To effectively help you with any Broadband speed or connection issues we would need to see some hard data about your line after carrying out a few short tests for starters, which will enable us to diagnose the problem and advise you further.
Using the Test Socket
The responsibility of any Internet Service Provider like EE ends in the master socket, usually the one nearest where the phone line enters the premises. In most cases the responsibility ends at an interior test socket where present, but for older sockets it will end at the front main socket. This distinction is discussed in more detail below. The removable front faceplate, if any, anything connected to it and anything beyond it is the consumer's responsibility. Testing at this final socket is necessary to pinpoint whose responsibility any fault is. BT, in its Phone Book, instructs consumers to test at the test socket as a final test before reporting any (voice or Broadband) problem.
1. If your master socket DOES NOT have a horizontal split looking like Fig A. do not remove the faceplate & skip to Step 4.
2. Try plugging your router into the hidden test socket that is revealed (Fig. B) when you remove the bottom half of the split faceplate (2 screws) of your master socket.
3. Are there any wires connected to back of the faceplate itself?
4. Do you have any extension BT phone sockets, where you could plug further phones & other devices in, even if you are not currently using them?
5. Try the BT Quiet Line Test (dial 17070 Option 2), preferably with a corded phone, in the final socket with the router disconnected. If there is any noise, report to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.
Providing Essential Line Data
Knowing the following line characteristics will enable us to provide you with full help for your problem. Without it we might be unable to comment fully on your issues.
1. Post your full router stats:
- For a Smart Hub or Router: Login at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router (unless you've changed it to your own one). Navigate to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
- For a BrightBox: Login at http://192.168.1.1 with username 'admin' & admin password given on the label on the router (unless you've changed it to your own one). Navigate to Advanced Settings > Accept > System > DSL Status (Fig. C). Also post just the 'System Uptime' (Fig. D). from the top of System Log page (Don't post the whole of that long page as it usually doesn't tell us any more than the DSL Status tells us).
- 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 wired speedtest, 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 exchange are you connected to? If you don't know use: http://www.samknows.com/broadband/exchange_search and post the URL of your resultant exchange page that is now showing.
