Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved

[JamesGunatilake]

Ongoing EE Broadband Issues – Packet Loss, Latency, Jitter – Still Not Resolved After Multiple Engineer Visits!

Hi all,

I’m reaching out to see if anyone else is experiencing similar issues or has managed to get this resolved.

I’ve been having serious broadband issues with EE for weeks now – unusable levels of packet loss, jitter, and latency. Multiple engineers have visited my property, yet the issue still persists with no clear resolution in sight.

Average latency is consistently high

Jitter is erratic

Packet loss ranges between 1% to 16% (with some pings spiking to nearly 4000ms)

This is not a minor inconvenience – it’s making the connection completely unreliable, especially for work and real-time use like video calls or streaming. I’ve documented everything with screenshots and monitoring tools.

EE customer support has been contacted multiple times, but I’ve yet to receive a definitive fix or escalation to a team that can sort this out properly.

Has anyone had success getting EE to seriously address line quality issues like this? Any tips on how to push this further, or do I need to go down the complaint/OFCOM route?

Appreciate any advice or shared experiences.
Thanks,
James
[mod edit to remove private information]

[Leanne_T]

Hi @Ste13021 

Thanks for coming to the community. 

Our Fix An EE Broadband Connection Problem page has steps to try and troubleshooting to help you get this sorted. 

Leanne.

[Ste13021]

Leanne i have tried everything you guys suggest... iv even went out and had to buy a Asus GT-AXE11000 makes it more stable but the Reliability of EE is an Absolute joke... i seriously wish i never switched From Virgin... might be more expensive BUT THEIR DAMN MORE RELIABLE Downlooading is fine its the "constant streaming" its like theirs a car on the highway that decides to jam on his brakes so all the data behind gets backed up... and until it clears you have SERIOUS LAG or freezing. 3 engineers 3 open reports of complaines And yet AGAIN ZERO help from yous replaced the router...yous have replaced the ONT even told me to turn off my wifi boost box? (totally goes against why i got it) and thirdly who releases a router without basic SQM? its 2025.

[Alex_H]

@Ste13021 I am sorry you have had continued issues after previously speaking to our technical support team. I appreciate it can be frustrating when you are unable to get an issue resolved that is impacting you. If you do feel you have not gotten a resolution to your previous complaints, you can submit a complaint to our executive team via our webform.

Alex

[JimM11]

@Ste13021 Is the Asus gaming router working for you without flaw!

[Ste13021]

i wouldnt say flawless but since it has SQM "smart Que Management" its alot more reliable id say i still get 25% of jitter, but compared to the EE router its night and day differece, videos actually load when clicked on haha and when on video confrence calls its alot more stable also devices seem to stay connected alot better and alot let jitter when all devices are on at once 🙂 

[JimM11]

@Ste13021 Was just trying to find out if i could rule the fault as all EE Router based, but with your answer then that cannot be said, rather unfortunate, so now more has to be done to pin it down! As you have just posted and there is NO history to go against apart from conversations with EE that you have had, would be needed now for you to say what is going on regarding the issue that you have. The more detail you give then the better it is to see what can be done with help from the Forum!