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by Yan101
Visitor

Account No. XXXXXXXX. Hello, we have had EE broadband for about two months. Th

Hello, we have had EE broadband for about two months. The connection keeps failing at busy times. My son games in an international league and must have a reliable connection. If EE cannot provide this please end my contract and compensate me for the poor service that is not as described at point of sale. Acct. No.XXXXXXXX

 

[MOD EDIT: Please do not post account information in the public forum]

2 REPLIES 2
by Grand Master
Grand Master

Re: Hello, we have had EE broadband for about two months & it's unreliable

@Yan101: Welcome to EE's Home Broadband Forum.

 

You need to give EE a chance to look into your issues & try to fix them before they will allow you to walk away from your contract.

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.

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 exchange are you connected to? If you don't know use: http://www.samknows.com/broadband/exchange_search and post the URL of your exchange page.

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by
EE Community Support Team

Re: Account No. 734743813. Hello, we have had EE broadband for about two months

Hi @Yan101

 

Welcome to the community.

 

We also have an excellent help page that will help you make sure the EE broadband is set up correctly with some troubleshooting steps too.

 

Let us know if that helps.

 

Chris

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