Implementation time gigabit broadband

[minibob]

I upgraded about 6 months ago from 300mb to 500mb next morning the speed picked up straight away with no problems. I thought I would take advantage of the sale ending Thursday and upgrade again to gigabit. I got a text message 8am Friday morning saying the new package was live. My speed download and upload its exactly the same as before. Tested it all day Friday all day Saturday and yesterday morning no change. I rang the team and they said it will take ten days of testing to get new speed as they have to stabilise the line, but I don’t understand how you can stabilise a line of you aren’t actually sending through the new connection speed. I have a horrible feeling something hasn’t been done to change my connection speed and I’m being told after calling tech support running a Speedtest.net makes my line show as unstable which makes zero sense it also shouldn’t take 10 days for the new speed when it says it’ll be available after midnight. 

My connection hasn’t moved from the 460-500 download and 50mb upload I’ve been running at as months so there’s def zero change between packages 

Any idea of what I need to ask for to get someone to actually check it’s been done properly? 

[James_B]

Hi @minibob,

Our Broadband Team will be happy to check your plan change has been updated on your account if you get in touch.

Thanks

James

[minibob]

Helpful member of tech team has identified some issues today which are being worked on 👍🏻

[James_B]

Great stuff @minibob

Thanks for the update. 🙂

James

[minibob]

So my gigabit went live on Friday last week. I couldn’t get higher than 500mb download (previous package speed) or 50mb upload. After ringing three times I got my upload fixed now showing around 117mb up but my download has now dropped further to 300mb. 

open-reach engineer out this morning confirm line and signal all fine but router indeed won’t give them a speed above 500. I then rang again so they’ve arranged another engineer for tomorrow. Surely this must be a router settings issue ? 

[pip11]

Howw are you testing your speed wired or wireless?

[minibob]

Both plus openreach engineer tested and confirmed download not getting higher than 500mb via ethernet

[XRaySpeX]

There have been reports of Full Fibre Max speeds being slow with the EE Smart Router but not with other generic routers or direct into the ONT. Try connecting a PC to the ONT as a direct PPPoE connection & see if the speed is more like as expected.

[minibob]

would appear the full connection speed is arriving at the ONT but not coming through the router. The engineer due for today was cancelled and I'm instead being sent a new router on the basis of the last router was sent pre logged for 500mb package and this one should be set up for gigabit before sending. Begs the question to me why the existing router can be updated with the necessary information to provide those speeds if the hardware is the exact same? 

[James_B]

Thanks for the update @minibob

Please let us know if the new router resolves the issue.

James