topic broadband cuts out if use TV and Mobile in Archived Posts

broadband cuts out if use TV and Mobile

J8ird — Sat, 03 Jul 2021 12:15:20 GMT

if i have my tv on watching say netflix... then turn on internet on mobile , then the tv connection stops and i get "no internet" msg...then if i turn mobile internet off, tv returns.

same with the PC... I can only use one at a time if want connection.

So TV or PC or mobile for internet. router has all green lights. have done a TV/mob/router restet and still not working. Start a month ago.

So Im paying for BB that only now works 1 device at a time? what am I missing? TIA!

Re: broadband cuts out if use TV and Mobile

mikeliuk — Sat, 03 Jul 2021 12:29:39 GMT

Check the IP address of both devices and whether one device is set to static.

Also check the internal LAN IP address of the router to see if it clashes with either of the above. Private LAN IP addresses are not personally identifying so should be ok to post here or obfuscate a little the early part of the IP.

Do you have a third device to check whether two devices can be connected at once when both are configured as DHCP clients?

Re: broadband cuts out if use TV and Mobile

J8ird — Sat, 03 Jul 2021 14:08:00 GMT

sadly that coul be in japanese for all of my understanding... is there a laymans version?!

Re: broadband cuts out if use TV and Mobile

mikeliuk — Sat, 03 Jul 2021 14:23:45 GMT

An IP address is like an internal telephone number so that your devices can communicate.

If one device boots another off, it sounds like a clash where two devices are attempting to use the same IP.

By default, devices use DHCP so they receive an IP automatically. If this is the case, typically no clash can be possible. This suggests one device may be set with a static IP.

You may need to do a little reading online to have a better chance of debugging and fixing the issues you observe. You can also call the service provider who will have professional engineers able to talk you through step by step. Good luck!

Another play is to consult with a knowledgeable friend. Without a basic knowledge of IP addresses, there is really no way forward in the digital age, and the era of the internet and the world wide web.

It's possible it may not be an IP clash given that three devices are involved, but it's still the first thing to check. Android phones: Settings -> About phone. PC right click WiFi symbol and properties. TV: network settings and "status" or similar.

Another play is to try a wired Ethernet connection from PC and possibly TV to router to see if you can get two devices working at the same time.

Re: broadband cuts out if use TV and Mobile

J8ird — Sat, 03 Jul 2021 14:49:42 GMT

thank you... so Laptop, TV and mobile all have diff IPs...all are set to DHCP

Is that good?!

Re: broadband cuts out if use TV and Mobile

mikeliuk — Sat, 03 Jul 2021 15:17:03 GMT

Yep, all three devices with different IP and all set to DHCP is good and normal.

At this point we have no theory to explain the symptoms.

You should try to access your router in a browser to see if any problems can be spotted there. On a PC on the command line you can run "ipconfig" to see what your gateway is. That gateway IP will be your router and you can type that into a browser such as Chrome or Firefox. You may need to look up your device on the EE website but credentials should be something like admin/admin.

For the avoidance of doubt, typically consumer devices will use IP addresses such as 192.168.X.Y where X is the same for all your devices and Y will be different for different devices. The router typically has Y as either 1 or 254. If Y ever shows as 0 or 255, the subnet mask should be double checked to ensure all is well. A typical consumer subnet mask is 255.255.255.0 and this basically means you have a small network which is normal.

Re: broadband cuts out if use TV and Mobile

J8ird — Sat, 03 Jul 2021 15:51:22 GMT

everything is just as you said/named!

you are good at this!

I will get a friend to come over and double check everything before calling EE as just started to drop out the blue

thanks for your guidance and knowledge

Re: broadband cuts out if use TV and Mobile

XRaySpeX — Sat, 03 Jul 2021 21:31:17 GMT

Which router do you have?

How are the TV & the PC connected to it, by Ethernet or WiFi?

Re: broadband cuts out if use TV and Mobile

J8ird — Sun, 04 Jul 2021 07:36:14 GMT

EE have given me a Bright Box Wireless router

and TV and laptop work off wi-fi connection, all within maybe max 4 metres of the router

Re: broadband cuts out if use TV and Mobile

XRaySpeX — Sun, 04 Jul 2021 12:48:33 GMT

Login to the BrightBox & post the Currently Connected Devices section of the initial Status page you see. Obscure the MAC Addresses.

Re: broadband cuts out if use TV and Mobile

J8ird — Mon, 05 Jul 2021 14:12:09 GMT

@EE@EE YOU'VE ASKED ME TO POST TO YOUR ATTENTION IF NOT RESOLVED

Re: broadband cuts out if use TV and Mobile

James_B — Mon, 05 Jul 2021 14:44:19 GMT

Hi @J8ird,

Are you able to post the information @XRaySpeX requested so he can help?

Thanks

James