App and Broadband

Evolved_ape — Mon, 13 Dec 2021 08:16:48 GMT

My broadband is having rolling outages. At a time where we're being asked to work from home this couldnt be worse timing. Tried to log into the My EE app this morning and can't log in there either?! What's going on? I need my broadband to be stable.

Re: App and Broadband

James_B — Mon, 13 Dec 2021 10:27:31 GMT

Hi @Evolved_ape,

Welcome to the EE Community. 🙂

What problems are you experiencing with your home broadband? Is your WiFi dropping out or do the lights on your router indicate a complete loss of connection to the internet?

Which error message do you see when logging in to My EE?

James

Re: App and Broadband

XRaySpeX — Mon, 13 Dec 2021 14:23:04 GMT

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.

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