"Unwanted" move from BT to EE and NOW my SPEED is reduced

[Neil_H77]

I have the feeling this will be a completely pointless waste of time and effort on my part but well, The "Unwanted" move from BT to EE have now been completed which quite frankly is a ridiculous breach of T&Cs as I am pretty sure I couldn't just change provider part way through my contract but well. Here is my COMPLAINT I was never able to get "FULL FIBRE" for reasons still after 4 years "Unknown" as both my neighbours have it however, I signed up to BT with its "DOWNLOAD GUARANTEE" to get DL speeds of 66mb-72mb which is pretty pathetic these days but I was ok with it. I was regularly testing it at 72mb which was up to its max for my current line and package so I was able to live with it. However since being forcibly moved from BT to this JUNK company I see my speed consistently now DOWN to around 60mb!! and also see that the so called"DOWNLOAD GUARANTEE" on my page also has dropped to 60mb. I would like to state this NOT what I signed up for via BT, I was told via the emails about the "Transfer" to EE I would receive the same service and speeds as I did with via BT. This is an absolute ripoff and should not be allowed. I will be seaking advice on my "Consumer rights" as I am NOT receiving the service I signed up for. Oh! one last thing its funny how quickly they managed to create a new bill and send it to me with lighting fast speeds!! no problem at all sending that....Absolute JOKE shame on you!.  

[Leanne_T · Accepted solution]

Hi @Neil_H77 

Thanks for coming to the community. I am sorry you are experiencing slow speeds since moving to EE from BT. 

To get this looked into and discuss the speeds and account, please get in touch with our broadband tech guides and they will help you get this looked into.

If you have been in touch already and not had this resolved, you can raise a complaint using the Make a Complaint form online. 

Thanks. 

Leanne. 

[Neil_H77]

Thanks for getting back to me with an absolutely pointless so called "Called" solution. The point I am making is that the transfer from BT to you EE was supposed to be seamless and also exactly the same service type,speed and cost as before almost as if I would not know the difference between service providers. However I have noticed a decrease in my minimum speed guarantee and my max speed overall has come down.

Now you think I should wast more of my time trying to get through to more so called "Tech" people only to have the same thing said over and over again. This is exactly why I did NOT want this transfer as while on BT I had no issues with my speed or service even though at this moment its the fastest I can receive. So I have been forced over to you so its YOUR responsibility to provide me with that same exact level of speed and service and not waste my time making me jump through hoops trying to rectify something that until I have been forced to EE has only just appeared. So I ask fix it ASAP Thank you.  

[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 SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs. Also post the Home > Status page.
• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• 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 speedtest, preferably wired 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.

[Neil_H77]

This is the results from the search you suggested. You can clearly see I should be receiving a better overall speed consistency.

As for posting results of settings from my router or setup is kind pf missing my first point of this. I was forced from BT to EE NOT at my request or want. However I was told my service would NOT be impacted only the name on the bill so to speak, Clearly this isn't true.

So I would say its more on EE to investigate themselves or increase my throughput or gain?? not sure if thats correct but It for sure isn't up to me to waste time and energy trying to fix something that was BROKEN by BT and EE and NOT me.

Please I ask someone who can actually do something rather than just push it onto the customer.

Thank you  

[XRaySpeX]

It's up to you but the other 2 tests are for checking what speeds you are actually getting to confirm that you are only getting 60 Meg as you say.

[garybs29]

Take a chill pill as well please, 60mb trash? Plenty of people don't get that & it's absoluteley fine. Also the speeds have probably changed over time with potentially more connections in area etc. The speed won't drop purely based on a company change

[Neil_H77]

Oh shut up!!  My speed clearly has dropped since the company change or I wouldn't be wasting time and energy reading stupid posts from people like you so be quiet. 60Mb is trash when you have been getting a max of 70Mb which isnt great but more than good enough and I have been getting that speed consistently from my previous provider. So this to me looks like a reduction in speed and from just! a company change.