30-01-2017 12:49 PM
So after several months of enduring normal broadband that regularly disconnected and when it did connect was regularly below 1Mbps I took the decision to upgrade to Fibre. Called EE and was told no problem, we'll do that for you, you will go live on the 1st of February and we will send you a new router. By 30th Jan (today), with no further contact from EE and with no router having arrived and with the existing broadband worse than ever (but putting up with it as after all I am going live on to fibre in two days) I rang to ask when the router would arrive. I am then told it has not been sent because I'm not going live on the 1st Feb, instead I have been added to a waiting list and that there will be a review with BT re fibre availability on the 8th Feb but no indication of whether or not that will allow the upgrade to fibre to proceed. So I have already been completely mis-sold, not exactly the happiest of bunnies at this point. Next logical step is, OK then please conduct checks on my existing service for the reasons already mentioned. Sorry, but we cannot check your line as you have signed up to switch to fibre and the only way to get around this is to cancel the upgrade. Unbelievable, what kind of system is this that puts the needs of the customer behind the convenience of the provider? OK, so cancel the upgrade as it was completely mis-sold in the first place. Right, that has been cancelled for you but it will take up to 24 hours for the system to recognise the cancellation so I can't do any checks until tomorrow. This just keeps getting better and better. Right I want to make a formal complaint, so done that and I have been offered £15, as obviously that makes a pathetic existing broadband service bearable and a non-existent mis-sold upgrade as no problem at all. This is just a complete joke, EE you have no clue what customer service is.
30-01-2017 01:24 PM
If you would like help with your existing 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:
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. Full router stats are key to any speed & connection issues.
2. Try a wired speedtest here http://www.thinkbroadband.com/speedtest.html and copy to here just the "Link to this result:" link.
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.
30-01-2017 01:25 PM
What does BT Broadband Availability Checker estimate for your phone number? Post just the 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.
30-01-2017 04:11 PM
" For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. Also post 'System Uptime' from top of System Log page. Full router stats are key to any speed & connection issues."
30-01-2017 04:16 PM
At http://192.168.1.1 as per label on router.
30-01-2017 04:22 PM
30-01-2017 04:34 PM
You should be able to copy & paste it.
30-01-2017 04:40 PM
It won't let me, if I right click anywhere on the page I get nothing. If I highlight then right click on the highlighted text I get nothing, no options of any kind.
30-01-2017 11:40 PM
You ADSL BB connection is about as good as it's gonna get.
31-01-2017 08:17 AM
31-01-2017 01:14 PM - edited 31-01-2017 01:16 PM
Try plugging your router into the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets? Are there any wires connected to back of faceplate?
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 to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.
by JAMESDNEVILLE yesterday