topic Re: loss of broadband internet this morning in Archived Posts

loss of broadband internet this morning

rogera1 — Tue, 11 May 2021 14:20:09 GMT

I had normal indications on the Brightbox Router (all lamps green) but no internet access. Restarted the Router and laptop and gradually things returned to normal.

I am having regular drop outs every afternoon, on and off for the last 2 years at least. Have had engineers out to investigate etc and they cannot fix the problem. In this case the Router is indicating flashing red or reds and goes on and off. Completely unusable during these periods. Any comments?

Re: loss of broadband internet this morning

XRaySpeX — Tue, 11 May 2021 14:28:23 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.

Re: loss of broadband internet this morning

rogera1 — Wed, 12 May 2021 08:08:16 GMT

I'm surprised you're giving this reply as I have had this problem for well over 2 years and have had numerous engineers out to investigate and you have full records of all my previous reports. I am getting at best a 50% service and constant irritation and annoyance. My service should be properly investigated.

Re: loss of broadband internet this morning

James_B — Wed, 12 May 2021 08:41:41 GMT

Hi @rogera1,

@XRaySpeX isn't an EE employee, but is a member of our Community Stars Team. He can't access your account to see your records, but he has a wealth of expertise in helping broadband users with speed and connection issues.

If you'd prefer to discuss this with EE, please get in touch with our Broadband Care Team.

James

Re: loss of broadband internet this morning

rogera1 — Wed, 12 May 2021 09:01:33 GMT

Hi James,

Thanks for your reply. I can't really see the point of calling for assistance because it is never fixed. The engineers come and look at the landline junction box on my wall, open it up, do some tests, say it looks fine, go down to the local exchange, check the connections, say they have reconnected it and it will settle down in a few days. It never does!

The last comment I got was that there could be some local interference and we should investigate this but nothing has been done.

Thanks.

Re: loss of broadband internet this morning

rogera1 — Wed, 12 May 2021 09:49:34 GMT

This has been marked as SOLVED! This issue has not been solved.

Re: loss of broadband internet this morning

Mustrum — Wed, 12 May 2021 10:10:47 GMT

@rogera1 perhaps the solution button has been clicked by mistake?

However without further information from you, either answering the questions asked by @XRaySpeX or by you calling CS I am unsure how you expect people to help you

Re: loss of broadband internet this morning

rogera1 — Wed, 12 May 2021 10:52:17 GMT

Hello Mustrum,

Thanks yours.

Yes, as I say, this has been going on for over 2 years and I have spent hours on the phone and dealing with engineers. Each time is a repeat of the previous questions and everything is repeated with no result. As the problem is of a temporary nature i.e. it comes and goes, I have adjusted to living with it and only when it is particularly bad (as the last few days) I feel like putting something to the record. Eventually, when I can't take it any more, I will call them again.

Thanks.

Re: loss of broadband internet this morning

XRaySpeX — Wed, 12 May 2021 11:19:42 GMT

You came here for help on your issue independent of your previous dealings with EE & OR. We have no knowledge of those & the info you provided them. W/out knowing the characteristics of your line from the info I requested I am not able to advise you further in any way beyond going back to CS.

Re: loss of broadband internet this morning

rogera1 — Fri, 14 May 2021 09:50:14 GMT

FYI I have now been in touch with EE directly and they are again running tests and will advise me in due course of the results and if necessary make an appointment for the engineer(s) to visit again.

Re: loss of broadband internet this morning

Leanne_T — Fri, 14 May 2021 09:52:10 GMT

Thanks for coming back and letting us know @rogera1

Keep us updated with how you get on, if you can 🙂

Thanks.

Leanne.

Re: loss of broadband internet this morning

rogera1 — Fri, 14 May 2021 10:21:18 GMT

Thanks Leanne, I will do.

Re: loss of broadband internet this morning

Leanne_T — Fri, 14 May 2021 10:23:13 GMT

Thanks @rogera1

Have a lovely weekend.

Leanne.

Re: loss of broadband internet this morning

rogera1 — Fri, 14 May 2021 10:24:59 GMT

Same to you.

Re: loss of broadband internet this morning

rogera1 — Thu, 20 May 2021 07:32:09 GMT

Good morning Leanne,

Here is my update.

The engineer arrived mid-afternoon 18th May. My broadband had been on/off since 1350 hrs. He tested the line and detected the problem indicating very slow speed and noisy line. He connected with the hub/centre at Plymouth (?) and after prolonged security procedures ordered the cap to be removed from my line which he said had been implemented resulting in the very slow speed (4Mbps). The re-sets were authorized and the line speed increased to 15Mbps (according to his equipment). He also removed my old BT red phone handset which was connected to the main input socket and replaced it with the more modern handset from my bedroom extension - also telling me not to use the old BT extension cable which fed the bedroom from downstairs input socket (he said the extension added noise to the line). He also confirmed that our property is connected with old copper system and there is no option for an upgrade or replacement with fibre. Everything was working fine on his departure. I carried out a speed test with BT and received 12.37 Mbps and 0,75 Mbps.

Everything was fine for the evening. Next day was good in the morning. Unfortunately, at 1500 hours I lost broadband connection with flashing red lamps leading to both lamps red on router and this continued on/off until approx 1630 hours. I tested the line speed with BT giving 4.65 Mbps and 0.37 Mbps i.e. now back to the same problem.

Will see how it goes today. Currently fine but the problem doesn't usually happen until about 1400 hours.

Kind regards,

Roger

Re: loss of broadband internet this morning

Leanne_T — Thu, 20 May 2021 09:38:08 GMT

Hi @rogera1

Thanks for coming back to me.

If this happens again, please give us a call on 0800 079 8586, they will get this looked into for you.

Let me know how it goes 🙂

Leanne.

Re: loss of broadband internet this morning

mikeliuk — Thu, 20 May 2021 10:15:05 GMT

Hi @rogera1 ,

I would recommend requesting EE provides you with mobile broadband without cost during the temporary period while you await the issue to be resolved, as you are likely to need to work from home and maintain a stable connection in meetings which impact your ability to do your job.

Failing this, it may be worthwhile to investigate the most appropriate provider towers on https://www.cellmapper.net/ and determine which provider has the most stable PAYG data connection in your home. Once you have looked up the cost of providing your own stable mobile broadband, you may ask EE for a reduction in the on-going cost of your home broadband so that you can take out a stable mobile broadband solution which will enable you to work from home and give reliable access to the internet while you await the issue to be fixed.

One-off compensation payments are less likely to fully compensate you for the additional costs you will incur to ensure you can work from home. 🤓