Broadband speeds

[budgend1]

Why can you not contact EE by email? As my query relates to Broadband Speed availability. At present I have a contracted speed of 18MB, my neighbour could sign up for 73MB, yes a slightly more modern house. But I keep receiving mail shots from local companies offering download speeds of up to 1000MB and this is without all the current advertising that goes on the box about speeds greater than my current speed for less pennies per month. My contact is up in September and if EE/BT can not give me a greater speed I will change my supplier, after dealing with freeserve/wanadoo/orange and now EE.  

[Chris_B]

@budgend1  Emails are to slow to deal with customer issues.   When you signed up that might have been all that was possible at that time.  Things do change over time so you’ll probably find you can get a better speed now comparing when you took out this contract.

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

EE does not provide any email contact even tho' emails are often better than phone calls in providing an audit trail for both parties & they don't need to be slow.

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.

Full router stats are key to any speed & connection issues.

2. 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.

[Mustrum]

@budgend1  Hi and welcome to the forum.

The speeds you can get are dependant on the Telecoms infrastructure that can connect to your property, and the amount you pay. The key to what EE or BT and some other suppliers can provide can be found by entering your phone number into the BTW DSL checker https://www.broadbandchecker.btwholesale.com/#/ADSL 

For other suppliers you may need to look on comparison sites as not all suppliers are able to share the same infrastructure.

It would be worth doing some research to determine if your speeds are due to the product you have chosen or if you have a fault, and also to see if higher speeds are available on your line.

Then to see if fibre is available and who is able to supply it. Whilst no one has info on your account or where you line, I am sure you will get help translating the tables and info you get.

HTH. 

[budgend1]

Thank you for all your replies so far, but in this area, which is a fairly large town I live in, we have 2 companies that are not multi national or big UK companies that have installed fibre cables in the area and are offering fibre into the house complete in the monthly fee, which is frozen for the length of the contract. Unfortunately over 40 years ago it was proposed by the Electricity Industry to install fibre cables into all new build houses along side the electricity cable. This was turned down due to the privatisation of the Post Office Telcom service to become as we know BT.