Broadband speed

[kim51lee63]

HI, since moving over to EE, my internet speed has dropped and on one occasion failed altogether. One new hub and a visit by an engineer, no better. Call after call and all you get is "well, you are getting the minimum guaranteed speed so what's the problem ?". The problem is that it is so slow work is difficult at best, just no help at all, am I the only one with this issue ?.I never had this with BT, should have stayed with them.

[XRaySpeX]

@kim51lee63 : What is the name of the EE BB plan are you on including its speed? What EE router & WiFi extenders do you have (read label or post a pix)?

[kim51lee63]

Hi, BB is Essentials 67, router is a Smart Hub Plus. Last readings, download @ 59.9 mbs, upload @ 13.8 mbs, compared too expected range of 66 to 76 and 17 to 19 respectively. When I was with BT, speeds varied between 70 to 75, in other words usable. The main issue here is that BT offered a better service all round, problems were rare but remedied quickly, EE just don't seem to have the same commitment. 

[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 SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs. Also post the Home > Status page.
• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• 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 speedtest, preferably wired 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.

[kim51lee63]

Hi, no more, this is something EE should be doing. I will be opting out of EE at the earliest, unfortunately, my contract is till April next year,  thank you anyway. 

[XRaySpeX]

Well, you came here for help!

[Peter_W]

Hi @kim51lee63.

Welcome to the Community!
Whilst we don't have account access via these forums, there are sometimes troubleshooting steps we can try to help resolve your issue. 

This does require you to check a few things though like @XRaySpeX has recommended. 

If you'd prefer for us to run some checks directly, you can send us a text with HELP to 66033 and we'll guide you through some steps, test your line and if needs be get you a call back from our team.
Peter

[Matt_124]

Hi @Peter_W 

Is the number not 66033 or has this been changed?

[Mustrum]

It is.

Contact us about your broadband and landline

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.

[Peter_W]

@Matt_124 it is indeed... I'll edit my post, must have been a momentary blip 😅

Peter