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.

[Mustrum]

@jaketheplumber   did you reply to the PM sent by @Christopher_G  ?It could have been his intervention along with the complaint form that has resulted in tody's intervention.

Not sure why you think it is shambolic though?

[jaketheplumber]

My account number and mobile number are linked (obviously) and the fault they are investigating has a unique reference number,  despite all that they still manage to confuse my reported fault with another customer's which leads them to believe the problem is solved, then I'm told an engineer is coming either Thursday or Friday but not sure which, no idea if it will be am or pm because I wasn't told so have to stay in for both days. On the two occasions in the past that engineers have been booked to do external work I have no idea if they have actually attended because I'm never given a call or text to say they have. On top of that I get exactly the same text from BT as I got from EE, I no longer have an account with BT so I've no idea why they are sending me texts as well. Sounds a bit of a shambles to me.

[jaketheplumber]

So Thursday and Friday have come and gone and no sign of an engineer. It doesn't look like anything has been touched in the cabinet or elsewhere as the D/L and U/L speeds are exactly as they were 3 days ago and there have been no dropouts  or fluctuations which I would have expected if work was being done somewhere. On the plus side the connection has now been stable for the past 2days 18hrs. All I can do is waith for the call from Customer Services on Monday.

[JimM11]

@jaketheplumber What are you current U/L D/L sync speed's at, you posted couple day's back, but was not sure with all the interventions etc. good it's not dropping out, that is way more important at present than speed...

You can post the pic of your status screen, first page if you like.

[Mustrum]

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@jaketheplumber wrote: All I can do is waith for the call from Customer Services on Monday.

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It is not all you can do @jaketheplumber , especially if your speeds are still low.

1. You could call the 0800 number again for an update.

2. You could send your complaint to Marc A. 

3. You must be close to the period where EE would release you from the contract and allow you to go elsewhere without penalty. Alas you do need to get confirmation first.

I could go on, but please do not think all you can do is wait.

[jaketheplumber]

Thi is my hub's current status, as I said it has not changed since Wednesday.

[jaketheplumber]

Got the call from CS this morning, a very pleasant lady who apologised for the engineer not showing up on Thursday and Friday. Then told me that because I'd registered a complaint they had elevated my fault to a priority case and an engineer was going to call today. He called me and came here within an hour, he knew the history of the fault and seemed to know exactly where to look for the cause. He's the first one to actually remove the socket to investigate further, found there was interference within 6 metres of my socket and set about finding it. This took him about 10 minutes and about another 40 minutes to fix it. Apparently it was a bad connection in the roofspace above my flat. The problem appears to be solved but still got my fingers crossed that all is well, will wait and see what happens overnight. Meanwhile here are my latest hub stats....

As you can see a vast improvement. Thanks to everyone on here for your help and patience helping me through this.

Regards Jake

[XRaySpeX]

Hooray! At long last! Somebody who had the gumption to test the connection at the test socket & look inwardly at the home wiring. All this could have been done a month ago! All for the sake of a micro-filter.

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

[JimM11]

@jaketheplumber Just sent you a PM, have a read when you get time. Jim

[Mustrum]

Hey @jaketheplumber  hopefully the drama is now over, and they have finally found to the root of the problem, and not just reset the line. 

As with many problems with services these days, getting to the bottom of some issues can take way longer than it should.

Quite how a micro filter would have helped identify an issue in the roofspace is  a mystery, seems it took someone with a bit more knowledge and experience to correctly diagnose the problem.

But hey, do let us know how things go or if you have any other issues.