speed

[Budredz]

New install new customer … 9mbs dowload and 0.80 upload, I’m on fiber 36, it’s so bad it’s impossible to stream Freeview and keeps dropping out, Engineer been out and said it’s BTs problem and I’m a long way from the exchange so that’s the way it is! that’s it no follow up nothing ….I’m now left paying for a service that’s not fit for purpose 😬

anyone else experience the same and how did it get resolved. 

[XRaySpeX]

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.

[Budredz]

 I’m unable to do a hard wire speed test as I don’t have the facility on my laptop 

 

[XRaySpeX]

For the router stats, that's the wrong page. Please follow my path exactly to the Information page,

What speeds did EE promise you upon sign-up? You should find them in your MyEE for BB under Your broadband speed.

[Budredz]

 

 

 

[XRaySpeX]

You do have a long line. Your sync speed of 10.15 Meg is just below EE's estimate of you min. d/load speed of 11.9 Meg. So you should take up EE's offer to get in touch for them to try & fix it & if they can't they will let you go FoC.