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.

[JimM11]

@jaketheplumber EE are supposed to start monitoring your system after the repair to see what is going on, if you are in any conversation with them always keep this in mind, with phone calls, and automatic system checks, the left hand will not know what the right hand is doing, and all sorts of confusion and issues will no doubt arise. 

[Mustrum]

@jaketheplumber  thanks for perciveering and making the second call. The email will have been as a result of one of the calls I think.

But I am slightly confused about the statement that the engibeers will have spare routers. That is not the case with Openreach, otherwise they would need a van full of routers from all the ISP's

However EE does have access to QUBE technicians who are able to help diagnose internal issues and general IT problems, but not the line or  anything external..

Was the appointment for 8 to 1pm or 1- 6pm or was it a two hour timeslot?

I also encourage you to fill out and sent the complaints form, we really need all the help we can get from the escalations team to get this resolved as soon as possible.

[jaketheplumber]

Finally managed to get onto the link to the complaints form after several attempts. Spent about 30 minutes detailing all the problems I've had, got to the end of the form where it says I am not a robot, ticked the box and it's come up with Invalid Captcha so I can't send it. What a damned waste of time.

Saved my text, refreshed the page and started again, all ok at second attempt.

[Mustrum]

Hey @jaketheplumber  so glad you saved that text and managed to get the message sent.

 Having the exec team keeping an eye on your issue will ensure more rapid progress is made.

@Christopher_G  are you able to provide any updates from the recent escalation?

[jaketheplumber]

Yeah my complaint has been acknowledged by email so at least I know they've got it, will be in touch on Monday hopefully with some good news.

[jaketheplumber]

Some peculiar things going on here over the weekend. From the time I sent the complaint form in my service improved almost immediately, didn't drop out until the early hours of Sunday then I had unbroken service again for over 24 hours. That's the first time that has happened in all the time I've been with EE,   I just can't understand that after all the problems I've had.

Engineer was here on time, had an early text message to say when he would be coming and then a confirmation call from him. He did lots of tests on the line then some work in the cabinet, back here and did more tests and now all seems well.   He did say that I may be getting some interference from my sub-woofer which sits on the same shelf as the hub but it's been sitting there without any problems for 20 years or more so I'm not about to start rearranging things.  Hub manager is now showing D/L speed of 63.06 U/L 19.59 which is about double what it was showing first thing this morning. Still keeping everything crossed here but hoping this has finally been resolved.

[XRaySpeX]

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@jaketheplumber wrote:

Hub manager is now showing D/L speed of 63.06 U/L 19.59

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At last about expected speeds for that line.

[Mustrum]

@jaketheplumber   well lets hope it stays this way.

I think the improvement  and time of the complain is just a co-incidence. It is more likley whatever is causing the problem was just not happening, could be a change of wind direction or someone away for the weekend. Or even you were not using the sub woofer at that time!  Doubt it is the last one, but at least you are aware and switch it off next time you get issues to see if it makes a difference.

Are there any things between you and the cabinet that may be a source of electrical noise? Electricy sub stations/transformers, industrial units with heavy machinery, shops with lots of electric stuff, even older street lights?

Let us know how it goes over the next few days - my fingers are crossed.

[jaketheplumber]

Well that was a short lived  success. Connection lost 7 times between 4.59am and 7.19am. Hub stats this morning D/L 33.13 U/L 7.56 so more or less back where I started. I am going to move my subwoofer as the engineer suggested but I really can't see it making any difference. Still clutching at straws.

[XRaySpeX]

A straw you haven't clutched is your home wiring but you've avoided testing it.