EE App Will Not Run a Speed Test

[Will182]

I saw a number of previous posts at the end of last year that people were having issues with the EE App after being moved over from BT. 

We only moved over in Feb/March and are having the same issues. I want to try and run the tests because our wifi connected house alarm keeps dropping connection and waking everyone up each night so trying to work out the issue (only started since the new EE WIFI). 

Spoke to EE Customer service and they said they were not aware of the problem so wanted to see if others were still having an issue. 

[Ali_A]

Hi @Will182 

Welcome to the EE Community! 

Sorry to hear you're facing an issue with the EE app. Have you tried clearing the app cache/cookies, and reinstalling it? 

You can run a speed test on Ookla.

To test any issues you may be having with your broadband, you can have a look at Fix an EE broadband connection problem, where you can test your line services. 

However, if it's the Wi-Fi that is dropping, you may want to check if your router is set up for 2.4GHz, rather than 5GHz, for your home security to connect through. 

Ali 
 

[SBowler]

Yes, it was working up to about a week ago but now the speed test won’t run.

[Christopher_G]

Which router do you have, @SBowler?

Have you tried deleting and re-downloading the app?

Chris

[SBowler]

Yes, tried re-downloading. The message says it’s down to EE and try again later. We have a smart hub pro. 

[Christopher_G]

Have you tried deleting and re-downloading the app, @SBowler?

Chris

[TheLoon]

I have the exact same problem, with the pro hub 

[XRaySpeX]

@Will182 , @TheLoon : Welcome to EE's Home Broadband Forum.

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.

[Boris1951]

I am also having issues with testing my speed through both the app and EE website. I have contacted support and they tell me my speeds are ok but independent speed checkers sy differently. Howare we supposed to know when we have a problem with broadband. My TV pixelates and EE say there are no problems. Going round in circles ! Ive  deleted the app and reinstalled it but still the same. Never had a problem with the BT app

[XRaySpeX]

@Boris1951 : When your speedtest is wildly awry from your sync speed.