Full fibre broadband stopped working whilst watching youtube

[TedDeen]

Hi,

I was watching YouTube and at 2am the Internet dropped out. I checked the router and the blue light was flashing orange. I reset the router, checked all the cable and went into the router settings to restart the router but nothing worked i notified EE through the app at 2:21am. I checked the status at 4am and there was an update stating the expected time for a fix was 7pm on 12th August thats next week, is it really going to take 5 days to fix? 

 

[JimM11]

@Rodolfo123 At least you have had the consistent over both and Two years would have been dealing with it a lot sooner!

[TedDeen]

 

what is going on? How can you have updated the repair at 4pm 8/8/25 when it is 3:16pm on 8/8/25.

Is EE just lying?

[Rach_H]

It is possible that the engineer was estimating the time the repair would be complete, or how long it would take for your service to be restored @TedDeen. Are you still having issues now?

Rach

[Mustrum]

@TedDeen    is your broadband working now?

[TedDeen]

It started working around 20 minutes ago but kept going off. It's been on for about 5 minutes without interruption for now.

However I'm only getting about 120mb when testing it. I pay for 1 gigabit (700mb guaranteed) this is usual with EE I rarely get the full 1gb or even 700mb it hovers around 120mb. This is the main reason I will be leaving EE ASAP and also why I would never recommend EE to anyone.

[Mustrum]

@TedDeen   it sounds like your problem has not been fixed or there is another fault that needs fixing.

You need to get back in touch with Customer Services  and report the continued problems.

I can understand your desire to leave EE, but all suppliers need you to let them know if you have problems.

[TedDeen]

I have finished a call with them. Same usual unplug restart try again nonsense. 

The run around they do is annoying but it's a great tactic, annoy a customer that is basically locked into an account as I really can't do anything but complain and hang up and they are still guaranteed money for 2 years.

Fixed contracts are legalised theft.

[Mustrum]

@TedDeen   if they are not fixing a problem within a month they are obliged to let you leave without termination charges.

Hence why it is worth keepin a simple log, and it does no harm to remind them when you call/

Just saying.

[Ali_A]

@TedDeen 

Are the speeds you're achieving through WiFi or while connected via Ethernet cable? 

Ali 

[TedDeen]

I originally assumed it was my WiFi even though I have WiFi 6 and 7 devices. So I brought an ethernet cable and connected it to a 10 gigabit LAN port on my PC and I still got the same speeds.

I used to have 500mb BT broadband and that would sometimes get over 500mb on WiFi or LAN.

When I used my Samsung S23 at my sisters who has Virgin Media Broadband I get a solid 700mb the maximum the S23 supports.

This isn't a connection issue it's an EE issue. 120mb is enough most of the time but I not paying for 120mb I'm paying for 1gb.