Poor connection in the evenings

[Lisastrange44]

We switched to EE 2 weeks ago and during the day the internet is running ok (a little slow at times) but come the evening I am unable to get anything to run. There’s only 2 of us in the house using devices and mainly using it to browse the internet but it’s running so slow and constantly disconnecting. We are unable to stream tv in the evenings without it buffering or not working at all, we can even watch a short YouTube clip or watch a video in Instagram.  My daughter is now doing some work from home and is unable to do this at certain times. We have tried all the suggestions of restarting and we have run several speed checks but because the connection is coming and going it’s often fine when they test is run. We need a good connection to be able to use our phones as signal isn’t  great here. On a good day we are getting 20Mbps 

We have been with several other providers before EE and have never had an issue with poor connection in the evenings. I have an autistic daughter and this is causing huge distress for her.

[JimM11]

@Lisastrange44 What is your connection type, are you still on a copper and connected to the Openreach Master phone socket or now FF Full Fibre connected. Would be helpful if you could say what EE Hub they have sent you if that was done. See link below to the EE ones. If you are also using extenders or booster's for wifi mention those also.

When you say it's constantly disconnecting, does the EE Hub if using light change colour from it's running fine Aqua Light.

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

If you can and your mobile is able to send then do HELP to 66033 as a text and have EE run a connection test all the way to everything home wise.