Plusnet to EE transfers not going well. Overloaded infrastructure and support.

[KenMavor1960]

Transferred from Plusnet to EE two weeks ago.

Broadband service was unusable for 24 to 48 hours.  Reported and was asked to wait for the service to settle down.  Two weeks later service has continual drops and freezes and only a router recycle gets the service back up and running.  This happens 3 to 4 times a day that we know of.  9.30pm every evening is the regular as clock work freeze.  Everything slows down to a snail pace....like 0.5mbps up and 0.1 down.  TV streaming buffers all the time.  A reset takes 30 to 40 minutes to get a service back up.  Router event log shows continual drops and slowness....currently reading 5Mbps down and 0.18 up.  Speed test also shows continual slowing and the ping stats are just bonkers.  Wish I'd never transferred from Plusnet.  Ho hum.

[KenMavor1960]

And the online help and FAULT/HELP to 66033 is next to useless unless there actually is a recognisable problem.

[JimM11]

@KenMavor1960 To start with what connection is it you have if you know, those speeds you could be on an old ADSL line, take a look at the two links below one for the BTW and the other is a sample off my old FTTC connection before and NOW FF.... Address checker use, number and postcode...

 BT Broadband

Solved: Re: Broadband Renewal Process - Book Installation Slot ?? - The EE Community

[KenMavor1960]

Address **** on Exchange ABERDEEN KINGSWELLS is served by Cabinet 10

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability WBC SOGEA AvailabilityHigh Low High Low      VDSL Range A (Clean) 
VDSL Range B (Impacted) 

21.7	15	1.3	0.8	11.4	Available	Available
21.4	13.1	1.3	0.8	10	Available	Available

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

50

--

Available

--

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL AvailabilityWBC ADSL 2+WBC Fixed Rate

Up to 17	--	10 to 19.5	Available
2	--	--	Available

SOADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) WBC SOADSL AvailabilityWBC SOADSL 2+SOADSL MaxSOADSL Fixed Rate

Up to 17.0	--	10.0 to 19.5	Available
Up to 7.5	--	6.5 to 8.0	--
Up to 2	--	--	Available

Other Offerings Availability DateVDSL MulticastADSL/SOADSL Multicast

Available

Available

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

N

N

N

FTTP is not available.

The exchange is not in a current fibre priority programme

WLR is currently available at the exchange

SOADSL is not restricted at the exchang

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

[Mod edit - removed address]

[XRaySpeX]

Do you have a landline from EE? If so, the following will confirm what type of BB you do have: 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. 

[JimM11]

@KenMavor1960 HELP to 66033 should work fine from a registered mobile to your account, allows EE to run a diagnostic against your home Broadband and Hub connection, they should see the state off play with it and if it is dropping as much and as steady as you say, then Line would look to be bad.....

With old copper like you have best not to be switching the hub off/on to much, the line manager will see that and slam your speed down to keep broadband at least working. That why the advice is given allow the first 10 day's for the new hub to find it's sweet spot and work. The PN2 hub is way better suited to that line connection type, did EE supply you with a EE Smart Hub 6 Plus version, SH31B type? EE ones linked below if you need to go look at them.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

You need to logon https://192.168.1.254 web manager to that EE hub, advanced and the status screen required to be posted to see were the hub is at sync speed wise. See sample as linked below.

Solved: Re: Slow speeds - The EE Community

[KenMavor1960]

SH31B.

Understand re the rest of router but when it freezes and drops connection it does not resync.  Waited 45 minutes the

last time and the only way to get it resynced is a reset...power off and on.

 Looking at the status page it is reporting 25 up and 1.27 down.  I suspect it if forin the speed up and the errors are causing the issues.

[KenMavor1960]

Main problem is that we have 2 to 3km of old copper wire to get through before we get to the fibre cabinet at the nearest village. 

Annoyingly there is fibre at both ends of our road but not up our road. Even more annoyingly some men came and installed extra fibre lines along out road and to other areas in July. Not connected to anywhere and just bundles hanging from various power poles. No idea when they will come back to actually run them to houses. Probably next year. Of the 4 cable bundles that were left hanging two have been nicked. Ha ha. 

[JimM11]

@KenMavor1960 Are you 100% sure the figures reported no way you have 25Mb/s up on a copper line so you must have a FF Full Fibre connection and your BTW does not show so.

Call EE CS and have them test your line, they should be able to see what is happening on that connection, is your home wired with multiple phone extension socket's or do you just have the one OR Master phone socket. Internal wiring can be an issue for a Sogea connection and you moved to maintain a landline DV connection. Below how my BTW looks like now.

Solved: Re: Broadband Renewal Process - Book Installation Slot ?? - The EE Community

[XRaySpeX]

@JimM11 : I suspect OP has reversed the Megs.