Has anyone else had this problem?
I moved to full fibre a year or two ago and it was fine (white rectangle router, modem box on wall). I was getting 100MPS download, as promised. I mostly work from home during the day, so I'm completely reliant on my broadband connection working properly.
Then, in about March or April this year, something started to happen which has been bugging me ever since, and EE don't seem to know what the problem is. Which of course means they can't fix it.
The broadband drops intermittently for a few seconds multiple times a day. And sometimes the speed drops. In order to fix this, I was given a replacement white router, then someone came and replaced the modem. It was sort of ok, but then it kept happening. My contract came to an end in a September, and early this month I upgraded to the black router, promising 150MPS.
When it's behaving, it's great, and I get the promised speed (I even get over 160MPS if I run a speed test sitting right next to the router). But.... I'm still getting the intermittent dropping. Webpages won't load, my email logs itself out, and when it comes back up, I get a message saying "your broadband connection has reconnected."
Here's some recent issues, since "upgrading".
Last Friday, I was in an online video call at 10am, and my square on the screen was very pixellated. At 1pm, I had a voice-only call (with captions, because I'm deaf), and apparently my voice "sounded metallic, like a dalek". I ran a speed test and instead of getting 145MPS (usual speed from my desk), I was getting 30MPS!
I complained again, so someone came out, decided it wasn't caused by anything inside the house, and promised an engineer would come. So they came two days later and... replaced the modem. Someone already did that, so how was that supposed to help? I was told to check the lights when the drops happen. But my desk is upstairs. I'm not Ussain Bolt, I can't run downstairs to check the lights whenever the drops happen - sometimes they're only 10 seconds.
Someone from EE or BT tried to call me yesterday but as I wasn't at my desk, I couldn't take the call (I need my mobile to connect to my PC to take the call and use captions, plus my PC's very good speakers, because... deaf). They texted me to say the engineer said there weren't any issues and their data shows it's all working ok. But they never test it or have someone in the house when these issues are happening!
This morning, I've set up my Ring cam (which usually points into the garden) in my front room, parked in front of the modem. As usual, the connection has been up and down. I had a meeting at 10am, and at the start, apparently my connection was flaky. Three times in an hour, Teams told me I had "poor network quality" but my colleagues said they didn't notice anything. And every time it happened, I checked my Ring cam. The lights were all behaving (although Ring uses my broadband, so when it's out I won't see the lights anyway!).
I just don't know what to do. I can't live with a broadband connection that's so unreliable and drops regularly during the day. But EE won't do anything. I've suggested they check the cabling outside my house - this is based on the time pre-fibre when I had a problem, and they found my wire into the junction box had frayed and was flapping in the breeze! Just bring a ladder and go up the pole and look at the cabling. But they won't check. They just turn up in my house, change the router (I'm now on router #3), change the modem (now on modem #2), tell me they can't see a problem, then I'm at home with rubbish connectivity very aware that there *is* a problem!
Why did I upgrade??? But then again, if it's an external problem, I assume it's likely I would've had the same problem with whoever I went with.
