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Evening all,
We have just moved house, and decided to go with EE broadband due to it being our mobile contract provider. The internet is good, and we have no problems but out of interest I ran some tests -
Which Broadband Checker -
56ms Response Time
19.7 Mbs Up
18.4 Mbs Down
Broadbandspeedchecker.co.uk -
80ms Response Time
18.31 Mbs Up
16.61 Mbs Down
I've tried loads of others and they all get around the same results.
However, in my paperwork for the broadband I have the following -
Estimated download speeds - 52.8 - 80 MBs
[b]Minimum Guaranteed speed - 32.4 MBs[/b]
Estimated upload speeds - 16.6 - 20 MBs
Its the guaranteed speed part thats making me think, surely I have the right to complain about this?
I know its a tiny problem. But EE take the best part of £120 a month from me, so I think I deserve the right to ask!
Thanks all,
Josh
I just signed up with BT Infinity. Same deal, guaranteed speed. They do state it can take 10 days for the line to 'settle'. How long you had it installed?
If over 10 days, they'll have to sort it. If they can't you can leave or something.
When I say just moved in, its been 2 months now..
With the internet installed for just over a month, so it sounds like I should get on the phone!
Yup. Don't feel it's a small issue. You're paying for guaranteed service and not getting it.
One quick thing. Are you doing a speed test with a PC/Laptop connected to the router via ethernet cable? As you should do that just to rule out it being a local wifi issue.
Jamie -
I've done it pretty much every way I can think of.
Ethernet directly into the router, all other devices (Phones, TV, PS4, Ipads) switched off and disconnected.
I can get it to go up to around 22MBs, but that's only happened the once and I've never been able to replicate it.
If that's minimum guaranteed then that's what they have contracted to deliver. Complain, or rather raise it as a fault as that's what it will be. Assuming it's via a BT line under the hood, then they'll need to raise a ticket with BT Openreach. But will need to do tests first to eliminate various things in the house, as there's a possibility some wiring in the home, extensions etc can affect the signal.
Simple test to do is make sure the router is plugged into the master socket and nothing else is, and try again from there. They also like you to unscrew the faceplate and plug direct into the test socket.
I'm with PlusNet and they have excellent support via their forums. I pop in there and mention an issue I'm having and a tech guy will usually get it sorted out pretty quick.
EE are a bit known to be rubbish in the support area though and difficult to contact someone who knows what the problem will likely be, instead of reading off a help sheet.
is that via master socket or over wifi?
deadkenny - My thoughts exactly, i'll give them a call tomorrow and see what response I get. We have had troubles with the mobiles in the past, and they have always been sorted out super quickly so fingers crossed the Broadband team will be similar!
bruneep - Master socket, and tested with wifi and Ethernet connection.
Master socket, and tested with wifi and Ethernet connection.
THEN LET LOOSE THE DOGS OF WAR!
.....or just do what deadkenny says 😀
Master socket with nothing else connected into any extension line ?
cranberry -
Yep we don't have any landline phones, so its purely Master Socket to Router with nothing else anywhere near.
We're with Virgin. Wifi was getting slow, but internet connection was fast when connected to the router by Ethernet. I called them up, so they ran a few tests and decided to send me their latest router. Wifi is much better with that.
Wifi has its own issues as can be slower then line speed due to the router and/or the devices you are connecting to it, and what bands they end up using, signal quality and interference from other wireless equipment, neighbours on the same channel, etc.
But Ethernet speed should be what they say they guarantee.
We had a problem with Virgin when they upgraded our router. I phoned them up and they found the network was miss-configured and fixed it whilst I was on the phone 2Mb/s -> 25Mb/s. Think we're now 50 Mb/s going to 100 Mb/s anytime soon.....
Does you master socket have two inputs: 1 for internet, 1 for phone?
If you are using the old style master socket with a filter then BT (not sure about EE) will come and change it free of charge if you are not getting the promised speed. It helped me gain an extra 10Mb/s.
(something to do with interference from some copper wiring in there)
I am with sky and get a minimum guarantee, have several times noticed it being slower than this but it always picks back up.
We had an issue where the connection was down and when I called Sky they could see the speeds I had been getting and that the line was down. They got BT openreach to fix it and did something and the speed has been fine since.
Worth a call.