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]

Just had an interesting follow up call from EE. I'm getting £30.49 compensation for each engineer no-show (3 of them) plus a months free broadband for the inconvenience. I thought that was more than generous. 

[Mustrum]

Thanks for the update @jaketheplumber . Also glad they are following up with the compensation.

I take it your speeds are still good?

[jaketheplumber]

Speeds are excellent, had a momentary disconnect at 2.18am this morning but didn't even last a minute otherwise ok.

[JimM11]

@jaketheplumber At those times in the morning, more than likely some kind of OR maintenance going on, they do happen occasionally...

[jaketheplumber]

Yeah that's what another poster said earlier, there has been a lot of activity this week Openreach vans all over the street, there were four of them the day I had my visit. No idea what's going on but it doesn't seem to be affecting me now.

[JimM11]

@jaketheplumber With the PM i sent you, and what you had for your fix, would be really surprised any more issues for your cable fault now, you can trust me when i say 100% that i have absolutely zero problems with the EE Smarthub+ since then, apart from the usual odd maintenance issue that you cannot get away from, those do happen but are NOT that often!! 

[XRaySpeX]

From time-to-time keep an eye on Home > Status > Network uptime: to see when last discon was. Better & quicker than unravelling the System Log. My last loss of FTTC was 208 hours ago.

[JimM11]

@XRaySpeX The only real standout issue with the EE Smarthub+ is the longer that it is up, the slower that the web interface get's, that can be a little frustrating waiting on the pages to load up, trying hard to pin it down, got to 30 day's longest so far then had reset external one morning, just cannot win... Moving to full fibre 5th Nov, and do intend to keep the EE router up on the service unless there are any issues that i cannot get past, but really don't expect any problems.👍

[XRaySpeX]

@JimM11 : I doubt the OP's issues will be with the router but just the normal occasional resyncs of the FTTC connection. His earlier issues were not with the router.

[JimM11]

@XRaySpeX I am going to differ on that with your opinion to the EE router whether it is just that specific model.