EE Broadband problem

Mr_Toad

I'm hoping there's an EE rep on this forum.

My girlfriend is having persistent problems with her broadband. Her line is capable of 9meg but over recent months the speed repeatedly drops to 0.25meg.

Calls to EE are painful, we have to go through the script, unplug everything test etc.

Yes you have a problem.......endless wait for team 2 who access the router and reset the profile.

Speed back up and they close the case but of course they never seem to get the BT engineers involved to find the root of the problem as to why the router is constantly lowering the speed.

This isn't going to go away, something needs to be done to get to the route of the problem other than re-profiling the router and closing the case for another week.

There's no internal wiring connected, no phone, only the router and that is connected to the test socket behind the plate on the master socket. It's been that way for weeks now and you can see the speed drop over time.

coolcamper55

I too am having issues with ee.
The problem is IMHO due to the traffic management (TM) policy applied by ee.
In the morning my line speed sits at 17Mb but at 1330 Hrs, the ee TM kicks in and reduces it to 8Mb. The net result is that my test speeds go down to sub 8 Mb and therefore breach the contract of 8 - 13Mb.
I have spoken with ee level 2, 8 times, registered 2 complaints, had Open reach at the house. Line was tested, No faults found.
ee blame BT so anther Open reach visit scheduled but have to wait 5 days for an appointment.
If you test the router by logging on before 1330 see what the speed is set to. Then check again after 1330 see if it changes.
I get slow speeds sometimes sub 1 Mb and I can walk to the exchange in 5 minutes.
If a complaint is not resolved by 8 weeks it then goes to OFCOM or an ADC. Just be careful they close down complaints without telling you to avoid OFCOM scrutiny
I am considering using Resolver to nail them

Mr_Toad

coolcamper55 wrote: »

I too am having issues with ee.
The problem is IMHO due to the traffic management (TM) policy applied by ee.
In the morning my line speed sits at 17Mb but at 1330 Hrs, the ee TM kicks in and reduces it to 8Mb. The net result is that my test speeds go down to sub 8 Mb and therefore breach the contract of 8 - 13Mb.
I have spoken with ee level 2, 8 times, registered 2 complaints, had Open reach at the house. Line was tested, No faults found.
ee blame BT so anther Open reach visit scheduled but have to wait 5 days for an appointment.
If you test the router by logging on before 1330 see what the speed is set to. Then check again after 1330 see if it changes.
I get slow speeds sometimes sub 1 Mb and I can walk to the exchange in 5 minutes.
If a complaint is not resolved by 8 weeks it then goes to OFCOM or an ADC. Just be careful they close down complaints without telling you to avoid OFCOM scrutiny
I am considering using Resolver to nail them

Yes they are constantly closing the tickets.

However, after continued issues they finally sent an OR engineer round earlier this week.

He says he discovered some old and faulty internal wiring that was wired into the back of the master socket. This has been removed and so far performance is remaining steady so we're hopeful that it is finally fixed.

JJ_Egan

Presume they are going to bill you for the internal problem ??

Mr_Toad

JJ_Egan wrote: »

Presume they are going to bill you for the internal problem ??

No it seems not.

The wiring wasn't visible until the socket was removed and the current internal wiring, been there years, was connected properly and therefore disconnected once the face plate was removed from the master socket.

OR said in might be whoever installed the master socket did it, the wiring was extremely old. All he did was cut the old wiring and install a new master socket.