Miss sold move to EE from BT

[JeffRobins]

I had a BT fibre optic broadband system  that also was giving me a digital phone line. I was using  a BT Smart Hub 2 and a BT Wi-Fi  disc (Black) to get a signal around the house all of which worked very well the speed promised here was 500Mbps down and 73 Mbps up, which was achieved most of the time.

In early December 2024 I was contacted by EE/BT and was told that BT was moving to a business only broadband service and that EE being a sister company could supply my needs at slightly reduced cost but with a higher speed.  I agreed to move my supplier over to EE after being reassured at least three times that I would get a higher speed and that my BT Wi-Fi disk would work in the same way giving me cover throughout my home.  It did not, and I have been told since that it is not compatible with the EE router, a Smart Hub Plus.  On complaining about this I was then told to keep my BT kit as it would all work fine which it does, however I can now can’t get a speed much above 200mbs which much slower than I was getting with BT. This is very disappointing as EE promised me 900mbs max down to 700mbs on the deal I was sold. 

Thanks,

Jeff Robins

[Mustrum]

@JeffRobins   how are you testing your speeds, on WiFi or via ethernet.

Which router are you now using? And do you have a suitable cable between the ONT and router?

[JeffRobins]

Hi,

Just carried out a test using the WiFi speed test against the Ethernet. The later being the fastest by far, the WiFi varying depending where I am in the house.
Sorry I don’t know what the ONT is?

Jeff

[Mustrum]

@JeffRobins   this is a public forum, you should remove your personal details from your post.

The ONT is the white Openreach box which converts your fibre to ethernet so your router can connect to the internet. The speed shown on the router should be 1000Mbps if you have a decent spec ethernet cable, but if not will slow your service.

So what speeds did you get on your tests?

[JeffRobins]

Hi Mustrum,

The speed on my desktop MAC via ethernet was around 730mbps,  the same MAC speed using the WiFi was around 650.  The WfiFi in the house ranges from 149 to 250mbps.  I have a standard ethernet cable runing between the ONT and the router.

Thanks for the heads up about personal info.  Can I now remove it if so how?

[KerenH]

Exactly this!!!

Never thought I would say ‘Bring back BT!’ 

[Mustrum]

@JeffRobins   sorry for the delayed reply, looks like you worked out how to edit your post thankfully.

WiFi speeds can and do vary around any property, builder put in thick brick walls, coat plasterboard with foil and all sorts of stuff that WiFi cannot get through. You can however get WiFi extenders which can help, much will depend on the devices you use and what you "NEED" around the property.

But if the BT router was better for you, then no reason why not carry on using it, or get another. Sometimes the extra features of the newer EE routers do not work as well with some equipment/devices.

[JimM11]

@JeffRobins Did you also upgrade to the FF900 package from the FF500 as per your original speed indications.

Going back to the BT Smarthub2 and it's extender disk should put you at least to where you got the values before. Router yes up at least to your mac wireless speed's cannot say the same about your extender if it is at least not wired backhaul device.

Your FF900 is there with the wired speed indication, wi-fi will be about as good as it get's with your mac and the router. You do need the EE Smarthub+ to get slightly better wireless speed's but you mac may/may not support the features needed to get it up to the higher speeds and you are also at the mercy of what the EE router decides to do.

[JeffRobins]

Hi All, Thanks for the feed back.  I have since arranged for an EE/BT engineer to visit next week. Apparently he is going to check the system/setup and then we are going to use the BT kit and add another BT WiFi Disk to see if the WiFi signal improves.  What happens then I don't yet know but I will keep you informed.