Speed Guarantee (BT to EE)

[finn17]

I’ve recently transferred from BT to EE. I’m on full fibre 500 with minimum guaranteed speed of 425.

I’ve tested the speed via multiple means (varied times of day, wired, wireless, multiple devices, multiple websites / apps). The speed is never more than 300 down. 

Part of the package is described an “EE Smart Hub” which was not delivered - I’m still using my BT router. I contacted EE who stated I’d be keeping my BT router. 

What are my next steps? 

[Peter_W]

Hey @finn17, welcome to the EE Community!

When you were on BT, was this a Full Fibre connection too, or were you using a traditional broadband connection? 

It's worth heading to http://192.168.1.254/, then select Advanced Settings > Broadband, and make sure Full Fibre mode is switched on.

Peter

[finn17]

Fibre before with BT. Full fibre mode is on.

[Peter_W]

Thanks for checking that @finn17.

Were you getting these speeds on BT previously, or was it a different package?

How are the lights on your ONT (the white Openreach modem on your wall) looking too?
Peter

[Mustrum]

@finn17   how are you testing the speeds? Which device and how is it connected.

[finn17]

BT was 150 so EE 500 is new. 

openreach / hub lights look fine. (Green for all openreach)

[finn17]

I’ve tested the speed via multiple means (varied times of day, wired, wireless, multiple devices, multiple websites / apps). The speed is never more than 300 down. 

[Mustrum]

@finn17   can you give us some more details? Just want to check to see if any of your multiple devices are capable of higher speeds!

[finn17]

Xbox Series X (Wired)

HP Elitebook (Wired)

iPhone 15 Wireless

Macbook Air Wireless

[Ewan15]

@finn17  I was with BT on 900mbps. When I transferred to EE, I initially continued using my Smart Hub 2 which gave me 900 mbps down. If you have the My BT app installed on your phone, run a speed test check to see what speed you are getting to the router.

The My BT app will continue to work if you are using a BT Smart Hub 2