EE 1600 MB - Connection Issues, can anyone help?

[JoeCullen]

Hello 

So, around a month ago i was experiencing big issues with my router on the 900Mb plan, kept losing connection randomly each day so they suggested i can upgrade the package and should go to the broadband built for gaming etc 1600Mb package as it would help me. 

Being honest the switch has been a mess, took a week for my app to work as the person “had spelt my surname wrong” and needed a special team to fix my account but that’s just one issue. 

My big issues are the speeds and stability, when i used to play the xbox wirelessly i would get the 900mb speeds, now whenever i play wireless it is showing 200mb max 230 ish.. wired gets around 1GB but the stability is the real issue. 

I’ve lived in this house 6 years and never really had any issues ping always running around 12 - this however has since upped the ping to around 20 despite promoting “lower ping mode” which seems a marketing tool. 

Howverr the biggest issue is the lag spikes, in a game of fifa for example the orange bar will come up around 10 times a game and ping will spike to around 100, it does this often and on every game, this happens whether playing wireless or wired, i’ve tried with and without the “discs” on to test but having no joy either way. 

Anyone have any ideas, with all the issues i’m up to about 15 calls in first 10 days of owning this package and it’s a miserable experience, for the quickest broadband in the UK and one that promotes more stability and lower ping mines got worse than my 900mb package 

Any help is appreciated, 

[JimM11]

@JoeCullen While waiting on your picture to be approved for viewing, what is on your network should have put a question mark but did not,  Do you happen to have any other devices on the network, boosters/powerline/IOT devices also possibly a mesh system? Not a gaming person have looked and quick copy of the link below it may be help.

How To Fix FIFA 21 Stuttering and Lags in Xbox Series S (thedroidguy.com)

[JoeCullen]

Sorry i mis understood that 

No other devices. same as before, with last router it was unstable and disconnected hence the upgrade but never had lag and such high pings

Tech team aren’t very technical, they said it’s just xbox servers, no it isn’t. my ipad lags in games and i’ve never had it in years with this property. 

[JimM11]

@JoeCullen If you need help with your broadband, text HELP to 66033 and if it finds error then EE will call you back, looks like you have to go down this path if it does not even work on an Ethernet connection.

Contact us about your broadband and landline (ee.co.uk)

[JoeCullen]

 

Hello all

I’ve been away for a couple weeks but come back today to hope that it would have got better, they say no fault detected 

However it is completely unusable - Wired speeds on xbox are like 100mb and ping is around 1200, something must be wrong with it, games can’t actually be played any longer. 

900mb was fine wish i never ever tried to get a better speed 

Screenshot attached of the speeds and issues, happens on wired and wireless 

[bobpullen]

So your speeds don't exceed 100mbps whether the XBox is connected wired or wirelessly? Is it just the Xbox that's affected, or does the problem extend to other devices on your network too?

If you log into the Hub Manager at http://192.168.1.254 and navigate to 'Status', what does the WAN link speed show?

[JoeCullen]

Hello All

For context i am at the end of the road before releasing the contract and never returning to EE again, i am about 30 calls in with specialist teams passing it to other teams and vice versa, 

For a quick story, i had the 900mb broadband but was having some router issues (disconnections randomly) so when i rang they recommended the upgrade to 1600 etc which i did..

Ever since that day i have had the worst broadband and gaming experience ever in my internet life.. 

Speeds are all over the place, currently running at 100/200mb with devices metres from the router. 

However the huge issue is gaming online, it’s unplayable - the ping just goes from 20 to 50 to 200 to 500 to 1000 to 1500 and moves around, you literally can’t play a single online game.. i’ve rang and rang and everyone says this is odd and they can see issues but are unable to fix. 

They’ve now sent me 3 routers and 4 wireless boxes, but honestly? its the worst i’ve ever had, i can’t understand it, the engineer upgrading me to 1600mb changed two things, the router and the little white box on the wall as he said my other was older and not quick enough for the 1600mb broadband. 

When i say this package is unusable i mean it, you cant play a game on the xbox without lag and huge huge lag at that. My broadband 15 years ago was more reliable, seems a big issue somewhere but nobody clear on how to fix.

Im probably 15 calls into EE now and it’s been escalated to countless teams, ones that don’t speak to customers etc but getting absolutely nowhere. 

I would love someone to solve this as i really would be grateful, i think im about one call before taking legal action if they don’t remove me from the contract and finding another provider, as saying they can’t fix it seems a kop out, they seem to only have one team trained on this broadband and that is a very loose term as most don’t seem to know much about it at all.. 

I’ll attach a few pictures so you get the jist.. beer in it for anyone that can help, you’ll see by the pictures it’s so inconsistent, occasionally get good speeds but even when i do i can’t play a single game. 

 

 

 

[JimM11]

@JoeCullen See the end of the copied post, looking like you maybe caught in the situation, just in case. Response from @evans57 failed completely to resolve....

Solved: Upgraded to Full Fibre - Low Speed, High Packet Loss, No Resolution - The EE Community