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?

[jario5615]

I've switched both off for about 10 mins and restarted them. WAN link speed still says 100. It's odd since I've had 1000 for well over a year now and its just randomly changed without warning.

[jario5615]

Reposted just the WAN link speed now, after the 10 min reset, still 100mbps

[JimM11]

@jario5615 Then Bad cable, bad Hub or bad ONT, one off the three take you pick.

It requires the full 8 connections on the RJ45 cable/socket/pins to make a 1Gb/s Ethernet connection, one failure it will drop back to 4 wire connection that is at 100Mb/s interface speed. You can have a bad connection if the plugs are not seated correctly either the Wan port of the EE Hub, or the ONT Ethernet socket. Try pulling cables out and reseating them first.

Failed FW update on the EE Hub, so have a look at yours this is were it's going to linked below.

FW: r5.19.1-R-2036010-PROD-83002 and the gui is at App version 3.17.5 17/09/2026

[XRaySpeX]

Bad cable is Weakest Link!

[jario5615]

I've found the issue. Looks like one of the contacts for the port on the ONT has come loose, which is causing the bad connection. I'll see if I can reseat it which might fix it

[JimM11]

@jario5615 Just be careful they are delicate.

[JimM11]

@jario5615 Picture cleared and you are correct pin is out the pin guide and a real good chance it may not contact with the RJ45 plug pin, if you don't get it back just report it to EE CS and they will need to get OR to supply new ONT and reprovision the replacement for you.