EE Broadband Performance significantly worse than with BT

[rjs6]

Hi all,

I've recently switched from BT broadband to EE broadband and received a new EE Smart Hub Plus as part of the switch. Since the switch, I've noticed Internet performance is significantly worse with EE than it was with BT.

Generally everything feels that little bit slower, but for some web sites, including sites like the BBC, Sky, even the EE site, the web sites will load very slowly or even timeout completely, then suddenly load and work perfectly. 

I work a lot from home, and everything on my work laptop, working via VPN, feels much slower, including logging in, copying files, accessing internal apps, etc.

Both my main home PC and work laptop use wired connections to the hub. Hub (SH31B) firmware version is r1.35.0-R-1138091-PROD-83002, downstream sync speed is 76.49 Mbps, upstream sync speed is 19.56 Mbps. Hub uptime was 2 days, 6 hours, and going by the log it restarted itself just after 3am in the morning (no idea why).

I've tried testing my broadband service via the Smart Hub, but it just seems to take me to my EE home page, and if I try to test via the EE app it tells me that, "Your home connection could be improved", but provides no detail. It suggests it's going to run further tests and restart my hub. The hub then restarts, but there doesn't appear to be any improvement in performance.

I think I might still be within my contract cooling off period so I'd be interested to hear from others if this experience is typical or if I might have some kind of fault on my service. Unfortunately I've already returned by BT Hub so I can switch that back in to determine whether or not the hub is the problem. Looks as if EE technical support is as bad as BT's so not very hopeful there, but I'm awaiting a call back from them anyway. Assuming I can still cancel my contract, I'm already wondering if I should consider switching to an alternative provider.

Would appreciate any feedback/thoughts.

[JimM11]

@rjs6 Text HELP to 66033 and have EE run a diagnostic on the system. Speed test below will let you see if you have upload/download delays, but suspect you have upload....

https://speed.cloudflare.com/

[rjs6]

Ah, interesting results, thanks for the link Jim.

I am awaiting a callback from EE support.

[JimM11]

@rjs6 Just ask also to get your BT Smarthub2 back, as you liked it and it worked ok, or go out buy one second hand.

[Minkey1]

@rjs6 

Don’t know what plan you’re on. I’ve certainly had my issues since moving over, but performance from my new router isn’t one. My desktop, and even laptop, days are over and speedtesting over WiFi to my phone and tablet is significantly better than I had with BT’s SH2. No regrets returning that one. WiFi coverage in the house is better too, tho now I have 2 smart extenders, as opposed to the 1 BT disc I had before.

Example. For space reasons our wireless printer is upstairs. With SH2 we’d need to stand by it to print over WiFi. Now can print (from same devices) from downstairs.

Hope you get sorted 👍

[JimM11]

@rjs6 You may wish to have a look at your contract for your min/max speeds as quoted, but OR are saying you should be well up there at 80/20 unless you actually have a line fault. would be good to get a picture off you connection socket arrangement. 

[JimM11]

@rjs6 2 samples but unfortunate i now only have a fttp service, one to the EE router wireless, and one to the Asus router wireless so you can see the difference.

EE Smarthub+ SH31BAsus XT8's

[Hotcityliving]

I have the same problem. Switched from Plusnet to EE at similar speeds and everything is much slower. 

[Peter_W]

Good morning @Hotcityliving.

Welcome back to the EE Community, and I'm disappointed to hear you've been struggling to get the most from your connection since switching from Plusnet. 

Is it only when using WiFi that you're noticing the speed issues, or is it the same when using an Ethernet cable?

If you haven't already I'd recommend texting HELP to 66033, this will guide you through some troubleshooting and run a check on your line.

If needs be we'll help you arrange an engineer appointment or call back from our team too.

Peter