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]

[XRaySpeX]

What is the name of the EE BB plan are you on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

[JamesGunatilake]

I'm on the Essentials Fibre 67 plan, which costs £32.99 per month. My router is the Smart Hub Plus, and I don’t use any WiFi extenders. Let me know if you need more details!

[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 SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs. Also post the Home > Status page.
• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• 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 speedtest, preferably wired 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 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.

[JamesGunatilake]

Here are my router statistics:

Product Code: SH31B
Firmware Version: r2.72.3-R-1302579-PROD-83002
Firmware Updated: N/A
GUI Version: 2.36.9

DSL Uptime: 2 Hrs 27 Mins
Data Rate: 18.68 Mbps / 76.71 Mbps
Data Sent / Received: 101.2 MB Uploaded / 911.07 MB Downloaded

Firewall: On

Main WiFi:

• 2.4 GHz Wireless Channel: Smart (Channel 11)
• 2.4 GHz Wireless Security: WPA3-Personal-Transition
• 5 GHz Wireless Channel: Smart (Channel 100)
• 5 GHz Wireless Security: WPA3-Personal-Transition

Compatible WiFi:

• 2.4 GHz Wireless Channel: Smart (Channel 11)
• 2.4 GHz Wireless Security: WPA2-Personal
• 5 GHz Wireless Channel: Smart (Channel 100)
• 5 GHz Wireless Security: WPA2-Personal

Let me know if you need any further details!

[JamesGunatilake]

ITs getting worse

[Mustrum]

@JamesGunatilake   is that the only way you notice the issues?

Sending pings may not be the best way to diagnose issue, or if you do at least choose a site designed to accept them - there are a few pingbox sites you could try, but try and find one at least in the UK.

You could also try a broadband quality monitor, ThinkBroadband do one if you are able to set your hub to responds to pings.

Your speeds seem reasonable, but why did your line/router reset a couple of hours from  when you showed the stats, how often does this happen,  and what about the BTW availability ?

[JamesGunatilake]

Just wanted to share a quick update on the situation.

I’m still paying £32/month to EE for an internet connection that is practically unusable. The packet loss and latency issues have been ongoing for weeks now, and nothing has improved. Basic browsing, video calls, streaming—completely unreliable.

I’ve raised multiple complaints, but EE has failed to resolve or even properly diagnose the issue. They sent an Openreach technician (who was polite and did his best), but the root problem persists. Clearly, it's either beyond their technical capability or being completely ignored.

No meaningful support. No accountability. Just radio silence from EE while I continue paying for a service I can’t use.

At this point, I’m actively looking at other providers. If anyone here is considering EE—I’d seriously reconsider.

[Mustrum]

@JamesGunatilake   no one on this public forum has account acces or knows who you are or the issues you have reported.

The router and speed stats you have shown do not indicate any issuesand you have not shown or said what and when you are having issues. 

Hard to know what else to suggest.

[Ste13021]

Im having the exact same issue feeling like iv been done over.