Appalling service. No access to online account, buffering and freezing streaming

[Bewdley13]

I foolishly switched from BT to EE last week - the letter I received from BT announcing that Full Fibre was now available to me in my area made no mention of terminating my BT connection and moving to EE. EE wasn't even mentioned. I feel well and truly scammed. Still no access to my online account. Still buffering and freezing while streaming in the evening, rendering it unusable.. Yet I'm sitting here now, 7.40am, 05/03/2025, watching on iplayer with no problems whatsoever. I'm on EE Full Fibre 900, watching via a Firestick into the back of a 16 year old Panasonic plasma tv. I also had no issues, morning, noon, or night, when I was on BT Smart Hub with a far lower speed. 

Can anyone explain this? Why can't I stream in the evening? Why can't I access my online account to see how much I'm paying and what I'm paying for? I have less than a week to terminate the contract after the cooling off period. If I have to terminate I will go to the Ombudsman and the newspapers, as well as Watchdog. This lot need to be exposed. 

[Bewdley13]

Hi,

Believe me I have made numerous phone calls and made 2 on line complaints. I visited an EE store this morning and was finally able to access my account by changing the email address to my wife's on my profile. Crazy. An engineer is visiting tomorrow between 12 and 2 pm but I don't see how that will fix the fault that occurs in the evening, when streaming buffers and freezes throughout programmes, making them unwatchable. No explanation as to why streaming works fine on my laptop and desktop but not on the TV. Although the TV is fine during the daytime. 

I have just checked my internet speeds after arriving home from the EE store. Bear in mind that this is supposed to be Full Fibre 900 and that this is between 11.45am and 11.55am...I used Which first, couldn't believe the low score (10 Mbps) so used the uswitch internet speed test, too (25Mbps). Unbelievably low scores. Suggests that something is amiss in my area, surely? Perhaps this may also suggest that streaming is actually buffering and freezing during the daytime, too, but by chance not when I'm watching at 7.30am in the morning. As I've said before, this never happened when I was on the BT Smart Hub with a max connection of 65Mbps!

[Bewdley13]

Hi,

Believe me I have made numerous phone calls and made 2 on line complaints. I visited an EE store this morning and was finally able to access my account by changing the email address to my wife's on my profile. Crazy. An engineer is visiting tomorrow between 12 and 2 pm but I don't see how that will fix the fault that occurs in the evening, when streaming buffers and freezes throughout programmes, making them unwatchable. No explanation as to why streaming works fine on my laptop and desktop but not on the TV. Although the TV is fine during the daytime. 

I have just checked my internet speeds after arriving home from the EE store. Bear in mind that this is supposed to be Full Fibre 900 and that this is between 11.45am and 11.55am...I used Which first, couldn't believe the low score (10 Mbps) so used the uswitch internet speed test, too (25Mbps). Unbelievably low scores. Suggests that something is amiss in my area, surely? Perhaps this may also suggest that streaming is actually buffering and freezing during the daytime, too, but by chance not when I'm watching at 7.30am in the morning. As I've said before, this never happened when I was on the BT Smart Hub with a max connection of 65Mbps!

[Bewdley13]

 

 

[Bewdley13]

This is my so called Full Fibre 900 just before midday today. Checked it as couldn’t believe how low it was. And I’m unable to stream programmes due to constant buffering and freezing. 

 

 

[Minkey1]

@Bewdley13 

Is the TV connected via WiFi? If so, is it feasible to try an Ethernet connection to see if that improves matters?

I’m no fan of EE. My transition had/has issues with each service. After 5  months J still cannot access our phone accounts.

The one bright spot is the SH+. Speed to the hub is as it was w my BT SH2, but WiFi coverage in the house is much better. This is a test just done, via a venerable iPhone. And we live in a modern estate; lots of WFH and school kids.

No consolation, I know. Hope the engineer can help.

 

[Bewdley13]

It’s 12.34pm and I’ve hit the dizzying heights of 62.5 Mbps using Thinkbroadband’s speed tester

 

. This is Full Fibre 900! 

[XRaySpeX]

Your Which? speeds seem more like FTTC VDSL speeds in reverse.

1. Try a speedtest, preferably wired 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.

2. 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 or you don't have one, use the Address Checker, not the Postcode Checker.

[Bewdley13]

Hi,

Thanks for your response. No, the router is in the hall, around 12ft from the TV, which is in the lounge. Perhaps if the engineer brings a very long ethernet cable...! Having said that, when the TV picture is buffering and freezing, the connection to the laptop works just fine, and it is in the samer room as the TV. All very strange. 

[JimM11]

@Bewdley13 It's time to do an Ethernet test directly connected to the EE Router, also post which router from EE That you have, if not sure then the link below will show Available currently with Pics.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

[Bewdley13]

Hi @XRaySpeX 

Thanks for your response.

I posted the thinkbroadband speed test above. 65Mbps on a Full Fibre 900 EE system.