complaint

[Fortunat]

I am very disappointed for your service. My network or internet doesn't work well. How many time I have to complaint the same problem? I'm very tied for your bad service

[EssexBoyEE]

If you could Highlight the issues or give us more details on exactly what the problem(s) are that would help Members on here to help you.

[Leanne_T]

Hi there @Fortunat

Thanks for coming to the community. 

I'm very sorry to hear this. 

Do you have home broadband or a mobile account with us? 

Speak soon 🙂

Leanne. 

[Fortunat]

My complaint is about my home  broadband. Since more then five months the problem exist. I can't watch YouTube because of low speed of loading and uploading. Same time is 19.9 Mbit. I'm tied and ready to change the provider.

Your costumer,

FORTUNAT N

[Fortunat]

I have both.

[Christopher_G]

Thanks for explaining, @Fortunat.

Have you spoken to our broadband technical support team?

Chris

[XRaySpeX]

@Fortunat : 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.

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.