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I am on an EE Home Broadband package that should provide me 17mbps and I have been getting those speeds using the standard EE Brightbox router they provide.
As of yesterday, my speed has suddenly dropped to 0.2mbps with a 30ms ping (speedtest.net). I have also done several other tests and only achieve that result.
Called EE and spoke to their horrible customer service for 50 minutes to only find out that they could not 'complete' a line test.
Tried all the usual solutions but to no avail.
Internet is working, but slowly, does this mean that this is an ISP problem?
Please help!
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Have you tried rebooting the Brightbox and what connection speeds are reported in the routers web interface?
Does the telephone line still work and sound as clear as normal for voice calls?
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Thanks for replying so quick!
Yes tried rebooting several times:
Downstream Rate: 283kbps
Upstream Rate: 835kbps
The telephone line is clear, doesn't sound like there is any noise/interference
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What are the attenuation and noise margin values.
It may be that EE has applied its mysterious banding of the connection for reasons online. Happens more with EE than any other BT Wholesale ISP
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Defect/Failure Indication
Operation Data Upstream Downstream
Noise Margin 5.6 dB 24.9 dB
Line Attenuation 10.1 dB 17.5 dB
If they are banding my connection, how do I get them to stop it?
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Friend of mine just switched and suffering same speed, but got to wait the ten days to sort. Also suffered half hour wait to connect to the total incompetence and ignorance of the overseas call centre. Has been a nightmare so far.
http://www.speedtest.net/my-result/3353188041
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Push then to get BT to lift the banding. Email will get a reply from UK call centre and more common sense.
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It must be the banding. 283kbps seems to be a magic number.
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Noise Margin 5.6 dB 24.9 dB
Line Attenuation 10.1 dB 17.5 dB You should be getting about 21 Meg on a 6 dB NM, but they holding you on the lowest banding with that 24 dB NM.
They need to remove the banding.
1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
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99.99% sure it is
Time to email, tweet and be a polite nuisance
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Ten day wait is their call centre script no reason a reset of dlm/banding cannot be done
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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The answer was 10 days from both UK and overseas call centre, with BT blamed as not moving before then.
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SOLVED:
- Called EE and told them straight that it was a problem with banding. Insisted that i was transferred to the relevant department ("fault management department"). Insist that they reset your line and after much pestering i finally got transferred to level 2 and they removed the banding and the problem was solved
The amount of trouble and hassle to get a simple thing like this is ridiculous.
TIP for anyone experiencing the same problem - be pushy, don't let the customer service scripts bully you, don't even let them call you back. Use key words like "banding " "fault management department" "escalate my matter" and hopefully you can get it done 
Thanks for the support!
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Well done! The amount of trouble and hassle to get a simple thing like this is ridiculous. That's the trouble with EE. Are they so stupid to hope that a user won't notice a sync speed drop from multi-Megs to a few hundred K and not phone up to complain?
1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
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Glad you got it fixed. A lot of users on this forum have experienced the same problems, including me. That's why I can't wait to leave. Any ISP is fine when everything is running smoothly it's when you run into problems that you find out how good or bad they are. Even worse when EE cause the problems, refuse to accept it and fob you off with the BS 10 day wait.
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We will send them a collective bill for all our time I think
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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They seem a total nightmare, certainly worse than the worst I have come across. My recently switched friend is not only banded, but has also hit billing problems within three days of activation. Billed full BB & LL monthly amount, despite router not delivered at activation and the phone not being switched for another two weeks. It does not end there, as there is no promised reduction for the initial three months. Signed up over the phone with no proof of what was said - Total nightmare outfit.
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Never had a billing issue with Orange. They are always spot on and when they promise a refund/free month in compensation for a technical issue they always kept their promise.
No, it's only spoken unintelligible Support that let them down. But usually you do not need to resort to this. A written letter always does the trick for me.
1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
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Yes, an email has sorted a credit for next month to correct the billing issues. Don't think much of the and the way it drops Wi-Fi requiring manual device reconnection.
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