Broadband dropping out

[DandL1]

We switched from BT in June … since then broadband has started dropping out , usually at night but sometimes mornings … and is just ‘ lumpy’ , sometimes waiting 5 minutes for it to restart …. Any reason why ? Never had any issues with BT … ??? 

[XRaySpeX]

@DandL1 : Which EE BB plan are you on? What EE router do you have?

[Mustrum]

@DandL1  alas faults can develop at any time, usally when you least want or expect them.

But this is not customer services, no one has account access so we have no idea what service you have nor can see the problems you are having, unless you are able to provide more info.

An option that may help is the following EE Broadband Help page https://ee.co.uk/help/broadband 

[DandL1]

Thank you I’ve got the 18 mps guaranteed package … but it still dropped out last night after about 8.30 pm … was intermittent and buffering after that …. Works ok on the morning and afternoon … but evenings are intermittent 

[Mustrum]

@DandL1   dunno about your area, but with the wind and rain we had last night that may be contributing to your issue.

It sounds like you are on an ADS: or FTCC circuit a long way from the cabinet. Do you still have a phone line? If so try calling 17070 option 2 to see if you hear any noise pops or crackles, if so report a phone fault.

Or you could get your line checked by following the steps here https://ee.co.uk/help/broadband 

[XRaySpeX]

18 Meg Guaranteed is actually the 36 Meg plan. So speeds could be up to 40 Meg.

Where is the router plugged into? A phone socket or a box on the wall (ONT)?