Broadband speed so bad in evening

[Michelle193]

I went from Bt to EE as they said bt only buisness from june with digital voice phone which is no good when speed drops.I have had 4 outreach engineers out and stephen from liverpool as EE said ive been forward to techs high complaint no phone calls no compensation as promised made me so ill.My broadband drops as soon as everyone comes home  from school work  in other houses then games it goes to 2mpb from anytime from 7.30pm to 11pm. I dont even have gaming and my guaranteed speed is 23 lol . its a joke noone has rang me??? And carnt get through on busy EE with all the complaints

[JimM11]

@Michelle193 There is no one on the public forum that has any access or account information regarding your issue, you can only pursue it through calling EE CS, have you run the text test to your line from your mobile. The details are below they test your line, and will call you back if an issue is found. Text the help below.

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

Charges may apply at your standard rate.

1. We’ll run tests on your connection to find out what’s going on.
2. If you need an engineer, we’ll text you in 15 minutes to book a slot.
3. If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

Opening hours:
Monday to Friday, 8am to 9pm
Saturday and Sunday, 8am to 8pm

Call us

Monday to Friday, 8am to 9pm
Saturday and Sunday, 8am to 8pm

From your EE mobile

150

From any other phone

0330 123 1105

Calls are free from an EE number. Charges may apply if you call from another network.

[Michelle193]

This was already done its been on going complaint waiting for them to contact me from the tech complaints i have a open complaint.Its ok in the day!!!They knows this

[JimM11]

@Michelle193 If you have a complaint reference, you should be able to track what's going on regarding it possibly from your EE account. Getting through to speak to someone does appear to be difficult.

[XRaySpeX]

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

[Michelle193]

Why does it matter plan router its fine in the day and its only happened since EE .im on fibre essentials 36  smart hub plus .It was fine for couple months

[XRaySpeX]

So I might be able to help you with your slow BB speed issues with certain of EE's BB plans. Yours is 1 of them.

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.

[Michelle193]

I carnt do all that



Sent from my Galaxy

[XRaySpeX]

OK!