by Thor259 Investigator
Investigator

Internet Speed is lower than my minimum guaranteed speed

So I have Fiber broadband with EE which they state:

 

Minimum Fibre Download Speed is 24.9 Mb/Sec

Maximum Fibre Download Speed is 36.4 Mb/Sec

Minimum Fibre Upload Speed is 5.8 Mb/Sec

Maximum Fibre Upload Speed is 9.2 Mb/Sec

Minimum Guaranteed Download Speed is 20.40 Mb/Sec

 

However I barely get 7mb download at any time, this is the package I chose.

https://www.dropbox.com/s/pgtfzpp9ie6m6ce/chose.jpg?dl=0chose.jpg

 

But my speed results are nowhere near that.

https://www.dropbox.com/s/vy93acirbwke2jv/speed%201.jpg?dl=0

speed 1.jpg

 

I have used the BT whole sale advanced test and both times it has come back around the same.

 

First test done at 11pm on the 13th of August

https://www.dropbox.com/s/rnz06g41l4p415m/13%20aug%2011pm%20v1.jpg?dl=0

13 aug 11pm v1.jpg

 

I did a second test today just to be sure

https://www.dropbox.com/s/an6et2s268k7os4/1%20sep%201pm.jpg?dl=0

1 sep 1pm.jpg

 

As you can see its way below where EE say i'm supposed to be at. 

 

My EE router information is

https://www.dropbox.com/s/33yw0h44lj3vn1a/ee%20router%20info.jpg?dl=0

ee router info.jpg

 

Any help would be appreciated

 

Thanks!

Edit: Added dropbox links as the images dont appear to be working?

12 REPLIES 12
by Grand Master
Grand Master

Re: Internet Speed is lower than my minimum guaranteed speed

How long have you had Fibre BB from EE? Has any work been done on your line or in the neighbourhood recently?

 

What does BT 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, use the Address Checker, not the Postcode Checker.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Thor259 Investigator
Investigator

Re: Internet Speed is lower than my minimum guaranteed speed

Hi Xray, thanks for the fast reply.

 

No one has mentioned work being done on the line so I assume not. I have had fiber with EE since April/May time.  I had it installed a month before I moved into my new place.

https://www.dropbox.com/s/h1i9kwvtt7bj2db/broadband%20availability.jpg?dl=0

broadband availability.jpg

 

by Grand Master
Grand Master

Re: Internet Speed is lower than my minimum guaranteed speed

Has it always been this slow since April/May?

 

Reboot the router & try plugging it into the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (dial 17070 Opt 2), preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Thor259 Investigator
Investigator

Re: Internet Speed is lower than my minimum guaranteed speed

Hi

The internet at first was much faster then as i wasn't using it for a while Inever noticed.  I was using it since I moved in and it seemed fine however as I used more I noticed it being slow so started testing. 

On the master socket this is the test result

https://www.thinkbroadband.com/speedtest/1567352130196704655

 

When I moved in there were two boxes next to each other, one has never worked however the 2nd does.  The second one (The one I use) does have a wire at the back of it.  There is also an extention to another room (I can follow the wire into another room to where I assume the TV would have been)  

 

I have a EE Smart Hub so am not certain how to send you the full router stats & System Uptime. So im assuming its these

stats2.jpg

uptime2.jpg

 

I dont have a phone so just ordered one off Amazon to do that test your suggesting, will be here tomorrow hopefully

by Grand Master
Grand Master

Re: Internet Speed is lower than my minimum guaranteed speed

No change there, then, confirming the issue is not with your internal wiring.

 

Thanks, I'll wait on it.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by neth1993
Explorer

Re: Internet Speed is lower than my minimum guaranteed speed

Since your last 'maintenance' in WS1 2QQ my broadband has been horribly slow. What the hell? 

by Grand Master
Grand Master

Re: Internet Speed is lower than my minimum guaranteed speed

@neth1993 : What maintenance? Where were you told of this?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Thor259 Investigator
Investigator

Re: Internet Speed is lower than my minimum guaranteed speed

I plugged in the phone and dialed the quiet line test service, there was no noise at all.

 

Any suggestions?

by Grand Master
Grand Master

Re: Internet Speed is lower than my minimum guaranteed speed

All you can do is complain to EE that you are getting under half of your min. guaranteed speed.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by neth1993
Explorer

Re: Internet Speed is lower than my minimum guaranteed speed

?? I received a text message from EE about the maintenance? 

by
EE Community Support Team

Re: Internet Speed is lower than my minimum guaranteed speed

Good Afternoon @neth1993

 

Was this text regarding mobile signal in your local area?

 

Speak soon, 

 

Katie 🙂

by Grand Master
Grand Master

Re: Internet Speed is lower than my minimum guaranteed speed

@neth1993 : I've never received a msg about the maintenance of the BB in my area even when there was. You sure it was not a scam? Did it have a link in it for you to click?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC

Can't find what you're looking for?

One of these options may help you find the answers you need.

Let's get started

Join the EE Community to ask, answer, learn and share.