Highlighted
by Investigator
Investigator

Slow broadband

I am so so disappointed with my broadband right now I was attempting to join a zoom chat with my family this morning and it was so rubbish that I ended up coming off my WIFI and using my Data plan on my phone (Giffgaff) which kind of defeats the purpose of paying money each month. So I did a speed test before coming on here and it says upload is 0.06gb! I know it may be busier with more people using the network now but all I want to do is see my family especially at this time it's the one time a week we have scheduled to do it. All it's doing is making me want to switch contracts the minute I can because I've had nothing but trouble with it randomly cutting out and being super slow this is the first time it hasn't been even up to an hour zoom chat 😔😔

10 REPLIES 10
Highlighted
by Grand Master
Grand Master

Re: Slow broadband

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 & 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, 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
Highlighted
by Investigator
Investigator

Re: Slow broadband

Not sure where I can log into the router I have done the speed test which is here https://www.thinkbroadband.com/speedtest/1590251800875120355

Highlighted
by Investigator
Investigator

Re: Slow broadband

Screenshot_20200523-174448.png

 

Highlighted
by Grand Master
Grand Master

Re: Slow broadband

Which router do you have?

__________________________________________________________________________________________
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
Highlighted
by Investigator
Investigator

Re: Slow broadband

Brightbox 1

Highlighted
by Grand Master
Grand Master

Re: Slow broadband

Login to your Brightbox at http://192.168.1.1 as "admin" with the admin password on the label on the bottom of the router.

__________________________________________________________________________________________
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
Highlighted
by Investigator
Investigator

Re: Slow broadband

IMG_20200523_180931725.jpg

IMG_20200523_181007482.jpg

 

Highlighted
by Grand Master
Grand Master

Re: Slow broadband

That's running v. slow.

 

Locate 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 (QLT), 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.

 

Reboot the router & plug it into the test socket. 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
Highlighted
by Investigator
Investigator

Re: Slow broadband

I don't have a landline phone to do a quiet line test. It's not an issue with the sockets as I had talk talk before EE and it was always about 14/15gb upload and download. I don't know why it is only EE that seems to have the issue of providing the service that we are paying for 🙄🙄 wish we never switched now 😔😔 

Highlighted
by Grand Master
Grand Master

Re: Slow broadband

W/out a phone you'll never find out whether this fault is due to your internal wiring & therefore the fixing of it chargeable or not.

Noise on the line is the most common cause of BB failing or going slow.

A corded phone handset is the best diagnostic tool you can have for BB. I strongly recommend getting a cheap corded handset to help diagnose BB issues like yours as well as keeping the line "wet" to help avoiding BB issues & paying out for an engineer to fix faults in your own wiring.

__________________________________________________________________________________________
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.