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

jaketheplumber · ‎27-09-2024

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 · ‎10-10-2024

Don't plug filter in master socket external! Plug it into internal test socket. That what it's there for. The clue is in the word "TEST"!

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Mustrum · ‎10-10-2024

@jaketheplumber wrote:

I'm not going to wait until 10 days have passed, I'll have to phone EE tomorrow, this is ridiculous.

Absolutly, the 10 day thing gets bandied around wrongly, it is obvious the fault has not been fixed, so don’t let anyone tell you to wait 10 days. At best that is for minor tweaks DLM may make, do call as soon as you are able to.

JimM11 · ‎11-10-2024

@jaketheplumber To just clear up some response. When you had the install, did you use everything new from EE, you used the new router, the DSL cable that was in the box with that router.

Was the master socket changed when they came to fix the first fault that you reported. Or was it changed at the install?

Send the text help to 66033 today at 8.00am to get the ball rolling, EE will run through the test again and contact you, when they do and you speak to the guide, let them know its worse than what it was previous they should have been monitoring and will see all of the connection drops.

If you manage to get or borrow a filter, squeeze the sides of the 5C socket and pull forward, you will see were the filter plugs in with the front plate removed, pop the cable from the front of the master socket and plug into the filter, and the router will reconnect after 5 minutes, you would now be testing the line direct back to the green box via the filter.

jaketheplumber · ‎11-10-2024

I used everything that was supplied new at the install and the faceplate of the master socket was replaced at the first engineer visit. The last time I used the text HELP service the engineer didn't even turn up so am going to use the freephone line again now.

Mustrum · ‎11-10-2024

@jaketheplumber wrote:

I used everything that was supplied new at the install and the faceplate of the master socket was replaced at the first engineer visit. The last time I used the text HELP service the engineer didn't even turn up so am going to use the freephone line again now.

All of which you have reported already, not sure why you were asked again?

As the freephone number works for you, it will also allow a two way conversation with customer services to help explain the fault has not been fixed. Let us know how you get on.

jaketheplumber · ‎11-10-2024

This is not going well. I used the 0800 line and listened to 30 minutes of nightclub music again. Finally got a connection and started explaining the problem then without warning the music came back on for a couple of minutes then the line went dead.

Decided to use the TEXT service, waiting for appt. confirmation.

jaketheplumber · ‎12-10-2024

Engineer due on Wednesday 16th. DSL connection dropping every few minutes all day yesterday, broadband all but unusable and no better this morning. Having trouble getting on the Hub manager and when it does open there are no up or downsteam figures.

Thinkbroadband showing D/L 49.7 U/L 17.2 which is above the guaranteed speed but as I said originally that's no guarantee that the service won't drop.

Mustrum · ‎12-10-2024

@jaketheplumber Here is hoping they manage to find something.this time.

I don’t suppose you could beg/bottow/steal another router, or ask about one next time you speak to customer services?

jaketheplumber · ‎12-10-2024

I really don't want to disconnect my hub because I'll lose all the hub records and they are all I have to show how bad the service has been. Still can't get onto the hub manager, tried several times today.

Mustrum · ‎12-10-2024

@jaketheplumber Well if you can’t get onto the router manager then you may not have any records. That said you can disconnect it, and providing you leave it switched on at the mains the router will retain the records.

Also EE and Openreach will have access to the information to the equipment connected to your line so they will be able to see any drops. Alas they don’t proactively monitor the line, and only use the information to after you report a fault.

No worries though, if you are not comfortable, let us know how it goes on Wednesday.