Terrible broadband

[Ian233]

Moved from BT to EE 

was told it would be better because we would have a direct line, but honestly it’s much worse. Signal around the house is terrible. Everything is fuzzy and takes ages to load. 
Extremely disappointed 

[VillanII]

I was moved from BT to EE in March & I am in the same boat. Internet WiFi keeps crashing, very poor customer service. I can carry on here but I need to complete my 9 complaints. They brag about being the best provider for 11 years, I shudder to think what everyone else is like. Do not use the customer call back. They do call you back after about 30 minutes but from a different department. So, you have to wait another hour to talk to somebody & still it is not fixed

[Ali_A]

Hi @Ian233 

Welcome to the Community

Sorry to hear of the experience you're facing with the EE router. 

Is it the WIFI signal you're having issue with around the house, or the actual internet connection? 

You can test this by connecting a device such as a laptop directly to the router using an ethernet cable. 

Ali

 

[XRaySpeX]

Which EE BB plan are you on including its speed? What EE router do you have (read its label)?

[VillanII]

My contract is Full Works: Fibre 67 Download speed 66Mbps

AndyB

[XRaySpeX]

@VillanII : Welcome to EE's Home Broadband Forum.

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

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.