Wi Fi 18gb

[jenbird]

Hi, appreciate any advise given.

My Bt internet was working fine and EE took over my broadband and phone (accidentally) they took the wrong line as they were suppose to take the garden room.

Since then our speeds have dropped to 18GB. Wi-fi doesn’t reach all areas of the home even with 3 wi-fi (ee) extenders.

Sky keeps turning off, and we are only able to watch 1 TV upstairs otherwise it all cuts out.

hub has been moved to another room (main living room) sky is hardwired 

any advise?

[XRaySpeX]

@jenbird : Which EE BB plan are you on including its speed? What EE router do you have?

You can't mean 18 GB. I shall assume you mean 18 Mbps speed.

[jenbird]

Sorry 18Mbps. Im on the essentials Fibre 36

[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.

[jenbird]

Hello,

thanks for the suggestions i dont know how to log in to my smart hub when on the ee app there is no link for advanced settings 

the broadband checker says sorry unavailable at this time 

my current download speed is 13.7

[XRaySpeX]

Login to your EE Smart Hub/Router at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router. 

[Mustrum]

@jenbird  You may also use the info on the Help pages to have your line tested and to contact the Broadband Care Team.

https://ee.co.uk/help/contact-ee/technical-support/broadband-landline 

1. Contact EE
2. Broadband and landline

Contact us about your broadband and landline

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

Charges may apply at your standard rate.

1. We’ll run tests on your connection to find out what’s going on.
2. If you need an engineer, we’ll text you in 15 minutes to book a slot.
3. If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

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[jenbird]

Thank you I have called but its over a 40 minute wait.

this is what i have found hopefully you find it useful