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]

Can anybody tell me how to stop posts from this thread going to my email inbox? I realise now that I should have unticked the box at the top of the board when I first posted but neglected to do so, is there any way to stop this happening? I am overflowing with duplicate messages.

Thanks in advance, Jake

[JimM11]

@jaketheplumber top right your profile, click goto settings and set the email response.

[jaketheplumber]

Thank you, I knew there must be a profile somewhere 😊

[XRaySpeX]

Under your Settings (top R) you have the control of what emails you receive from Community:

• Personal > Email Settings: Switch OFF/ON all emails from Community.
• Subs & Notifications > Notification Settings > Email Notifications : Various filters.

[jaketheplumber]

Not having much luck sorting this problem. Engineer was booked via the HELP text service, he was supposed to be here between 8am and 1pm, waited in all day and he didn't turn up. I don't know if he did any work outside in the cabinet but if he had I thought I would have been told, he could have knocked the door to let me know what was happening. Line stayed stable from about 2.50pm, dropped out tonight 3 times in less than ten minutes, so basically nothing's changed.

Looked at the contract today and it states that my download speed should be 49.68 - 55.2 and upload 15.7 - 17.5, mine is currently 21.2 and 3.0. They say  the guaranteed speed in 44.71 and if they can't provide that within 30 days of reporting the fault I can end the contract without penalty. I have to say I'm giving it serious consideration but I have no idea where to go next, everyone I've spoke to in this place are having similar issues with a variety of BB suppliers.

[Mustrum]

@jaketheplumber   that is very disappointing.

Alas one of the issues when dealing with faults with EE they only have the you phone us to get updates method of support. Most of the time it works, just as most lines are reliable most of the time. But when you need more there are others that can do it better.

That said, have you logged into the router this evening and what are the sync speeds? 

Whilst you can move to another supplier, you need to chase EE and get updates, as well as telling them you are not getting your speeds as per the contract. Then even moving to somewhere else you will still have the same fault on your openreach line, so really is in your interests to get it sorted as soon as possible. So do give EE a call, use a hands free phone and the 0800 number and read a book/watch telly/do the dishes or whatever if you have to wait.

HTH

[XRaySpeX]

I can't add anything further to this unless you can buy/borrow a DSL micro filter & carry out the the test I suggested from the test socket. They are cheap.

[jaketheplumber]

Sync speeds right now are 24.57 and 3.72. As you say if the problem is with the Openreach line then moving to another contract isn't going to do anything to fix it. What I can't understand is how I've had over 7 years of uninterrupted fault free Broadband connection with BT, I really wish I hadn't changed it was purely a cost saving exercise..

[JimM11]

@jaketheplumber Faults can happen at any time, if the engineers get tied up, then they normally re-schedule and move things around, so do not be surprised if they turn up tomorrow, only problem is that can be hard to find out, did you get any text to confirm that OR were assigned, or from EE etc! Normally goes like OR are assigned, text confirm back to carry on, or cancel if not needed etc?

[Mustrum]

@jaketheplumber   I doubt the fault has anything to do with moving supplier - actually New EE is still BT, just the billing and support teams are different, But lines and equipment do not last forever, water and weather are their worst enemies and the older they are the more likely they are to develop a fault.

Like every service these days, customers want things cheaper, bean counters cut departments to the bone, and in the end it is us customers that need to be more and more savvy about getting the service we need.

Hopefully this thread has helped you get a better understanding of what you need to do in the event of a Broadband problem.