Broadband randomly disconnects

MHarrisWales — Tue, 04 May 2021 20:37:43 GMT

Hi,

For the last couple of weeks/months my fibre connection drops at random times of the day, often at the most inconvenient moment (ie when on a video call!!!). The light on the hub flashes amber/yellow for several minutes before reconnecting. I have already replaced the line filter with a new unit and the router is plugged into the master socket.

This appears to have become a relatively common fault judging by the comments in this forum. The disruption is not acceptable. Please advise the cause and solution.

Best wishes,

Mark Harris

Re: Broadband randomly disconnects

XRaySpeX — Tue, 04 May 2021 21:15:53 GMT

Welcome to EE's Home Broadband Forum.

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.

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.

topic Broadband randomly disconnects in Archived Posts

Broadband randomly disconnects

Re: Broadband randomly disconnects