Dreadful Speeds.

[RobertMead]

My speeds are appalling and they have been throughout my entire time with EE, I have had multiple engineer.cisits, each one.xlaims.to have fixed the issue - it seems to be a different issue each time but the issue is never resolved.

 My speed guarantee is 58Mbps - the latest speed test via the EE shows the speed to my hub is only 41Mbps,  an independent test shows it is 38Mbps.

 Bizarrely I cannot go online and watch TV at the same time, my laptop is connected by WiFi and the TV by ethernet - surely there should be no conflict?? I cannot watch live 4k TV at all and regular HD channels stutter and stop, I've put up with this for close to a year now but I've had enough.

I don't use a phone so my.onky way of contacting EE is through the live chat, and that is dreadful, they just ask me to complete checks I e ready completed then book an engineer, then we're back to square one.

Apart from just giving up and leaving EE, what can I do?

[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.