Fed up with EE

angelcake

I have been with orange broadband for years, Since EE took over my phone line & broadband and I have had to start paying for it, its been really slow and awful! The first month it was bad they sent an engineer out who tested the line and couldn't find a problem but he did change the front of my phone socket to an updated one. It was ok for a while but went bad again.

They have done line tests and say our line can accept from 4mpbs to 7mpbs, last month it was on 0.05mpbs to 0.09mpbs for a week, I called and they went through all the line tests/change filters etc.. and were 'looking into the fault' it started working at 3.78mpbs after a while and was happy with that as at least it was quicker, now its gone down again, it keeps cutting out/dropping the connection, its really frustrating, its been like this for 3 days now with speeds of 0.57mpbs. I am sick of calling them as have to go through the whole process of getting through to the right people, then explaining to them what the problem is with them barely understanding me and not actually identifying what the problem is!!

The brightbox is plugged into the main socket with no extension cable and is the only thing plugged in and have tried different micro filters ~ Its the @ light that is flashing slowly on the brightbox (it will work for a while then drop the connection for about 10 mins then come on again etcc.....)

I really don't know what to do, had nothing but trouble! I have a mobile phone contract with them too which has been problem after problem. I know we all have stresses in life but this is really getting me down as have enough to deal with, I am now going to have to call them again and go through this whole process again just for them to take me through the same frustrating stuff!!

Please help ~ would it be the brightbox?! If its not this what could it be its not just certain times when it goes down for a few days its all day/night

Just done a speedtest this minute and its 0.62

signed into the box and got this:
Downstream Rate: 5056kbps
Upstream Rate: 448kbps

penrhyn

There is nothing wrong with your connection to the exchange, 5Mbps down and 448Kbps up.

Are you connecting wirelessly to the brightbox? If so reconnect using Ethernet and redo the speed test.

angelcake

I had tried all this every time I called, just tried again now and the speed is even slower

Its the broadband light that's flashing, it will stay solid for a few mins, then flash fast... slow then come on again

angelcake

Taken this minute
Downstream Rate: 384kbps
Upstream Rate: 448kbps

angelcake

Would anyone please know why it would keep dropping connection, would it be the brightbox? I have just had another call and couldn't understand a word he was saying, because I kept saying I am sorry I can't understand you he was getting frustrated anyway they are sending an engineer out again!!! (they did so a month ago and the line was fine and he changed the front plate of the socket)

slenderkitten

i had noticed a few weeks ago when orange had removed the 2nd line service in march that the internet really slowed down MASSIVLY i think its something to do with this.

heman2012

slenderkitten wrote: »

i had noticed a few weeks ago when orange had removed the 2nd line service in march that the internet really slowed down MASSIVLY i think its something to do with this.

What is that exactly?

ioscorpio

Since I changed from 2nd line Livebox to Brightbox, the speed has improved slightly.

jedsonack2

ioscorpio wrote: »

Since I changed from 2nd line Livebox to Brightbox, the speed has improved slightly.

Would you like to recommend this to other...

angelcake

so today BT engineer came, tested the line and nothing wrong with it, he said that he was getting over 5mpb with his own modem so thought it could be my brightbox, he said he will recommend them send me another brightbox and lift the 'profile' that they put on the account, he explained that when there is a fault on a line that at the exchange they sort of cap it and this wasn't the case but then he suggested thats what ee had done, (where there is a fault with the service thats what they do?!) I can't remember his exact words but basically he said its ee that the problem lies with... I get home today after my hubby had made 3 strong phone calls and sent an email and after a speedtest its running at 5.39mpbs?! .. so its obviously something ee had done, I still have the old brightbox... Obviously I am not technically minded and have no clue what this means so excuse my vague explanation, I came to this forum with some hope someone may know what it means.. EE had obviously limited our service right down to 0.03mpbs for no reason whatsoever?! (all bills paid up to date via dd etc.....)

I have had text messages to my mobile today saying 'we have tried to call you can you call us back on 5.1p a min number.... they had not tried to call my mob nor husbands' number but had tried my landline, despite them speaking to husband 3 times on his mob and had all our numbers!!

penrhyn

It was running at 5 Mbps previously, so I wonder whats the diff?