Terrible broadband speed

[NettieLondon]

I switched from BT to EE and I would feel no different. It’s been two months now and I’m fed up. I can’t watch any program without a constantly buffering.

i want to go back to BT. Is this possible?

[XRaySpeX]

@NettieLondon : Which EE BB plan are you on? What EE router do you have?

[NettieLondon]

Hello,

I have the Smart hub SH31B model F5394-CP EE
I Am on the Fibre 67 essentials

Most of the time it kept buffering every couple of minutes.

When I went into the app it would try and ImProve it and then fine for few minutes then again buffering . And this is on bbc iPlayer! 🤦🏽‍♀️

I never had this problem with BT and am regretting switching to EE.

If you can help that would be great.

Thank you

Lynette

[NettieLondon]

Hiya

I have the Smart hub  SH31B model F5394-CP EE
I Am on the Fibre 67 essentials Plan.

Most of the time it kept buffering every couple of minutes. So frustrating!

When I went into the app it would try and ImProve it and then fine for few minutes then again buffering . And this is on bbc iPlayer! 🤦🏽‍♀️

I never had this problem with BT and am regretting switching to EE.

If you can help that would be great.

thanks

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
• For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

[NettieLondon]

Is this what you are looking for?


3) I clicked on the link and on adress checker it doesn’t matter what I out in nothing is coming up; I even tried postcode and that doesn’t work either.


4) When I had spoken to one of your customer service reps shortly after I switched to EE, she said the only thing she could think might help is a new Ethernet cable and that she would send me one- but that was weeks ago and I have not received it.

Thanks

Lynette

[NettieLondon]

Hello 

i dont know why only half the message below reached you..

1) when you say log in and find advanced settings sharer are you talking about? The EE app on my mobile? I do t see anything as advanced settings..

could someone please call me? 

also tried to reloomat broadband and received this message 

Hi, EE here. Has your broadband connection improved after the checks and restart of your router? If yes, you can ignore this message. If not, reply with the word CALLBACK between the hours of 8am to 8pm on weekdays and 8am to 7.45pm on weekends and we will aim to call you within 20 minutes.

when I wrote ‘CALLBACK’ and hit send it’s giving my me an error for delivery.

why isn’t anything working EE? 
Please can someone either fix this get me back on BT? am really fed up of this. 

thanks 

[XRaySpeX]

That's not all I asked for. 

4. Doubt an Ethernet cable will help you. 

[NettieLondon]

Hello,

the stuff you asked for i tried to paste it in from my mobile and it doesn't work.

1) was that  advanced settings on my smart hub when i log into the app on my mobile? or somewhere else.  

2) i managed to get a picture but it woudln't let me add it on here

3)  couldn't get the address checking working with or without the postcode.

Apologies I am not very tech savvy so not totally clear if i am looking in the right place or understood what you have asked for.

Also when I last tried calling EE the guy says to me its my TV! an i should change my tv as there is nothing wrong with the router.  to which i pointed out i didn't have any issues with BT, and i was told that my broadband would not be affected if i switched to EE, and how can they expect me to go and buy a new tv!? thats ridiculous. 

occasionally when i do the speed test via the EE app it says things could improve on then suddenly it starts working for sometime and is clear.  

i just want to go back to BT.