I am writing to formally register a complaint regarding the service provided und

[zsame]

I am writing to formally register a complaint regarding the service provided under my 910 Mbps FTTP plan.

On switching to this package, I was supplied with the EE Smart Hub Plus and charged £10 for delivery. Your customer service has confirmed the incoming fibre line to the hub is delivering approximately 925 Mbps — which I accept and do not dispute.

However, the critical issue is the speed delivered from the router to my device:

• I have tested with a single device connected directly via wired Ethernet cable — no other devices, no background activity, no VPN.
• Maximum speed recorded: 650 Mbps — well below the contracted 910 Mbps.
• Over WiFi, speeds drop further — to approximately 200 Mbps — confirming the unit’s transmission limitation.

This is not a cabling issue, a distance issue, or a device limitation. The router itself is unable to transmit the full contracted speed to my equipment.

Formal Challenge

I invite EE to attend and test this equipment. If your engineer can demonstrate a sustained speed above 800 Mbps from the Smart Hub Plus to my wired device, I will immediately withdraw this complaint and accept the service as satisfactory.

If this cannot be demonstrated, then:

1. The equipment supplied is not fit for purpose for the 910 Mbps tier I am paying for;
2. EE must provide a replacement router capable of delivering the full contracted speed to my device;
3. I expect confirmation of when this will be resolved and what compensation or remedy applies for the substandard service experienced to date.

I look forward to your written response within 5 working days. If I do not receive a satisfactory resolution, I will escalate this matter to the relevant ombudsman.

[JimM11]

@zsame Bottom off this page, complaints you will see there, if you have not done that then you are just wasting you time posting as you have on the Public Forum. You do not say what your Ethernet connected device is but as a starter for ten you may wish to look there and see it is at least capable of doing such speeds.

[Mustrum]

@zsame   you need to follow the steps here to make a complaint. https://ee.co.uk/help/contact-ee/complaint 

Have you checked your equipment is capable of working at those speeds?

Any engineer that comes out will test speeds on their equipment that they know is capable of acheiving the speeds, and not rely on unknown customer equip,ent.

[jak26]

The Smart Hub 7 Plus is perfectly capable of 1Gb/s speed over all ports and 2.5Gb/s on the 2.5G port. If the speed test via the app shows 900+ at the router then that's what you're getting from fibre via the ONT as far as the hub. A CAT5E or ideally CAT6 cable supports 1Gb/s. 

I've performed a test with 900+ coming from fibre ONT at the same time as a 900+ data transfer into one of the 1Gb/s ports from a NAS and recorded the correct nearly 2Gb/s total arriving at a PC (fitted with a 5Gb/s port) over CAT 6 cable from the hub's 2.5Gb/s port.

If the correct cable, devices, and test method are used there is no ethernet LAN speed issue with 900 fibre and the hub 7 plus.

[zsame]

Subject: Re: Speed discrepancy — facts remain

You confirm line-to-hub is fine — I never disputed that. My wired direct test still caps at 650Mbps, not 900+. Your example uses the 2.5G dedicated port — that is not what is supplied/active on my hub.

I repeat my challenge: send an engineer. If they show sustained >800Mbps from my supplied hub over standard wired connection, I withdraw immediately.

Theory does not match my real results. Resolve or I escalate to the Ombudsman.

[zsame]

The "customer equipment" in question is the EE-supplied Smart Hub Plus itself. That is the unit failing to deliver above 650Mbps wired.

EE engineer can use their own test gear — I insist on it. If they measure sustained >800Mbps from my EE hub over standard wired port, I withdraw my complaint instantly. Same result = hub is defective or not suitable for the purpose .

EE should Stop deflecting — send someone to test your own equipment.

[JimM11]

@zsame You may wish to get your descriptions right, linked below for you, and devices takes you were you need to be.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Device Help | EE

""You confirm line-to-hub is fine — I never disputed that."" That's you guarantee so there is zero to be done.

[XRaySpeX · Accepted solution]

This is not a formal place nor is it EE! This public user discussion group is not the correct platform for raising complaints upon on EE nor for demanding fixes from EE nor for issuing challenges upon EE. . 

You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form . You cannot escalate this matter to the relevant ombudsman until you have lodged a formal complaint with EE & got no result within 6 weeks or reached a deadlock; a damn sight longer than the 5 days you threaten EE with..

All ISPs can only supply, quote & guarantee BB connection speeds to the router. Beyond that, particularly over WiFi, is up to you.

You don't say what Ethernet'ed device is involved nor whether it is capable of 800 Meg.