Migrated to EE from BT suffering intermittent latency

[cristaki]

I was with BT after being with Virgin for many years. I was happy with the service I was getting from BT; I work from home and the package was more than adequate.

I visited an EE shop about a mobile contract, and I allowed myself to be talked into switching my broadband. BT owned EE so what could go wrong? Fairly quickly I started experiencing service problems, I raised a call which was initially diagnosed as my equipment, soon afterwards it was diagnosed as a local network issue. This issue which was causing service dropouts was resolved. I'm still getting intermittent dropouts.
I have a Ubiquiti USG 3P which I installed prior to my move to EE, it is to provide a separate network for my work laptop, all this sits behind the original BT Hub (Smart Hub 2). The USG is detecting high latency around 7 times a day. The latency can spike to over 1000ms. This is happening at random times of the day. From a user experience it affects browsing, streaming and home working.
I've done some research, and it appears to be a common problem with EE customers migrating to EE from BT.

Before I open another call, I would be interested if anyone else has experienced this and whether they were able to resolve the issue. I'm of the mind to get moved back to BT, the email I received from EE at migration says you 'might' incur charges but I havn't been able to determine what this could be. They signed me up to a 24-month contract for a Fibre essentials 67 package (Oct 24).

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

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 speedtest, preferably wired 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.

[JONAH78]

Hi Cristaki, did you resolve the issue, we recently switched over from BT to EE, just today we have starred experiencing problems with Internet dropping out. 

We to were talked into switching after calling BT because our current deal had expired. 

The sales person on the phone assured us we didn't need to upgrade our router, I'm sure when we ring up tomorrow they will blame the router. The strange thing is our sky box says there is no network and doesn't stream anything but our smart tv in the room works fine?

[cristaki]

Hi,

Still an ongoing problem and disconnections and spikes of high latency. I've found an add for chrome in the chrome web store 'Internet connection monitor'. I'm currently collecting evidence, I use the connection for work and cannot continue with the poor quality of service. I've used the EE help in the app and it has not resolved the problem, just restarts the hub. I did go to the local shop but they couldn't offer any help;they are just sale people. I did go down a rabbit hole and started to look at my home wifi, I have a mesh system. After a couple of days I could give it a cleam bill of health and say 100% the issue is with the service.

[cristaki]

I did look look at thinkbroadband to monitor the broadband connection, BT hubs are not compatible with the service they offer for monitoring connections. I am collecting eveidence, I will give EE an oportunity to resolve the issue, if they can't I will terminate the contrat, I can't afford to put up with poor preformance, my contrat is till Oct 26. I can't sit down in the evening and watch a streaming service without disconnection. It really is very poor service quality.

[SInBADD_Steve]

Same for me, I run a Unifi setup at home, behind the latest EE Smart Hub Plus, previously the older type of smart hub, which also suffered the same issue. All wifi disabled as I use my own, IPV4 constrained to .1 to .2 range. Constant High Latency warning within my Unifi UDR - very frustrating 😞

[cristaki]

Same here, the Unifi USG is recording high latency. I also use Amazon
workspace, the network keeps reporting high latency. It seems to be a
common problem but EE are not owning up to it. Very frustrating. I have a
raspberry PI plugged into the smart hub to rule out an issue with Unifi,
same problem. I'm going to arrange for an engineer, I'm not confident the
issue will be resolved. I'm very close to the local distribution box,
problem I see is it's connected to my property using copper wire which is
over 30 years old.