13-03-2025 04:47 PM
When ordering my service I was given a guaranteed speed of 50mb/s, since start of service we have only been steadily getting around 20mb/s down and 3mb/s up. Every time we open a fault it is closed before the 30 days are up, openreach have been out twice and can't improve my line. This has been going on for a total of 3 months yet now I want to leave I am told I still have to pay the exit fee because the technical department don't believe it should be waived? Considering the fault is not on my end and EE can't give me the speeds they promised going into the contract should I really be expected to be out of pocket for this?
13-03-2025 05:16 PM
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:
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.
13-03-2025 06:51 PM
@thelcosgrave If the speed cannot be achieved then yes you can leave penalty free. You might want to read THIS