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  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

[XRaySpeX]

OK, then do speedtest over WiFi.

Are you logging into the router itself, not your EE a/c? Login to your EE Smart Hub/Router at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router. 

Advanced Settings are on the Home Page, bottom right I recollect.

[jaketheplumber]

No I only switched from BT because it was too expensive.

[jaketheplumber]

Thanks will try that number tomorrow. Service has been dropping all evening, last test download speed was 15.0 upload 6.8, this is not what I'm paying for.

[jaketheplumber]

Thanks for that, very useful to know.

[jaketheplumber]

Thanks again, don't know why this info isn't more widely available.

This is the speedtest service I use because it's free of adverts.

https://fiber.google.com/speedtest/

[XRaySpeX]

So is http://www.thinkbroadband.com/speedtest.html & it's far more versatile giving a graph over time rather than just 2, Down/Up, speeds.

There is a sticky, Need Help with Your Home Broadband Speed or Connection? , at the top of this forum covering this sort of thing.

[JimM11]

@jaketheplumber From your reply, do i read that your BT router was fine, no issues before this? The link and guide i sent you the text will generate a test of your line and broadband, as you appear to be having issues then if it shows up, EE will call you back, organise an engineer to come look and hopefully sort out your problems. As you are on the new EE system there is now diagnostics at there end, will save you all the messing about, do it tomorrow in the morning when they are manning the office.

[JimM11]

@jaketheplumber Do you have the requirement of a landline in your home, sounds like you may not as you were using the mobile to get your assistance from EE support. When you are seeing the router flash orange, then there is a line/broadband fault, there are a few helpful pages in the router manger, 1st screen, status sync speeds up/down shows you what you are at now, then advanced screen, technical log, events this will show you the error's, have a look to see if you are getting these.

"DSL connection lost" "DSL connection established" when the line has an issue this may be recorded at the EE router.

If you still have the old BT router, then you can put it back on, it happily works on the EE service and if your faults continue then you need OR to look at the line fault, can be anything and sometimes hard to get found, but as you have it fairly persistent just now may be a little easier. HTH 

[jaketheplumber]

Sorry to take so long getting back to you, not had a lot of free time today.

I followed your instructions and finally managed to get my hubs settings and stats on screen but I don't know what it is you are asking me to obscure and I don't how to post these findings. The broadband username doesn't identify me and I have no idea what an SSID is. Sorry if I appear a bit slow I just find all this very confusing.