Full Fiber Zero Upload

[Poepox]

This is a recurring intermittent issue I've been having with my full fibre broadband for the past month. I've contacted EE support twice, and they told me it's an issue with my wifi despite telling them multiple times it happens regardless of using wifi or Ethernet. Here is what a basic speed rest gives me.

 And here is a basic tracert: 

 This were both done via an ethernet connection to my PC. The issue began the day after a severe thunderstorm and has basically rendered my broadband connection useless. 

When I contact support they just keep telling me their diagnostic tools don't detect any errors, but clearly there is something wrong. It's quite frustrating to be paying £80 a month for a connection I basically can't use. I will try to contact support again in the morning but I'm currently at my wits end and seeking help resolving this issue or if someone could shed some light on a potential fix.

[Northerner]

Hi @Poepox 

Which router do you own and can you try a different router (if you have one).

Thanks 

[JimM11]

@Poepox Nothing wrong with your tracert at all, your ookla have you tried another path to see, also do a another as linked below and post the linked reply for it not a camera picture.

https://www.thinkbroadband.com/speedtest

https://www.thinkbroadband.com/speedtest/1782631725366550355

[JimM11]

@Poepox And typical for tracert, i have hidden my IP so you are aware.

Microsoft Windows [Version 10.0.26200.8737]
(c) Microsoft Corporation. All rights reserved.

C:\Windows\System32>tracert google.com

Tracing route to google.com [2a00:1450:4009:c08::8b]
over a maximum of 30 hops:

1 4 ms 3 ms 11 ms 2a0a:ef40:xxxx:xxxx:xxxx:xxxx:xxxx:1
2 10 ms 7 ms 8 ms 2a0a:ef40:ffff:16::1
3 24 ms 18 ms 18 ms 2a0a:ef40:fffe:505::2
4 * * * Request timed out.
5 24 ms 21 ms 20 ms 2001:4860:0:1::4b4b
6 22 ms 22 ms 23 ms 2001:4860:0:1::9924
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 23 ms 23 ms 22 ms lclhrb-in-f139.1e100.net [2a00:1450:4009:c08::8b]

Trace complete.

C:\Windows\System32>

Edit:- If you have not tried so would power also off both your ONT and the EE Hub if that is what you are using, at least 10 minutes, start the ONT first when it is fully up again on all green, then restart your hub.....

https://whatismyipaddress.com will show you any before/after changes if your wan connection has been changed, so do that and either record or screen capture to see Pre/Post result's.

[JimM11]

@Poepox Also run an ip4 version so we can see that you don't have an iPv6 issue.

C:\Windows\System32>tracert -4 google.com

Tracing route to google.com [142.251.30.113]
over a maximum of 30 hops:

1 7 ms 4 ms 4 ms ZenWiFi_XT8-BBD0 [192.168.xx.x]
2 8 ms 11 ms 8 ms 90.247.128.1
3 21 ms 18 ms 23 ms 63.130.172.33
4 21 ms 22 ms 22 ms 212.229.88.198
5 21 ms 21 ms 22 ms 142.251.55.9
6 25 ms 24 ms 22 ms 172.253.177.36
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 21 ms 21 ms 26 ms sv-in-f113.1e100.net [142.251.30.113]

Trace complete.

C:\Windows\System32>

[JimM11]

@Poepox Guilford OOKLA does look to be ok server wise. Linked below.

https://www.speedtest.net/result/19365939833 

[XRaySpeX]

Have you run 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.

[Poepox]

EE SMARTHUB V6. I think I have an old tp-link hub stored away somewhere. I'd have to find it first.

[Poepox]

I've had usable internet back briefly again, but dropped off again to the point where the speedtest website won't even load, though tracert still possible. Doing ip4 tracert provided similar results as before. 

I've restarted the ONT and Router before on the advice of EE support but they said for only 5 minutes so I'll try for 10 minutes now as I can't use the internet anyway. (Currently using 5g on phone).

[Poepox]

I have the app on my phone so I'll give it a try soon, the reason for using the other speedtest was just to prove it wasn't the wifi, which I would be forced to use on phone.