Think your broadband speed is slower than it should be? We can help you test your speed, check for faults and make sure your router is set up correctly.
If you’ve just joined EE or recently moved home, it takes up to ten days for the speed and stability of your broadband to settle down.
The plan you’re on will determine what broadband speed you get (in megabits per second or Mb/s). We’ll have estimated what speeds to expect when you joined.
If it’s slower than it should be, get in touch and we’ll do our best to fix it.
If you receive lower than your minimum guaranteed speed, we will try and fix the issue within 30 days. If we can’t sort out the issue, you can leave without charge. This is because we’ve signed up to the Ofcom Voluntary Codes of Practice on Broadband Speed.
Do you only get slow speeds when you’re connected using WiFi? Try connecting your device to your router using an Ethernet cable and re-check the speed. If that speeds up your broadband, then you may have a problem with your WiFi.
If you can hear a noise on the line when using the phone, get no dial tone or are having problems making and receiving calls, there could be a problem with your line.
Go to the Openreach local network status checker and simply enter your home postcode. If any issues have been reported you'll find details about the problem and when it will be fixed.
If you've got a Smart Hub you can check to see if any of your lights are indicating a fault with our Smart Hub lights guide.
If there are no faults, check your Smart Hub is set up correctly.
On other routers, first check to see if there are any lights on your router that are indicating a fault. If so, then check our guide for help with faulty connections.
If your router lights are normal and you've checked that there are no faults, then make sure your router is set up correctly using the steps below.
connect to the master socket in the house to get the fastest and most stable speeds (it’ll usually look like one of the sockets below)
if your master socket has a single socket like the one below then make sure you use a broadband filter. This box makes sure that the phone and broadband signals don’t interfere with each other
you can easily buy broadband filters if you need to - you'll need an ADSL filter for standard broadband or a VDSL for Fibre Broadband
(please note that it can take up to three days to see any difference in your broadband speed once a filter has been fitted)
check your router is plugged in properly - if you have a master socket with a single socket, your router should look like this:
if you have a dual socket, then it should look like this:
Ensure your Openreach modem is connected to your Smart Hub router using the Ethernet cable provided (e.g. red connectors).
This cable needs to be inserted into the "LAN" port on the Openreach modem and the red "WAN" port on the Smart Hub.
The grey broadband cable should then be connected from your master socket to the DSL port on the Openreach modem.
Depending on how you’re using your broadband, you might be better off switching to Fibre Broadband. Compare your usage in our table to see if you should switch plans.
| Standard Broadband (average speeds of 10Mb/s*) | Fibre Broadband (average speeds of 36Mb/s*) | Fibre Plus Broadband (average speeds of 67Mb/s*) | Fibre Max 1 Broadband (average speeds of 145Mb/s*) | Fibre Max 2 Broadband (average speeds of 300Mb/s*) | |
| Usage: | Occasional | Light | Moderate | High | Very high |
| What you use the internet for: | Best for keeping small households connected and basic usage. | Great for families so everyone can be online on multiple devices. | Perfect for HD streaming, downloading and gaming on multiple devices. | Stream more 4K movies and get more HD devices running smoothly. | For when there's high and constant usage even outside peak times. |
| Number of people using the internet: | 1 or 2 | 3 or 4 | 4 or more | 5 or more | 6 or more |
*Please note: expected speeds differ depending on the technology available where you live and the proximity of your home to an on-street cabinet.
Glad to hear it.
Glad to hear it.