Guaranteed download speed not high enough to stop service dropping out.

[jaketheplumber]

Switched from BT to EE on 05/08, checked that my download speed what at the level guaranteed (44.91Mbps) and all seemed ok for a day or two. Service started dropping out after a few days, went through the test procedure on the EE site and was informed of a fault, engineer was booked to investigate. Started monitoring my download speed and it was only half of the guaranteed speed, sometimes as low as 18.8. Engineer arrived on 13/08 and said the only way the problem could be solved was by asking EE to raise the cap on the download speed. He did this via a phone call after he left and after I reset the hub all was ok again, download speed was back to 50 or more.Within 2 days it all went pear shaped again.I kept a check on how often the service dropped out and it happened at least 4 times a day from 15/09 - 25/09. During this time the speed was generally around what it should be but the service was still dropping, yesterday and today it has dropped out several times and the speed is back down to 27Mbps. Tried phoning yesterday and ended up on hold for what seemed like an eternity while constantly being told by EE how important my call was to them. Really don't know what to do next.

[XRaySpeX]

You scrubbed 1 of the right lines but you didn't do the 2nd. You've still time to edit the image & replace it in your post. 

[XRaySpeX]

Yes, you can! You've got an hour from when you posted it.

Ah, well done! You did it!

[jaketheplumber]

This is the result from BT Wholesale Broadband Availability Checker . Address deleted

[jaketheplumber]

This is the result of the speed test via the lin k you supplied

[XRaySpeX]

Yes, you should probably be getting a sync speed of 70+ Meg instead of which you are currently getting about 32 Meg.

I've been agreeing with @Mustrum that faults/noise on your line has caused the DLM to react & throttle your speed.

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats when plugged into test socket.

Is the issue any better?

[Mustrum]

Hey @jaketheplumber  it is great that you have been able to log into the router and post the results. They do confirm your speeds are much less than you should be getting, but this is not customer services and we are not able to get Openreach out to fix yur line.

Have you managed to call them ? 

@XRaySpeX  yes not very helpful router stats. I wonder if there is more info in the log?

[XRaySpeX]

Dunno, @Mustrum , never really looked for them but that's an idea.

@jaketheplumber : Looking at Advanced Settings > Technical Log > Event Log can you see any words like "Noise Margin", "SNRM", "Attenuation" possibly along with some speeds?

[jaketheplumber]

The Openreach engineer replaced the faceplate it's not a split one. I don't have a corded phone to do any tests.

[jaketheplumber]

I just posted my problem and am trying to do what I've been advised, I know you're not customer services. And no I haven't called them as I've been out most of the day.

[JimM11]

@jaketheplumber And again, it is fully automated, they will test your line, if they find an issue which they should as you sync speeds are in the toilet, then they will call you back, you should receive texts etc from EE. The very bottom link explains it all for you!

just do this below from your mobile if it is registered to your EE account. Help link is below that.

Text EE for a call back

If you need help with your broadband, text HELP to 66033

Contact Us To Request Technical Support for Broadband and Landline | EE