Slow, Slow Broadband

[PatW12]

Since we moved house in the same town the price for the service has gone up, but the speed of broadband emails has dropped off a cliff. When opening emails It tells me 'No Internet Connection'. This takes up to 30 seconds to open the connection. Where we were which is 500 yards away it was immediate every morning and stayed open. Now it's slow and logs out so many times each day and costs me more!

When I attempt to phone EE they robot tells me I have to stay on my landline and wait 20 minutes for anyone to answer!

[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)?

[PatW12]

Thanks for your reply.  I don't understand any of the rest of the answer of all the figures etc. It's just sitting on the phone for 20 minutes plus is shocking!

[Leanne_T]

Hi there @PatW12 

Thanks for coming to the community. 

I am sorry you're experiencing connection issues with your broadband. I would suggest going through the troubleshooting steps on the 'Fix An EE Broadband Connection Problem' help page and testing the connection. 

If you have tried all the steps before and this is still happening, please try calling us again and once a broadband tech guide is available they will let you know what is needed to get this sorted.

Let us know how you get on. 

Leanne,

[XRaySpeX]

I'm just asking what BB plan you're on & what router you've got so I can assess what speeds you should get & try to advise how to get them.

[PatW12]

We are in our Seventies, we are not techy geeks and don't understand 99percent. Trying to phone today yet again and told due to a busy period we have to wait  another 20 minutes on our landline! We have a life to lead still at our age and wasting time is not on! EE need to get more staff, if they are so busy there must be thousands of use having trouble!

[Leanne_T · Accepted solution]

Hi @PatW12 

Thanks for coming back to us. 

I'm sorry there was a wait when you called to speak to one of our broadband tech guides. 

Our Contact Us To Request Technical Support for Broadband and Landline page has a text option for a call back if this is needed, and details on what will be completed before the call back. 

Hope you get this sorted soon. 

Leanne.

[XRaySpeX]

Does one have to be a techy geek to read the badge & nameplate on your car?

[PatW12]

OK so what am I looking for. Being rude to a non techy who is nearly 80 doesn't help when we weren't born with a plug in!

We still can't get a broadband speed or get a phone call in under 20 minutes wait. Good bye we've had enough! I think I'll try another provider!