EE

E have 9 hours left of the testing period to put my download speed back to 13Mb/s



If not put back up, and they say that's the max I can handle, shall I take it to a small claims court and ask them why they've done it when I have evidence of 13Mb/s? (The contract itself is a 17Mb/s contract)
http://www.speedtest.net/result/3667657762.png

Update: I called them, they said our line could only handle up to 4Mb/s, WHEN I HAVE PROOF OF IT REACHING 12.55, RIGHT HERE:
http://www.speedtest.net/result/3640406527.png

They said my proof is useless and said I didn't know what I was talking about as it's up to 17 not at 17.
I told them to stop calling me an idiot and stop lying, and they put the phone down


The times it's gone off:
20/07/2014:

20:33 -4 Minutes


21:03 -4 minutes
21:43 -1 minute
21:45 -1 minute
22:45 -4 minutes

21/07/2014

12:54 -3 minutes
14:09 -2 minutes
16:16 -2 minutes
18:54 -2 minutes
19:24 -2 minutes
19:56 -2 minutes
19:58 -2 minutes
22:30 -2 minutes

22/07/2014
16:18 -
16:48 -2minutes
17:20 -
19:20 -
20:13
21:19 -1minutes
21:50
21:51
22:01
22:31
23:03

23/07/2014
20:03
20:13
20:44
21:14
22:02
22:32
23:03

24/07/2014
12:36 - 1 minute
13:07
13:37
18:03 - 1 minute
18:34
19:04
19:34
20:38
21:38
21:32 - 2 minutes

25/07/2014
14:02
14:15
14:16
16:06
16:36 - 2 minutes
17:08
17:55
18:27

27/07/2014
14:35
15:05
15:35
15:43
16:26
16:56
17:29
19:50
19:58
29/07/2014
19:07
23:22
2:20

30/07/2014
15:31
16:33
16:47
17:49
19:45
20:45
21:12
21:42
23:02
23:33
00:05
03:21
03:51

31/07/2014
15:33
16:03
16:33

01/08/2014
17:09 - 1 minute
17:40
18:57
19:27

02/08/2014
19:46
20:16- 2 mins
20:48
20:58 - 1 min
21:29

03/08/2014
00:28
00:58
20:12 - 2 minutes
20:44
23:17
00:18
02:29

Line stats?

Isp's always quote UPTO.
One speed test does not mean anything. If you had a few from various sites and some direct download speeds, say for a large file. Then you might have a case.

In the end what are you looking for ?
Escape from the contract?
Or something else?

In reply to a post by JohnR:

Line stats?

Isp's always quote UPTO.
One speed test does not mean anything. If you had a few from various sites and some direct download speeds, say for a large file. Then you might have a case.

In the end what are you looking for ?
Escape from the contract?
Or something else?

http://puu.sh/aEspJ/06442622d2.png
There's my line stats.
Yeah, one test.
http://www.speedtest.net/result/3650941702.png
http://www.speedtest.net/result/3640406527.png

UPTO, They quoted up to 17Mb/s
They should have logs showing I downloaded a 10GB game at 1.6MB/s (12.55Mbps)
I just didn't screenshot it.

I can't leave the contract, we paid £130 up front line rental, and we're not in the cool down period. I want them to put our speeds back up to what they were

Edited by deleted (Mon 04-Aug-14 18:01:18)

That is really stupid
Downstream noise margin 22.3dB
No wonder the speeds are awful
If that was a regular BT line I would have said that your line is banded http://www.plus.net/support/broadband/speed_guide/br... but if it is LLU I don't know
However with that number of disconnections I wouldn't have been surprised that it is banded
Basically you need to report a dropping connection fault not a speed fault but I have no idea how the EE support system works

Edited by deleted (Mon 04-Aug-14 18:29:36)

EE broadband is BT Wholesale White label, as Vodafone was and the Post Office was before it changed provider. (To talkTalk I think).

You need to use the BT Wholesale Performance Test and do the test with your computer wired to your router. It's the only one they take any notice of.

As for your stats, for them to claim that connection speed is correct is utter rubbish. you need to get to a higher tier of support and give them those figures - noise margin, attenuation and connection speed, not just the connection speed.

When was the last time you rebooted the router? What have you got connected to phone sockets, and is there anything that doesn't go through a filter?

If you have a Sky box, what happens to the noise margin when the Sky box is on?

In reply to a post by Avazene:

The contract itself is a 17Mb/s contract

You are kidding yourself! There is no such thing as a fixed 17 Meg commitment (I could understand a 2 Meg contract but not that high). ISPs only estimate speeds up to some max.

However your line is capable of the full 24 Meg providing it is stable which from the discons you are reporting it is not.

It looks like you are being banded by EE, see: Banded Profiles (in the 6th band), possibly due to this instability. I've seen a lot of this banding about lately with EE and by perseverance it has been removed.

I don't think you will fare well in the Court unless you can show that your internal wiring is faultless. Have you tried running and getting your router stats from the hidden test socket within your master socket. (Could you please just copy your stats into your post; it is far easier for us to see?)

Why are you not using the EE/Orange Brightbox? It gives so much more info about errors, from which it seems you are suffering.

It is a regular bt wholesale line

1. Restart modem if starts are the same then line is banded
2. If line speeds up then probably noise from storms slowed you done and support should have got you to try a restart

EE seem to suffer banding more than any other bt wholesale isp , part of their unique agreement it seems

Not sure how things are now Bob, but White label was only ever an 8Mb service at one time, or at least it was a couple of years ago when I was with the PO.

That was PO then; this is EE now!

What does it matter how it is labelled? EE is still just another BTw-based ISP.