Restrictions

[Aazaaz1]

After several conversations today with EE and not getting anywhere, I asked to find out when my contract was up for renewal. I’d like to know why you have restricted my mbps speed to less than 10?!  I’m miles away working and now cannot even have a conversation with my daughter, even Facebook doesn’t load. Please address this as a matter of urgency 

[Northerner]

Hi @Aazaaz1 

There is no account access on these forums. 

Does this issue happen in just one location. Have you checked for next issues: https://ee.co.uk/help/service-status

Thanks 

[Aazaaz1]

I have checked status issues and up an til my conversations that took nearly 3hrs out of my life today everything was fine. Even what’s app takes an age to connect now. 

[Aazaaz1]

It also says the phone lines are closed now when I call

[bristolian]

A bit unclear what your issue is here, since voice calls don't use mobile data.

The usual reason for data speeds being restricted is that you've run out of your allowance and are using "Stay connected" - this can be disproved by texting BALANCE to 150 and confirming the response,

[Aazaaz1]

I want to FaceTime my daughter. I have an unlimited data allowance, EE couldn’t even tell my how much data I’ve used when asked. I’ve text 150 balance and the response was you have unlimited data. 

I don’t think my issue is unclear at all, ee have restricted my mbps speed. Can’t even load instagram now

[bristolian]

You mentioned conversation so I presumed voice call hence querying what the link to data speeds was. I don't use the Apple ecosystem but given that HD video streaming tends to only need around 3-4Mbps (depending on which service), I struggle to believe that 10Mbps is insufficient for a Facebook/video session.

What speeds are you achieving if you test using, say speedtest.net?

[Matt_124]

What tariff are you on? (No Frills/Essentials/Essentials Plus/All Rounder/Full Works?)

The specific mention of 10 Mbps makes me inclined to ask, as some tariffs are capped at this speed, namely the "No Frills" plans.