EE Fibre Broadband

mapleleaf1010

I had EE fibre broadband installed a few weeks ago, but I'm extremely unhappy about it.

After having 'basic' broadband (ie not fibre) with another provider for some years, I decided to upgrade to fibre and switched to EE.

The problem is: Every time I try to access the internet with EE, it's so incredibly slow that it doesn't feel as if it's fibre at all. It's even slower than my previous basic internet connection! I've tried different times of the day and different days of the week, but it's always very slow.

I called EE and they advised me to check my speed on https://www.speedtest.btwholesale.com, which I did while on the phone with him. It stated that my speed was about 37Mbps. My laptop was directly connected to the modem/router via an ethernet connection (ie not wireless).

I explained to the guy that, although I received this test result, my connection is always extremely slow. He was extremely rude, patronising, didn't let me finish my sentences and extremely unhelpful. He then hung up on me!

Has anyone experienced a similar problem? What can be done about it? What are my rights?

Cheers

Myser

This thread should probably be on the Internet Access board rather than here.

Have you tried browsing websites on other computers or Internet enabled devices?

Is it equally slow?

mapleleaf1010

I tried on a different laptop, but it's equally slow.

forgotmyname

Download a file and see what speed you get. Web pages wont really load much faster. Your at the mercy of the server providing it and the person that designed it.

You laptop still has to process the data and display the web page.

Try this test...
http://www.thinkbroadband.com/speedtest.html

A webpage maybe as little as 50kb. Its a split second at most BB speeds.

Myser

Try this website with nothing else downloading or running in the background and with an Ethernet connection to your router:

http://www.speedtest.net/

Stooby2

Go to the https://www.nvidia.co.uk website, pick any of the driver files to download and see what speeds you get. I use this site as their servers are lightning fast and give you a full speed download. At 37 mbs you should be seeing about 3-4mbs download speeds.

And what speeds are you supposed to be getting?

Jaynne

One thing you haven't mentioned is if you are using wired or wireless. If using wireless give wired a go.

You will have a new wireless router and it may be configured on a different channel (which you can change) that may be congested. Testing on a wired connection will tell you if that's the problem or if the connection is slow.

zaax

Jaynne wrote: »

One thing you haven't mentioned is if you are using wired or wireless. If using wireless give wired a go.

You will have a new wireless router and it may be configured on a different channel (which you can change) that may be congested. Testing on a wired connection will tell you if that's the problem or if the connection is slow.

My laptop was directly connected to the modem/router via an ethernet connection (ie not wireless).

Try a different cable?

Jaynne

zaax wrote: »

Try a different cable?

ah didn't spot that. A different cable is unlikely to help.

I would try a different speed test and see what results you came up with https://www.speedtest.net is a good place to start but try a couple of servers and compare results.

When you ran the test at http://www.speedtest.btwholesale.com/ did you also run the further diagnostics. It should tell you what your max achievable speed is.

evoke

It could be the sites you are trying to access that are the limiting factor, or even your computer.

I have a connection that is supposedly 120Mbs+ but some sites load very slowly.

Your browser (particularly IE) may be configured to 'protect you' (i.e. spy on you) by sending details of each site back to another company to check if it a dodgy site or not.

You may have a proxy connection configured in your browser.

Your DNS settings may be hard-coded in your computer to point to inefficient DNS servers (or even the ones for your previous ISP).

I wouldn't really use a speed testing site as most ISPs will make themselves look really good on speed test sites. It's real-world experience that matters.

You can also check that your ethernet connection between your laptop and the broadband router is connected at Gigabit speeds. Try another port on the router if it has more than one.

Personally, I would start with a spy-free and spam-free browser like Mozilla Firefox and see how sites load.

Can you give us an example of a couple of sites that load slowly for you?

evoke

Oh, and I forgot to mention, log a formal complaint with EE and post a complaint about them in the relevant section on Thinkbroadband. That should get things moving.