Fibre broadband suddenly slow and unreliable for the past week

[Cats_10]

Hi,

My EE fibre broadband has been behaving unusually for around a week. Previously, it was very fast, and I used a wired Ethernet connection with speeds of approximately 100 Mbps or more for both download and upload.

I initially noticed that video calls had become unusable and webpages were sometimes taking a long time to load. I switched my computer from Ethernet to Wi-Fi, but the connection is still performing poorly.

My speed tests have been inconsistent:

• Google speed test initially showed 10.5 Mbps download and just 0.10 Mbps upload.

• A later test showed 24.2 Mbps download and 11.3 Mbps upload.

• My phone on the same Wi-Fi network showed approximately 10 Mbps download and 63 Mbps upload.

LibreQoS is also reporting very poor internet quality. My latest computer test showed an average loaded latency increase of around 910 ms, with a maximum increase of around 1640 ms. It rated the connection as unusable, with video calls and browsing both performing poorly.

Task Manager showed 0% network usage when I checked for background activity.

I've restarted the EE Hub by switching it off until the lights went out and then turning it back on, but this made no difference.

I've also tried using the EE service status checker throughout the day, but it continually displays:

"This service isn’t working right now. Please try again later or contact us for support."

I'm not sure whether this is an issue with the Hub, the fibre connection, or a problem on EE's network.

Has anyone experienced similar symptoms recently, or can an EE representative advise how I can get my connection properly tested while the service checker is unavailable?

Thanks.

[XRaySpeX · Accepted solution]

What speeds are reported by running the speed test in the EE app? That will not only measure the raw BB connection speeds you are getting at the router as well as speeds to the device from which you are testing.

If it is a neighbourhood issue, you could consult Check service in your area  to see if any faults are being attended to in your local area. You may also Report a Problem there.

Have you reported your problem with your BB to EE? They can't do anything about it until you do. Text HELP to 66033 to get EE to test the line & see what needs doing.

Which EE router & WiFi extenders, if any, do you have (read label or post a pix)? What is the name of the EE BB plan are you on including its speed?