Speed far below what I pay for

[jario5615]

So I've had issues for about 4 days now with my Broadband speed, both wired and on WiFi. It works, but I pay for a speed guarantee of 700mb and its not reached 100 since Tuesday, and I'm starting to get frustrated. I've contacted support twice, and whilst the first call was great and we went through every possibility it could've been, nothing worked so he ordered a new cable for me to see if that would fix it and to call back if it didn't. I explained this to the person I spoke to yesterday but was just told to observe it and I would be called back today. Well I did and nothing has changed, and I didn't get a callback either.

Has anyone had any similar experiences to help resolve this, and how do I get onto EE about reimbursement as they have not been able to fulfil their speed guarantee?

[XRaySpeX]

What were speeds like before these last 4 days?

What speeds are reported by running the speed test in the EE app? That will not only measure the raw BB connection speeds you are getting at the router as well as speeds to the device from which you are testing.

See EE Broadband and Speed Guarantees 

If it is a neighbourhood issue, you could consult Check service in your area  to see if any faults are being attended to in your local area. You may also Report a Problem there.

Text HELP to 66033 to get EE to test the line & see what needs doing.

Which EE router & WiFi extenders, if any, do you have (read label or post a pix)? What is the name of the EE BB plan are you on including its speed? 

[jario5615]

Internet speed reads between 93-97mbps in both down and up to the hub from outside. Model is the Smart hub 6. I've tried checking the fault in the area using the app but it errors out before completing and has said try again later for 4 days straight now. And the plan is Full Fibre Gigabit

[jario5615]

 

This is what the speed test returns for me

[jario5615]

And before the last 4 days, speeds were normal, usually at or a bit above 900mbps

[JimM11]

@jario5615 Have you reset the EE Hub and also the ONT, looks like the wan connection for either/both has synced on the 100Mb/s Ethernet port, if you were to web manager look at the status then that would tell you what the speed is at, should be 1000Mb/s....

Wan link speed 1000Mb/s is what you need to see.....

No refund for that condition.

[jario5615]

Yep reset both several times and no luck, still only getting a max of 97mb to the hub from the ONT

[jario5615]

Here's what the WAN speed says. its getting 100 when it should be a lot more

[Image Rejected - Kindly avoid posting serial numbers on the public forum]

[JimM11]

@jario5615 Pictures have to be checked and cleared for viewing so currently not seen, just switch ONT off for 5 mins, hub as well start ONT first and when Power/Pon solid green start your EE Hub up after that, look see but you need 1000Mb/s on the wan if 100Mb/s then that is all you will ever get.

That is why a cable was sent, the EE CS suspected your cable was bad, starter for 10 as Bamber would have said.

Mod has rejected you posted image, so just do the reset and see where it goes, if you look at the sample for mine see the blanked out they do get picky at times.

[XRaySpeX]

Don't worry, the images were awaiting approval. I have now done so & they should appear soon.