Moved form TalkTalk to EE - everything is worse!

I have recently moved from TalkTalk to EE, and it has been a bit of a disaster.

Firstly their online signup system glitched and did not include my email address and telephone number so I received no confirmations, then when the switch happened, they lost our telephone number, tried to point the blame firstly at me, then at TalkTalk before realising that they had messed up.

I switched only when EE told me that I would get the same speeds and connection as I was getting on TalkTalk, but frankly that just is not the case.

With TalkTalk I regulaly got from 4.5 - 6M download and .76M upload with latency of between 15ms and 28ms - also with no apparent throttling at any time.

With EE I achieve from 2- 4.3M down and only ever .38M up (it appears to be capped though they deny that this is the case). Latency is around 60 - 90 ms and p2p is massively throttled.

The router needs to be rebooted regularly as the connection seems to hang up and gaming is very difficult.

Their customer support is atrocious, even worse than TalkTalk and they have dismissed my speed issues stating that they are good.

Does anybody know why the service could be so much worse, or at least how to improve the latency?

We were connected over 3 weeks ago so the line training should have been finished by now.

Cheers
Mike

Post your router stats. Which exchange?

In reply to a post by mikepaterson:

Does anybody know why the service could be so much worse, or at least how to improve the latency?

You've gone from an ADSL2+ (up to 24 meg) service to a bog standard ADSL max (up to 8 meg ) service as indicated by your upstream speed of 0.38meg on EE. Why on earth did you move to an inferior service?

Thanks baby_frogmella. That would explain things!

As to why I switched to an inferior service, that would be because EE lied to me when they told me that i would be able to receive exactly the same speed as I was currently receiving with TalkTalk.

Looks like I am going to have to fight this out with them!

Hi XRaySpex,

The exchange is EANBF

The only stats I can find are:

Broadband Type: ADSL
Broadband State: Connected
Internet State: Connected
Time Connected: 05:39:31
Downstream Rate: 5504kbps
Upstream Rate: 448kbps
Cheers
Mike

In reply to a post by mikepaterson:

Thanks baby_frogmella. That would explain things!

As to why I switched to an inferior service, that would be because EE lied to me when they told me that i would be able to receive exactly the same speed as I was currently receiving with TalkTalk.

Looks like I am going to have to fight this out with them!

Never ever treat isp speed estimates as gospel...they'll say anything to get your custom. Even BT sales staff have a habit of telling porkies....they say i can get 15 meg speeds on my non-21CN exchange LOL

Best thing to do is to write to EE UK customer services (forget phone support, you need someone higher up) and politely explain to them that you were mis-sold the service and ask them to let you leave penalty-free.

EDIT: Looking at your exchange you may be able to get fibre (FTTC) might be worth asking EE if they could transfer you to their fibre service if its available at your address.

Edited by deleted (Tue 31-Dec-13 18:37:41)

No, not that page; not detailed enuf!

The full stats from Advanced Settings / System / ADSL Status please?

Post deleted by XRaySpeX

Thank You,

Status
Configured Current
Line Status --- SHOWTIME
Link Type --- Interleaved Path
Operation Mode Automatic G992.1(G.DMT)
Data Rate Information
Stream Type Actual Data Rate
Upstream 448 (Kbps.)
Downstream 5504 (Kbps.)
Defect/Failure Indication
Operation Data Upstream Downstream
Noise Margin 24.0 dB 6.9 dB
Line Attenuation 27.5 dB 45.5 dB
Indicator Name Near End Indicator Far End Indicator
Output Power 12.1 dBm 19.6 dBm
Fast Path FEC Correction NA NA
Interleaved Path FEC Correction 152902 2
Fast Path CRC Error NA NA
Interleaved Path CRC Error 244 2
Loss of Signal Defect 0 0
Fast Path HEC Error STR NA NA
Interleaved Path HEC Error 1246 1
Error Seconds 112 0
Statistics
Received Cells 5273944
Transmitted Cells 12194976

Thanks again.

Unfortunately FTTC is not planned for the cabinet I am attached to.

I made sure to specifically state the speeds that I was getting and was repeatedly assured that I would achieve the same speeds.

Their support do not even understand the terms ADSL MAX and ADSL 2+ though they have told me that they will make some changes to my connection.

Cheers
Mike