Board band
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03-02-2024 10:50 PM
My broadband for past week has just bin going off and on and need this sorting ASAP this is not how a customer of your should be and a customer that has bin with u for 4 years plus at that it has bin a on going thing for years and I do not want to change board band but if this matter does not get sorted it will leave me no other option then to go to another broadband service I have had number of problems with ur self over the years
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03-02-2024 11:08 PM
Welcome to EE's Home Broadband Forum.
Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?
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.
- For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.
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.
To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone
ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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04-02-2024 12:13 AM
Hey @Tiffanyjayne24 this is not Customer Services, and no one has access to your account or information.
Broadband faults are often caused by problems with the line to your property, so changing providers without sorting a line problem just means the fault follows to a new provider.
That said reporting a fault can usually get your issues resolved. Have you done so?
The following Help Pages should help if you are not able to provide more information.
https://ee.co.uk/contact-ee/technical-support/broadband-landline
