Latency and Packet Loss

[BexBU2013]

Got sold to move from BT fibre to EE, so far worst decision ever. We were told we would see no difference in service at all however it's like night and day. Massive Latency Variation and Packet Burst/Loss when gaming to the point where it's not worth playing.

Called EE numerous times and despite a new router/hub many resets and change of stations etc still the same poor internet connection.

Engineer booked in for today and didn't turn up as apparently it was "written down" and not booked by the agent. Agents don't seem to have a clue what to do and don't seem to even understand what Latency and Packet Loss even is.

At a complete loss what to do as my lad now cannot game with his friends due to the frustration at the lack of playability due to the poor product. Still charged full whack for the first month though.

Rebooked engineer for Friday but currently have no faith and will be going back to BT at this rate. So frustrated at all of this. Agents asking where my router is and to use an ethernet cable NO!!!! i want what I was sold and what I'm paying for.

Do not switch to EE as it stands. Terrible first month and ongoing

[Peter_W]

Good morning @BexBU2013.

Welcome to the EE Community, and thanks for taking the time to stop by and let us know about the experience you've had since switching. 

I'm glad to hear that you've got an engineer on the case for tomorrow, but recognise the frustration of how much longer than expected it's taken to get to this point. 

In the meantime we can check over a few extra things at your end that could be causing you some trouble. 

Is it Full Fibre you've been using on both EE and BT?

You can recognise this if your Hub is connected via the WAN port to an Openreach branded modem called an ONT, which should have lights on the front. 
Peter

[BexBU2013]

Hi, yes it is full fibre, and exactly the same as I had on BT. (Which had zero issues) EE are now telling me this isn't good enough for gaming (after around 5 hours of different phone calls!) they have moved me to a 500mbs download speed..... Guess what.....still Latency still Packet Loss errors and unable to game.

Wish someone could help me, last advisor was really rude talking over me. Shocking service so far never mind the performance of product

Please advise next steps anyone!?!

[Christopher_G]

Hi @BexBU2013 

Have you been able to test a wired connection with an ethernet cable? I'm a gamer myself and find this the best solution for keeping the ping more stable.

Chris

[Colesey]

I had the exact same issues, the fault is with the hardware. 
As soon as I switched to the new WiFi 7 equipment I am able to game on 8-10 ping consistently with no lag spikes.

[BexBU2013]

I never had to do it before so why should I now when I have been (so far) miss sold a product which clearly is not up to scratch.

Now been "upgraded" to 500mb download and it is WORSE!!! 

[Leanne_T]

Hi @BexBU2013 

Thanks for coming back to us. 

To get your speeds looked into, please get back in touch with our broadband tech gurus and they can run some further troubleshooting with you to see what is needed 🙂

Leanne. 

[BexBU2013]

I have been on the phone over 5 hours trying to fix this stupid problem. At this point unless someone takes ownership of this issue I will be leaving EE asap. 

[Mr_Incredible]

You don't still have your original BT Smart hub to try do you?    I did not use the EE Smart router I was sent in April because it lacked DDNS so just sent it all back and continued with the BT Smart Hub2.  No gaming issues before nor after the change.  It has been the 'same' experience in my experience so far.