I am not getting the minimum promised fiber broadband speed!

[gtunc]

Hi there,

As title says, I am not getting the minimum promised fiber broadband speed! What shall I do?

I followed all recommended steps to check if there is anything wrong with my current setup, but everything looks normal and I am getting 35-40mb maximum (not around 60mb as promised).

How can I contact EE?

Thanks.

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

[gtunc]

Hi there please find my responses below:

1. 

2. I tried with wire and the speed was 45mb

3. BT didn't recognise my phone number then I was able to find my address but it was showing me this message below:

Your address has been successfully matched; however we cannot determine ADSL availability at this address. Please try the Telephone Number or Postcode Checker.

[XRaySpeX]

2. No, I need to see the graph of the speedtest. Just post the link that is displayed.

[gtunc]

Here's the link and the screenshot, this time it was a bit up:

https://www.thinkbroadband.com/speedtest/1653403938742325855

[Mustrum]

It may be worth having a re-read of @gtunc  thread from a couple of years ago.

https://community.ee.co.uk/t5/Archived-Posts/Suddenly-I-started-getting-lower-broadband-speeds/td-p/... 

[gtunc]

Yes I read that but why shall I pay for "at least" 60mb speed and get less than that? Then they should give me discount if they can't give me "at least" 60mb.

[Mustrum]

According to your router stats above you are getting 62Mbps.

Things have obviously changed since your post a couple of years ago, but many of the issues seem to be down to your misunderstanding - I. thought bringing it up would help save some time.

[gtunc]

Where do you see 62Mbps and what am I understanding wrong?

[Mustrum]

@gtunc  In post 3, your router stats show a sync speed of 67Mbps (sorry not 62).

Speeds quoted by ISP;s are sync speeds to the router, not speeds tests via WiFi which they cannot control.