Last Friday, we eagerly upgraded from 72mb EE internet to Full Fibre Gigabit (900) and have had nothing but issues ever since. We already had a Smart Hub Plus SH31B so EE didn't send new equipment.
We are seeing terribly slow speeds, EE's speed test within their own app often showing 2-4 Mbps (nowhere near the guaranteed 700 Mbps) and Openreach's preferred speed test site fast.com not going higher than 140 Mbps at all. ee.co.uk itself takes almost 2 minutes to load all the images, it looks like I'm back on dialup from the 90s.
Packet loss is unbearable and makes gaming impossible, and video streaming on netflix, disney+, amazon prime video is impossible as it constantly buffers, seemingly due to the packet loss.
It's been almost impossible to get any support from EE's "Tech Guides", after the usual "lets try rebooting your router" they want to schedule an openreach engineer to visit. We've had 2 openreach engineers visit now, both have run multiple tests including their full SFFP test which show the line itself reaching speeds of 825 and 900. As soon as we reconnect to EE, speed is crawling again. Openreach have replaced the ONT, swapped the fibre to another port on the CBT, and confirmed no faults or alarms have been noted on the line. The light reading on the fibre into the property reads -15, which is meant to be a good strength. Openreach also rebuilt the config their side, but no change.
Openreach tried to get through to someone higher up at EE to escalate and were told EE would send a new Smart Hub Plus SH31B, we waited for this to arrive and it didn't make any difference either. There literally is nothing else we / openreach can do at our property to eliminate issues so we're stuck hitting a brick wall trying to get EE to investigate further.
What makes it worse, also last Friday our next door neighbour had their full fibre upgrade, 500 Mbps through BT Retail, and they are getting their full service and not experiencing the same problems. They are connected to the same CBT as us (its just us 2 connected as it's only just become available in the area)
EE tech guides claim they've never heard of anyone have such issues, although the Openreach engineers hinted that the majority of their repair calls at the moment are to EE customers with issues not too dissimilar to ours.
Has anyone else had similar issues on EE's Full Fibre service and reached a positive conclusion with EE? Any advice on how best to escalate this would be appreciated
1 SOLUTION
Accepted Solutions
The addresses that you mentioned -
62.6.204.98
62.6.204.99
62.6.204.100
62.6.204.101
Are all core routers in the main BT core network - AS2856
I have now tracked down that some, if not all the drops that I was seeing on my EE router were not on the local copper or fibre section but were on the BT core network or where Openreach connects to the BT core network run by BT Wholesale (if I remember correctly).
Openreach can do whatever they do on the local loop (copper or fibre) and it will not effect the situation with some of the drops; if not all the drops.
There seems to be now process or procedure in either BT Retail or EE to report this type of issue and even if the front office accepts it there is now way of getting it fixed unless you escalate it to senior staff in EE or BT Retail.
This might even get worse with the greater number of customers going through these core routers. I have noticed on my connection that they do re-router the connections into the core regularly, but after a while they go back to the high latency and drops.
I have attached the latest monitor of the path to SamKnows, who provide monitoring for OFCOM. Not Good.
Sorry it's not good news
Keep safe
Regards
Infinidim (John)
There is definitely packet loss on the line, games skip continually, video streaming buffers continually, video calls stutter as they catch up
