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.

[jaketheplumber]

The last text I had confirmed the date and time he was coming, I only needed to reply if I wanted to CANCEL or AMEND. 

[JimM11]

@jaketheplumber Thanks, and would expect with the reported fault you have though they may start at the cabinet, pretty sure they are going to come and test your line also, if not to verify working or at least reset. You may have to call EE CS to find out what's going on, would leave it till midday if you've not had anyone.

[Mustrum]

---

@JimM11 wrote:

 pretty sure they are going to come and test your line also, if not to verify working or at least reset. You may have to call EE CS to find out what's going on, would leave it till midday if you've not had anyone.

Sorry, but that is not how it tends to work. If the engineer is unable to attend, it is more likley the job will have got cancelled. If they at least checked the cabinet today, then they should have reset the line, which is why I asked about the sync speeds. As a customer premices visit has been requested the job will go back to the ISP to rebook an agreed appointment., hence the need to speak to EE sooner than waiting. Were it me I would have been on the phone at 13:05!

One good thing, a missed appointment means compensation is due. The longer the issue goes on the more is due, but there is the need to keep up the dialouge with EE, otherwise they will want to close the fault and then start another, rather than keep the original timeline going.

@jaketheplumber   some bedtime reading for you, don't worry about taking it all in now, but do contact EE as soon as you are able to in the morning. https://ee.co.uk/help/broadband/fix-problem/automatic-compensation 

---

[jaketheplumber]

Thank you both, I will leave it until midday tomorrow then use the 0800 number.

[jaketheplumber]

Waited until 1pm on the off chance the engineer called but didn't show. Called the 0800 number and got to speak to someone after 20 minutes or so of head pounding nightclub music. I was told that the engineer did attend the fault yesterday but didn't need to call at the property, I asked if he was working on the cabinet and was told not necessarily he could have been working on the line elsewhere??????  sounded like BS to me. I was asked if the fault was still present and told them nothing has changed, the service dropped 9 times this morning between 6.30 and 10.00and the last time I checked my download speed it was 19.40, upload 2.5. Anyway another engineer has  been booked for Monday coming, all I can do is keep fingers crossed. 

[Mustrum]

@jaketheplumber  yes, sounds like BS to me too. If they booked an appointment and they went to your property and you were not in you may have faced a charge. So, the least they could have done is call you to say they were working on the line.

There are ways to escalate this if still not fixed on Monday.

[jaketheplumber]

I do hope something happens tomorrow to put this right, service has been dreadful this weekend. Service dropped 18 times yesterday between midnight and 7pm. Status reading this morning D/L 16.1 U/L 1.6. I had better service than this using dial up 20 years ago.

[Mustrum]

@jaketheplumber  hopefully not long to wait now..

[jaketheplumber]

All is sorted...........keeping fingers crossed. Engineer called and asked if he could come earlier than booked which was fine by me. Checked the output from the master socket and found exactly what the problem was, did several checks in the home then spent over two hours working in the cabinet outside. He ended up connecting my line to different fibre ports and put a new line into the property master board which feeds all the apartments here. Still not up to scratch so he went back to the cabinet and replaced the fibre ports too. My download speed is now way over what is guaranteed so for once I have what I'm paying for. A very pleasant guy and I couldn't thank him enough for the time and trouble he took getting to the root of the problem.

Many thanks to everyone in the community here for all the advice you gave me. 

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.