Hey!
So I have decided to post here as I have received very poor support from EE's technical support team for an issue I've been having.
For just over a week now, I have had potential routing issues with my full fibre gigabit service. I have noticed that certain websites seem to load incredibly slowly (almost like dial-up) whereas some load fast, using an ethernet connection (not wi-fi). Speed tests seem consistently fast all the time, however when trying to download from these affected websites they can be as slow as 400KB/s.
I spoke to EE's technical support. Unfortunately, I use my own hardware (I use my own EdgeMax Router and Ubiquiti U6-LR for wi-fi), because of recent firmware problems with EE's router limiting upload speeds to half what they should be.
I have done tests with my PC (and also laptop to isolate device issues), with the device temporarily connected directly to the ONT with LAN cable (I have tried different cables), nothing else connected, and the issues still persist. I can barely even use Discord without taking 3 or 4 minutes to load and log in. If I connect to a VPN location that's somewhere away from here (such as the US), the speeds are blazingly fast, even to the affected websites, so this, to me, clearly seems like some kind of routing issue. This is compounded by the fact that I have tested with different DNS IPs as well (at the router level or device level, doesn't matter which), again with the same problems.
I tested by connecting my laptop to the wi-fi in the communal area of my building (different floor) which uses a different service provider (Hyperoptic) and again, it was incredibly fast with no reliability issues whatsoever.
When I spoke to technical support and explained the 2.5-5% packet loss on the affected websites, I had to explain to the agent what packet loss even was, as she didn't have a clue (in her defence she said that packet loss isn't something they're trained on). She started to guide me down the route of "well do you have wi-fi signal problems and how many devices do you have connected to the wi-fi", even though I explained twice that it was using an ethernet connection. She also explained to me that because the connection between EE and my property doesn't show any faults, and is fast, there is nothing they can do. I asked if this could be escalated to Openreach and she outright refused.
I would like to see if there's any way I can get this escalated to somewhere more technical who can deal with my issue, as this is causing a detrimental affect to my service. The affected websites also have latency issues too, peaking to as high as 400ms on occasion. There is clearly a problem and I have no idea how to resolve it.
Edit: I just noticed @andyxl987 's issue and maybe it could be linked?
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