EE Speed Guarantee

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Get the minimum download speed we guaranteed to your router - or money off until it's fixed.

What is the EE Speed Guarantee?

What is the EE Speed Guarantee?

If your broadband speed is below your minimum guarantee, we’ll give you £5 off your monthly bill. Or, you can leave without charge.

We’ll contact you by email to let you know you can make a claim if we think your speed is below your minimum guarantee.

What is broadband speed?

What is broadband speed?

Broadband speed is how fast data transfers over your connection. Here’s how it works: 

  1.  

    your speeds are measured in Megabits per second, or Mb/s

  2.  

    the more Mb/s per second, the faster your speed

  3.  

    it takes 8 seconds to transfer 1MB of data at a rate of 1Mb/s

  4.  

    you’ll need 8Mb/s to download a 1MB file in 1 second

What’s my minimum guaranteed speed?

What’s my minimum guaranteed speed?

Download speed is the rate at which data is transfered to your router. We’ll tell you what it is in your order confirmation when you sign up for EE broadband and you can check anytime on My EE.

  1.  

    log in to My EE

  2.  

    go to My EE Broadband > Broadband > Your Broadband speed 

What’s the difference between sync and throughput?

What’s the difference between sync and throughput?

Our broadband speed estimates are based on a throughput calculation, to give a more accurate indication of the broadband speed you can expect to receive at peak times.

  1.  

    sync is the speed at which data transfers from the exchange to your router

  2.  

    throughput is the speed at which you can download (or upload) from the internet to your connected devices

What can affect my broadband speed outside the home?

What can affect my broadband speed outside the home?

There are several things that can affect your broadband speed these include:

  1.  

    the type of cable into your home, depending on the broadband plan you've chosen your line will be either copper (or ADSL) or fibre (or ‘fibre optic’) - fibre is faster than copper so this will impact your broadband speed

  2.  

    the distance from an exchange, which could be a local telephone exchange or a street cabinet - you are automatically connected to an exchange (rather than choosing one yourself)

  3.  

    the number of people using the network at the same time as you

What impacts broadband speeds inside the home?

What impacts broadband speeds inside the home?

Things that have an impact include:

  1.  

    where you position your router

  2.  

    the type of building you live in

  3.  

    how many devices are using your service and how up to date they are

How does speed differ between broadband providers?

How does speed differ between broadband providers?

All broadband providers using Openreach lines have the same sync speeds. Openreach works out what sync speeds a line can do, then your broadband provider factors in additional calculations to get your throughput speed. So there might be small differences in throughput speeds depending on your provider’s calculations.

The legal bit

The legal bit

Thanks for your feedback

 
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