Just Joined EE Broadband: Speeds Not as Advertised

[Tdade]

I have recently joined EE Broadband after leaving previous supplier after a dismal speed received after moving home. I live in a rural area that does not yet offer FTTP however joined EE following a far greater offer on a minimum download speed guarantee as well as expected speeds. Since joining we are yet to receive anything that was offered (barely hitting anything over 5mbs most days).

What options do I have? I tried speed tests and alike however it isn't getting any better. Looking for assistance before I approach EE Customer Service with my issue.

[Tdade]

Screen grab of the Tech Log carried out this evening.

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

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.
• For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

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.

[XRaySpeX]

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

[Tdade]

@XRaySpeX no active landline at the property so searched via UPRN. Hope it helps?

[Mustrum]

@Tdade   a quick look at your router stats may suggest your phone line has  issues therefore you are not getting the best speeds.

If you have a phone, dial 17070 option 2 to see if the line is quiet.

If not a call to the Broadband Care Team to investigate the issues would be a good way forward.

HTH

[Tdade]

No active landline to test the QL. There are extension line throughout the house and have tried the router in these to see if anything improved however only got worst as the stats above are straight off of the Master Socket. 

Is there anything else I can do or is it best to just call the Customer Care Team to try and find the fault?

[Tdade]

Understood - no way to test if the line is quiet.

I'll get onto the BCT tomorrow to discuss a way forward.

[XRaySpeX]

When you say "no active landline" do you mean you have bought Fibre w/out Landline from EE or you just don't use the landline that's there? If the latter, you could just buy/borrow a cheap corded handset & carry out the noise test we suggest. Noise on the line is the most common cause of BB failing or going slow.

Always best to plug router in master socket. No point in trying it in extension sockets. More to go wrong & it'll only be worse.

[Tdade]

Purchased Fibre w/out landline.