topic Re: Smart router internet dropping in Archived Posts

Smart router internet dropping

LynnMary — Wed, 30 Jun 2021 20:48:13 GMT

Had smart router fitted on Fibre Max 300. First engineer installed with new master socket. WiFi very week and dropping out. Had 3 further engineers WiFi is very weak. Dropping out now getting impossible 6 times tonight between 6:30 and 9:30pm. May get this finished tried twice, if lucky. Now referred to CAT team. But have to wait 3 days for contact. Please is anyone experiencing this nightmare too. Will try and get out of contract. Accept weak WiFi but cannot continue with internet dropping out so frequently. Using so much data.

Re: Smart router internet dropping

XRaySpeX — Wed, 30 Jun 2021 21:35:21 GMT

@LynnMary : Welcome to EE's Home Broadband Forum.

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

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: Smart router internet dropping

LynnMary — Thu, 01 Jul 2021 07:12:19 GMT

It's the Broadband going not WiFi. Goes to flashing orange orange then back to green.

I am expecting call from CAT team on Saturday. I'm not clued up on all the router stats. Just hoped a customer found a fix. If Engineers are struggling I'm probably on the point of trying to get contract cancelled and try another supplier.

Tried moving router, BT fitted and taken away additional modem, new power packs, cables, another router and whatever 4 engineers have tried.

Re: Smart router internet dropping

XRaySpeX — Thu, 01 Jul 2021 12:01:11 GMT

To get the router stats login to your EE Smart Router at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router.

No other user is able to fix a fault on your specific line, which is what this is.