Poor Internet

[RachelLR]

My Internet is painfully slow to the point that I can't watch anything on Netflix and my Alexa keeps dropping out. I've tried testing my Internet speed on several occasions on the app but all I get is an poor message and to try again later. Any help would be appreciated.

[JimM11]

@RachelLR What Internet speed package do you have from EE, and what EE Hub are you using. Link below for the Hubs if you do not know that fact! Speed should define but if you also know copper FTTC to an Openreach Master phone socket, of FF Full Fibre FTTP to an Openreach ONT would help also.

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

[Ali_A]

Hi @RachelLR 

Sorry to hear you're experience unexpected issues with your broadband service.
You can check to see any issues affecting your area, where you can also run tests to check your connection. 

If there are no problems found, have a look at Fix a broadband problem with steps you can take, along with advice from forum members. 

See our Broadband help page page for further help. 

Ali 

[JimM11]

@Ali_A Any particular reason you are doing the Help to that text number for a BT System test on the EE Forum or just oops?

Even all your links are pushing BT, i know you support both but are you just starting off with a bad hair day?

[Ali_A]

@JimM11 
Thanks for pointing this out! I've updated the reply to reflect the correct brand! 

Thanks 

Ali 

[RachelLR]

Hi @JimM11,

My plan is the Fibre 36, and I'm pretty sure I've got the Smart Hub 6 Plus. I should be getting 27-36 mbs download speed but I keep getting an error message every time I try to test it. I'm not sure what type socket it all connects to.

Thanks

[JimM11]

@RachelLR Sounds like you are still on an older FTTC copper connection with the EE Smart Hub 6 Plus version connected back off the hub DSL to the OR Master phone socket....

You may just either be having a Hub or a Line issue, best way to attack it is send the text HELP to 66033, that will have EE check the connection all the way through to your Hub, onward to your devices and they may just spot something for you!

Speedtest by Ookla - The Global Broadband Speed Test if you wish to see an easy speed test done. Linked mine just done below but i do have a FF500 connection.

https://www.speedtest.net/result/19419891191

Linked post to a couple off old phone type sockets below.

New EE hub arrived but don't have an Openreach modem - The EE Community

[XRaySpeX]

Fibre 36 is a partial Fibre (FTTC) plan where the router's DSL port is connected to a BT/OR phone socket.

1. 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.

2. 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.

[RachelLR]

@JimM11

Thank you. I'll try the help text and see where thst gets me.