Essentials Unlimited plan hard-capped at 12 Mbps—150 support states line is norm

driftererer · ‎18-09-2026

I am on an Essentials Unlimited plan (100 Mbps target). My download speeds are hard-capped at 12.4 Mbps across both my phone and mobile hotspot. I have tested it with and without a VPN, and outdoors next to the mast. A moderator needs to review my backend HLR profile because my SIM card is incorrectly provisioned with a 'No Frills' 10 Mbps speed block.

Leanne_T · ‎18-09-2026

Hi @driftererer

Thanks for coming to the community.

We have no account access on the community to check the profile and get the speeds looked into. Please try getting back in touch with our tech guides on 150 to get this investigated and see what is needed to help you get this resolved.

Thanks 🙂

Leanne.

View solution in original post

Leanne_T · ‎18-09-2026

Hi @driftererer

Thanks for coming to the community.

We have no account access on the community to check the profile and get the speeds looked into. Please try getting back in touch with our tech guides on 150 to get this investigated and see what is needed to help you get this resolved.

Thanks 🙂

Leanne.

Northerner · ‎18-09-2026

Hi @driftererer

What device do you have.

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 07953 966 150 for mobile and 0330 123 1105 for Broadband..

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

driftererer · ‎18-09-2026

It's Pixel 11 Pro. I used to had 9 pro and the speed was the same always.