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, @XRaySpeX 

This link? https://www.thinkbroadband.com/speedtest/1741179517476644355

Or this? 

Thanks

David

[Bewdley13]

Here’s a photo if the link doesn’t work - now at 17.1 for a Full Fibre 900 with EE.

 

[CBoasty]

We get 150mbps and still face the same issues. It’s not an internet issue, especially if the smart tv and laptop streams work fine.

id like it if BT/EE admit that multicast does not work well… 

[Snowwolf1]

Exactly the same with me, swapped from bt to ee and what a nightmare of a service, ee tv keeps buffering or not working altogether and speeds have halved, anyone reading this, DO NOT SWAP FROM BT TO EE 

[Minkey1]

@Bewdley13 

There’s little point in comparing WiFi radios in different devices. My iPhone is a much older model than my Fire tablet, yet speedtests 3 times faster🤷🏼

For upstairs extender testing I got a 15m Ethernet lead for £20. Well worth it, and it was a Ugreen Cat8. Others would be cheaper.

Your speed results suggest something is seriously wrong , tho ISPs only ever guarantee performance to the hub, not WiFi beyond. 

Be interested to know what the engineer says/does.

[Bewdley13]

Hi @Minkey1 

You wrote "There’s little point in comparing WiFi radios in different devices. My iPhone is a much older model than my Fire tablet, yet speedtests 3 times faster🤷🏼".

All of the above tests were performed on the same device - a desktop PC. I used 3 different sites to test the speeds at varying intervals, the most recent being the Thinkbroadband test (which people on this forum advised me to use) which stated the speed at 17.1 for a Full Fibre 900. I don't want to run a 15m ethernet cable from my hall, into a lounge. How would that work? Drilling holes in skirting boards or running it on top of the carpet into the lounge would be a hazard, to say the least. As I said before, I had zero issues when I was with BT on a much slower package. There is something seriously wrong with EE's broadband proposition. There are many posters on this forum with similar issues to me.  As you say, it will be interesting to find out what the engineer says. If no improvement, I will have to cancel before my 14 days are up next Monday and move provider. Quite how that will leave me when I work from home and need the internet all day, I don't know. 

[JimM11]

@Bewdley13 Although it may not seem like it and wireless wi-fi is possibly capable of doing so, networking is a shared resource, Ethernet connected direct to the EE Router and a speed test is all that is being asked, this is to try and establish that you have at least got a FF 900 package, there can be many many reason's for not getting what you have now and the Forum is trying to help where it can.

Anything above 100Mb/s as a result rules out certain parts!

[Minkey1]

@Bewdley13 

I wasn’t suggesting a permanent Ethernet installation; it’s why I talked about “testing”.

Anyway, crack on.

[Bewdley13]

@Jim11   Ah, right, apologies, well I can confirm that over the last few days I have seen speeds of 670 Mbps registered on a speed test. Today it has been as low as 10.

@Minkey1   Sorry, I thought you meant a permanent ethernet cable! 

[JimM11]

@Bewdley13 Thanks for confirming that you have seen the speed that you mention, would also be good if you put wireless/wired so that all know which it is, now it's down to hardware that you have and as yet i do not think you have said which EE Equipment you have so below linked to what they do. Have linked them all take a look when you get time!

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

https://ee.co.uk/help/broadband/getting-started/setting-up-smart-wifi

https://ee.co.uk/help/broadband/fix-problem/fix-problems-with-smart-wifi