Don't know what best to do for our needs!

FBaby

OK, thank you all for your support. Considering the timescale, we will report with EE when we switch over in 2 days. We did report it with Sky and they insisted it was nothing to do with them but our internal wiring (they advise us to unplug everything, and something else I can't remember). Considering what a nightmare it was just to get to speak with someone who was insistant that it was nothing to do with them despite my husband explaining the situation, I am frankly please we've made the move as clearly it would seem they should have been more helpful.

At least with EE, we get to go down the street to speak with someone face to face rather than having to interact with a sky person on-line and then wait for them to call back (and insist it has nothing to do with them...).

macman

I don't think you quite understand how line faults are dealt with. Neither Sky nor EE actually do any physical work on the lines, that is the responsibility of BT OR regardless of your line rental provider. They are the sub-contractors in effect. Until you convince your provider that there is a line fault and that you have already tested from the master/test socket, they won't escalate the fault to OR.

penrhyn

You wont get far going down the street, BT took over the management of EE's broadband network sometime ago, and as Macman points out all the physical work on the exchange and transmission equipment is done by BT Openreach.

FBaby

well we've done it, transfer that was supposed to take place at midnight was operated this morning and... probably not fibre speed, but Gosh it is quicker than what we had before! We can watch videos again, and although still a bit of static on the line, I've just had a one hour conversation with my mum and could hear her clearly. It's a relief.

Now how do I run a test with a EE router? I expect it won't be up to what it should be so will probably still have to call someone in but it can wait until the new year.

jem16

FBaby wrote: »

Now how do I run a test with a EE router? I expect it won't be up to what it should be so will probably still have to call someone in but it can wait until the new year.

Exactly the same way as before. Login to http://192.168.1.1/ with username admin and password that came on a card in your box.

FBaby

thanks Jem. Ok, much better indeed, we are now at 25.60 Mbps downstream, so massive improvement. I can't see anything though about line attenuation and noise margins with the EE status.

Out of curiosity, what would such a difference between Sky/EE or regular vs Fibre indicate in terms why it was so bad before withproblems with the lines external/internal, or just previous crap internet service?

jem16

FBaby wrote: »

thanks Jem. Ok, much better indeed, we are now at 25.60 Mbps downstream, so massive improvement. I can't see anything though about line attenuation and noise margins with the EE status.

Out of curiosity, what would such a difference between Sky/EE or regular vs Fibre indicate in terms why it was so bad before withproblems with the lines external/internal, or just previous crap internet service?

The last fibre connection I had was with Virgin and it didn't have anything to do with line attenuation etc so I'll assume it's an ADSL thing.

You will now be getting fibre to the cabinet and then normal copper wiring to your house. Previously the fault may have lain with the wiring from the exchange although I'm only guessing.

It might be worth asking EE what you would normally have expected to get, telling them what you do have and taking it from there.

Perhaps penryhn and macman can add more.

FBaby

I thought I would update in case anyone finds themselves in a similar situation. Even though we experience a real improvement to start with, it gradually got worse, static on line was horrendous and broadband back to being slow and unpredictable.

I finally brave it and called EE. They were brilliant. Called me back on my mobile as couldn't hear a thing on the main line. I explained the situation and that I had checked the master socket. The guy didn't insist that the problem must be with us, he said that he definitely agreed an engineer needed to be called but warned me that if the problem did turn out to be with our wiring rather than BT, I would need to pay £60. I said I accepted this and was fine. I think he was so surprised, he put me on hold to speak with his boss and came back to say that his boss had agreed that if it was a problem with our wiring, they would pay £30 towards the fee. He then said that an engineer could come on Monday (it was Saturday), between 9am and 1pm, but that he would call me 1/2 before coming.

In the end, the engineer called at 8:30, was there 15 minutes later, and in 30 minutes, he had fixed the problem with a rotten piece within the box where the line comes into the house. All fixed, no fee, and since then, we have had a perfect line AND a fibre broadband that is indeed what it should be FAST!

I was already very pleased with the service I had received from EE with my mobile, but have to say that I have been very impressed with their customer service over Broadband. Just wished I'd contacted them sooner!