---
title: "EE slow internet in United Kingdom: tests, evidence and complaints · Kilobat Guides"
url: "https://kilobat.app/guides/ee-smart-hub-slow-internet-complaint"
description: "EE internet slow or dropping out in United Kingdom? Check equipment, compare tests, keep evidence and follow the complaint route."
---

# 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](https://ee.co.uk/help/broadband/fix-problem) 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](https://kilobat.app/guides/uk-broadband-minimum-speed-complaint).

On Connectivity hell, EE has 82 public Wi-Fi complaints in 30 days. See [EE on Connectivity hell](https://kilobat.app/connectivity-hell/isp/ee).

## 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](https://kilobat.app/internet-complaint) 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

- [EE Help: service status checker](https://ee.co.uk/help/service-status)
- [EE Help: fix a broadband problem](https://ee.co.uk/help/broadband/fix-problem)
- [EE Help: Smart Hub 6 Plus lights](https://ee.co.uk/help/broadband/fix-problem/what-the-lights-on-your-ee-smart-hub-mean/ee-smart-hub-6-plus-lights)
- [EE Help: manage your EE hub](https://ee.co.uk/help/broadband/manage-use/manage-your-ee-hub)
- [EE Help: broadband Health Check and the EE app speed test](https://ee.co.uk/help/broadband/manage-use/about-health-check)

Checked on 5 November 2026.

## Related guides

- [UK broadband below minimum speed: complaints and leaving your contract](https://kilobat.app/guides/uk-broadband-minimum-speed-complaint): Your minimum guaranteed speed matters more than the headline average.
- [Internet slower than advertised? Test it before you complain](https://kilobat.app/guides/internet-slower-than-advertised): A low speed test is a starting point.
- [Wi-Fi slow but Ethernet fast? Find the wireless bottleneck](https://kilobat.app/guides/wifi-slow-ethernet-fast): If the same device is consistently faster on Ethernet, investigate the wireless path first.
- [Slow internet complaint letter: a template with the evidence to attach](https://kilobat.app/guides/broadband-complaint-letter): A useful complaint says what happened, how you tested it and what you want the provider to do next.