EE slow internet in United Kingdom: tests, evidence and complaints

If your EE connection is slow or unreliable, start with these equipment checks. Then document a repeatable result and ask for a specific investigation.

Applies to: EE Smart Hub, Smart Hub 6 Plus and Smart Hub 7 Plus, Pro and Max, with the EE app (menus as of November 2026). A BT-branded hub uses different steps.Checked: 5 November 2026

When this helps

  • You use EE in United Kingdom.
  • Your connection is slower than expected, drops out or performs badly at certain times.

Check your EE Smart Hub

These checks apply to the EE Smart Hub. Check the model on the hub before you follow a light guide.

  1. Sign in on EE’s service status page and let it test the broadband line.

  2. In the EE app, open Manage, then Broadband, then Test speed.

  3. On a Smart Hub 6 Plus, a solid aqua light means the hub is online.

  4. An orange light means it is not connected. Flashing orange means it is still connecting.

Separate the service from your home Wi-Fi

EE Smart Hub menus are not the BT Smart Hub menus. Do not follow the BT Hub Manager steps.

Do not factory-reset the equipment as a first step. A reset can erase service settings and interrupt phone service.

  1. Compare a wired connection to the router with Wi-Fi on the same device.

  2. Repeat the same test server during the slowdown and at a quieter time.

  3. Record download, upload, latency and whether another household device was using the connection.

How to complain to EE

Use EE’s official support to report the fault. Request a formal complaint reference if it remains unresolved.

Include the plan wording, dates, test conditions, previous references and the specific outcome you want. Ask for a written response.

For the local escalation route and conditions, follow the United Kingdom complaint guide.

On Connectivity hell, EE has 82 public Wi-Fi complaints in 30 days. See EE on Connectivity hell.

Collect the evidence with Kilobat

On a Mac, Kilobat can record connection checks and produce a support report. Review the report and add your test conditions before sharing.

The basic report export is free. Kilobat Pro’s complaint wizard helps assemble your evidence, impact and requested resolution into a draft you review and send.

Measurements cover this Mac while monitoring ran. They cannot prove whole-home uptime, establish provider fault or replace a required official measurement procedure.

Sources

Checked on 5 November 2026.