Minimum broadband speed meant to be 35mb but I'm getting 28mb

[helloimnik]

I've now moved to a place that apparently is meant to be guaranteed 35 poxy mb, but I'm only getting 28mb. They also want to charge me £5 more for this, coming down from 50mb at £46.99.

Feels a bit **bleep**e tbh, I realise it's all dependent on the area but they don't need to charge more. Are there any ways to get the monthly down (downgrading perhaps?) any advice gratefully received.

[Peter_W]

Good morning @helloimnik.

Welcome to the EE Community 😊

I totally get you'll be disappointed if the speeds your're receiving don't match the guarantee, and especially if you've been paying more recently too.

Is it via ethernet or WiFi that you're usually connecting here, and do the speeds differ depending on how far you are from your router?
Peter

[helloimnik]

I'm sat next to the hub (wifi not ethernet) and the test gave me 28mb - so I can't imagine what it'll be if I move around the house

[Peter_W · Accepted solution]

Thanks @helloimnik, if possible can you please try a test via ethernet to see if this gives the promised speeds? 

If you're noticing issues regularly though, I would definitely recommend reaching out to our technical team so we can check your line and make sure everything is.

If you check out the link above, this will give you the option to run some checks and if needs be we can arrange for an engineer appointment, or call back from our team. 

All the contact numbers you need can be found on here too.

Peter

[helloimnik]

I think the issue is the line into the house, but can you explain why I've been told it'll be £46.99 (when it was £41.99 when it was higher speed)?

[Peter_W]

@helloimnik We don't have access to your account via this public forum to look at the specific details surrounding your plan and charges. 

If you get in touch with our team though, they can look into this for you too. 

Peter

[Mustrum]

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@helloimnik wrote:

I think the issue is the line into the house, but can you explain why I've been told it'll be £46.99 (when it was £41.99 when it was higher speed)?

@helloimnik   you don't say what extra;s you have in your service. However there is a charge for a home move. By starting a new contract that cost can be reduced, or by staying with the same contract end date ias it appears you have chosen, the cost is added to your monthly charge.

As for the speeds, sight of the technical log from your router would give a better idea if there is an issue. ISP quoted speeds refer to router sync speeds, not those tested over WiFi which can be affected by all sorts of things outside their control.

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[XRaySpeX]

Welcome to EE's Home Broadband Forum.

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. 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.