I originally used EE Broadband but needed a fixed IP, so I switched to BT. Unfortunately, I was mis-sold by BT, so I moved back to EE. Since then, I’ve noticed problems when streaming video from my home to another location.
After investigating, I discovered that the EE network is dropping UDP packets.
I’ve spoken with EE support over the phone, but their tests only check TCP traffic (speed, jitter, and packet loss), so everything appears normal on their end. It didn’t help that the engineer I spoke with didn’t know the difference between TCP and UDP. After a lot of back and forth, I was told there was no issue—though I could book an engineer visit. However, the engineer’s tests would also be TCP-based, so they wouldn’t reveal the problem.
I know the issue isn’t with my local setup. I’ve tested with both the EE router and my own, swapped cables for known working ones, and even tried a modem dongle—where the problem disappears completely.
Finally, with the help of a friend, I captured Wireshark data showing that UDP packets are indeed being lost.
My question is: how should I proceed from here?
