Evening Congestion 1600 Mbps Service / EE Support Complaint

[Spyder99]

For the past couple of weeks I've noticed my download speeds dropping significantly during evening peak hours around 6-10pm ish.  

I pay for the 1600 Mbps service with a minimum guaranteed 1300 Mbps speed.

I've logged speedtest results for the past couple of weeks so I can prove when the speeds are dropping.  

When I do the test nobody else is on the network, it's tested hardwired on a 2.5Gbe connection high quality Cat 6 cable approximately 4m away from the router.

I've spoken to EE support a few times and they basically say everything looks fine their end and an engineer is coming out tomorrow lunch time.  

Because it's not the peak time it'll work fine.  How do I approach this to try and get a fix?

Below is the speed test results with date and times:

22-09-2025 20:58 - 116.82 Mbps
22-09-2025 21:09 - 144.87 Mbps
22-09-2025 21:17 - 234.85 Mbps
22-09-2025 21:58 - 822.12 Mbps
22-09-2025 23:00 - 1690.27 Mbps
23-09-2025 21:15 - 631.59 Mbps
23-09-2025 22:56 - 1635.06 Mbps
28-09-2025 22:32 - 958.41 Mbps
30-09-2025 22:11 - 362.24 Mbps
01-10-2025 01:34 - 1663.63 Mbps
01-10-2025 20:39 - 70.85 Mbps
01-10-2025 21:03 - 81.93 Mbps
01-10-2025 21:15 - 71.91 Mbps
01-10-2025 21:37 - 74.16 Mbps
01-10-2025 23:22 - 1365.04 Mbps
01-10-2025 23:47 - 1646.63 Mbps

[Spyder99]

I’ve just done the EE app test and it’s showing as slow. Now the biggest drops are during the weekdays not the weekend but it’s still way below my minimum guaranteed speed of 1300mbps. 

 

[JimM11]

@Spyder99 Will take a look once your picture gets approved for viewing!

[JimM11]

@Spyder99 Indeed your app is showing what is required now for EE, a call to EE CS is what you need to do!

Would also point out to you that the system thinks you are supplied with a EE Smarthub+ Router and NOT a EE Smart Pro system for your app connection! Picture is wrong in showing you the connected device!

[Weety]

I get a similar issue in evenings, occurring only in last few weeks
with speeds as low as 40mb/shown on a 900mbs link

at the time of congestion, Openreach see no issues on fibre (exchange test to ONT got 980mb/s, EE app got 74mb/s)

looks like EE may have congestion issues in their network

ONT and Router replaced, now awaiting EE/OR to investigate further

[JimM11]

@Weety Sorry not getting that, if you said OR tested from the exchange to the EE Router and recorded Full speed at peak time then WHY a ONT/Router change it does not make any sense or someone is porky pies!

[j33tco]

I refuse to beleive in this "congestion" rubbish ... iv just moved from virgin 1gb fttc to ee 1.6gb fttp ... I never had speed drops or fluctuations eith Virgin at any time, but same as post, from 6pm onwards my dl speeds range from 60-90mb to 1300 over wifi 7, jitter and lag on all devices, connection dropouts ect. So in essence, fibre to the property is less stable and less reliable that fibre to the cabinet ... 

[Weety]

No porkies , it’s all on EE, the issue occurs in evenings only (see screenshot for evening speeds)

OR changed ONT to rule that out
EE then wanted to do a cease and reprovide (which would do nothing physically) which would take a week+ (with no internet)

so another OR engineer was sent

a replacement router was then sent out, same issues 

I’m now spinning, trying to get them to fix the issue (or even look at the cause for evening slowness)

Each call to EE seems to be 3 steps back …..

[JimM11]

@Weety The Porky Pies was NOTHING to do with you, your captured picture tells the full story it was all about the other reference regarding OR saying heh we tested it's not us but by the way here is a new ONT that's the BS and they need to stand by the facts! @j33tco say's congestion is all a myth!

[Weety]

I’ve seen this congestion on several different ISP’s over the years, it normally  occurs only at Peak Usage times (evenings), normally they are all ISP end/their links to exchange 

In my case OR have shown the bearer fibre is getting the same rates as off-peak (980/114), but exchange to home is only one part of the equation , 

@j33tco has issues with his setup, and should test via a wired connection