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Latency issues

Swoosh92
Explorer

I’ve been having massive latency issues for about 5 months. Started off with sky, moved to bt and was then moved to ee (against my choosing) by bt. My internet spikes almost every day and makes it unusable for gaming, work calls, streaming videos, essentially everything. I’ve had about 6 new hubs since this started. 3 new Ont boxes installed and nothing has changed. I’ve requested the line be replaced and have been flat out told no. EE are now refusing to even look into the fault or even try fix it now and are offering me a free end of contract as to avoid having to try find the problem. I’m at a loss for what to do next because moving isp clearly isn’t going to solve it when I’ve been with 3 isps with the exact same issue persisting. I’m about 90% sure it’s a wiring fault or a fault outside of the home due to everything in the home being tested and changed numerous times. Anyone have any advice on what my next step is to trying to resolve this because quite frankly the customer support for ee has been beyond abysmal. 

2 REPLIES 2
XRaySpeX
EE Community Star
EE Community Star

Which EE BB plan are you on including its speed? What EE router & WiFi extenders do you have (read label or post a pix)?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

I'm on ee 500mg fibre, was on bt 500mg fibre beforehand and sky was a slower fibre package when i first started having the issues. My current router is "smart hub Sh32B" but i've had numerous hubs via sky bt and ee all still having issues with the constant "request timed out" during active ping tests when the internet plays up. It could be fine for a few hours or if i'm lucky a day but for the most part it plays up every single day and becomes unusable.