FTTC: impossible guarantee download speed given by EE

[Dabmonger]

On taking out broadband with EE, the fastest option available to me was the Fibre/Essentials 50 option. 

I was getting a max of about 45 Mbps down, and 11 or 12 Mbps up, prior to joining EE.

Because I didn't want the upload speed to be capped at 9 Mbps, I upgraded to Fibre/Essentials 67.

Two strange things have occurred: 

1.  upload speeds still seem to be capped at 9 Mbps

2.  a download speed guarantee of 58 Mbps has been provided

I've absolutely no idea where this unrealistic speed guarantee has come from. 

FYI Openreach attended my property in 2021, and 45 Mbps was the best they could do, despite even moving the master socket (this is somewhat slower than my neighbours around me).

I've been in touch with EE - the first suggestion of changing the DSL cable unsurprisingly didn't bring about any benefit, and the second suggestion of an engineer visit isn't likely to be of any benefit when Openreach have already visited. 

Anybody got any idea on what to do, other than speak with a manager?

[XRaySpeX]

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@Dabmonger wrote:

2.  a download speed guarantee of 58 Mbps has been provided

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What download speed are you actually getting with your Fibre 67?

[Dabmonger]

The download speed has completely unchanged - 45 Mbps. As expected given an Openreach engineer attended a few years back, and this was the best that could be done. 

As for the upload speed, I was getting 11 or 12 with NOW/Sky, so I'm surprised that the upload speed is still getting capped at 9 Mbps (as per the Fibre 50 cap).

I raised an issue with EE about all this, was told to change the DSL cable, and that I would receive a phone call the following Sunday at 5pm.

However, the fault/complaint appears to have been cancelled by EE as the fault was found to no longer exist 

Every time I phone or message EE, it's like a brand new episode of Fawlty Towers each time, guaranteed.

[XRaySpeX]

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.

[XRaySpeX]

Where do you see the 58 Meg download speed guarantee?

In your online EE BB a/c > Manage broadband > Your speeds explained what does that say there?

[Dabmonger]

Hi @XRaySpeX. Thanks again for your assistance. 

I will be sure to carry out each of those three tasks later. 

As for the 58 Meg guarantee, I've seen it in two or three places I think, one of which is on the home

 

page of the EE app (attached).

[Dabmonger]

Information

[Dabmonger]

Speed test: 

https://www.thinkbroadband.com/speedtest/1760666530211065555

BT Wholesale Broadband Availability Checker:

 

 

 

[Dabmonger]

I look forward to hearing your thoughts @XRaySpeX .

[XRaySpeX]

I still like to see your online a/c's Your speeds explained before I venture an opinion.