Broadband coverage and speed

[Frax]

I have just joined EE and received the new so called smart hub, the set up was easy, however the coverage in my house is terrible and it only provides signal in two rooms, the speed is lower than the promised speed - promised 29mps receive 20 and that is after a week, that's bad enough but I could probably live with that if it was all over the house, I have tried to call them on 150 but I can never get through to speak to anyone, got close today but they said it was going to be 45min, then they decided to test the line and dropped out my call, I cannot find a direct phone number for them, it's ironic as they say if they cannot provide the speed or coverage you can cancel your contract without a fee, how can you when there is no one to speak to, any help with a direct phone number would be great 

[JimM11]

@Frax Just click on the link below, and go where you need and numbers will be shown.

Contact Us | Help & Support | EE

[XRaySpeX]

Did EE give you 1 or more Smart WiFi Plus extenders with your router to extend coverage within your home?

Try calling CS on the Freephone no. (Opt. 2) in my sig.

[Frax]

Hi and thank you for the reply, no all I got was the smart hub and no extenders

[Frax]

Thank you

[XRaySpeX]

Which EE router have you? Smart Hub Plus or Pro?

You can get up to 3 WiFi extenders from EE. Phone CS & ask for them.

[JimM11]

@Frax From who did you come from ISP to EE and did you have the router supplied by that provider, you obviously have and accepted that you speed was low, so unless you have a fault that was carried over you can text HELP to 66033. EE will run a diagnostic test and take it from there. It's all detailed in the link above.

[Frax]

I think it's this one Smart Hub Plus Sh31b Wifi 6 Router, well it looks like this one

[Frax]

I have had a house move, my last router was a EE WI/FI router which worked well but next to no signal at this house

[XRaySpeX]

Which EE BB plan are you on including its speed?

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.