broadband connection is off and on but the landline is okay

[macca20211]

unusually, the broadband connection is on and off, flashing amber and then eventually red.  I phoned EE who did tests and said it kept "dropping off" and said  an engineer was needed.   The landline is okay so why would  I need an engineer?  What would the engineer  do exactly?

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

An eng. might be able to trace a fault back the BB cab. or even the exchange. You say the the landline is OK but you sure there's absolutely no background noise between the convo.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
• For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

[macca20211]

thanks  for reply.  On Sunday during the day it managed to connect for one minute.  It is now after midnight so I thought I would try and connect and see what happens.  It has now been connected for 15 minutes, so it seems something is going on during the daytime with EE broadband.  

I will see what happens tomorrow, Monday, during the day, and if there is still a problem I'll follow your instructions above.

What do you mean by 'noise between the convo'  - If you mean any noise on the landline, there's always a slight crackle, but as I've said above, it has now been connected for 15 mins almost 20 now, so something is going on during daytime.  

[XRaySpeX]

What's going on with my EE BB is that it works all day & night. So the issue lies with your specific line.

Crackle is not good! Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

[macca20211]

Thank you for the further info.  Connected at the moment for over 40 mins with no cutting out,  but for now thanks for the detailed reply