topic Re: New Broadband customer, expected to be unstable day 1? in Broadband & Landline

New Broadband customer, expected to be unstable day 1?

Stoneware — Mon, 11 Nov 2024 22:25:24 GMT

Just plugged in my Smart Hub Plus this morning and a couple of issues. Although the hub indicates a constant connection the internet keeps dropping, both wired and WiFi, every now and then. Nothing will work for a few minutes then things will start working again. Haven't been rebooting/power cycling the router other than a couple of times just waiting it out.

Wondering if this is to be expected given it's a new account and things may settle down, though it concerns me that it isn't loosing the connection as far as I have noticed according to the light. Set up a third party DNS with my desktop that is directly connected just in case that was the issue but it still happens.

Also wondering if there should be more details on the router info page, on the Sky router you could see the noise/attenuation etc., not that I could do much with that info I suppose.

Not been able to connect via the EE app yet, says the order is still in process

Re: New Broadband customer, expected to be unstable day 1?

XRaySpeX — Mon, 11 Nov 2024 23:04:23 GMT

Which EE BB plan are you on including its speed?

Foolishly EE has omitted reporting on useful things like noise margins & attenuations on its SH+ to the detriment of ADSL & FTTC users.(I could do a lot with such info 😉)

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.

You might try reducing Wireless Mode to WiFi5.

Re: New Broadband customer, expected to be unstable day 1?

Stoneware — Mon, 11 Nov 2024 23:44:03 GMT

Speeds are about what I expect so that looks right - it's more this intermittent hanging that has me concerned. It's typical that I decide to move then the EE mobile coverage in the area goes down because of a dead tower so we are really relying on the fixed line BB for everything including WiFi calling. Had a good hour or so of it working since posting the thread but it's just been down for a bit now and there was nothing on the router in terms of the light or the status page that suggested there was an issue.

Re: New Broadband customer, expected to be unstable day 1?

XRaySpeX — Mon, 11 Nov 2024 23:47:33 GMT

What looks right? Am I allowed to see it?

Re: New Broadband customer, expected to be unstable day 1?

Stoneware — Tue, 12 Nov 2024 00:03:55 GMT

I meant what the router is showing as the speeds looks about where it was on the Sky router. I did post the BT data in another thread when my first order got mysteriously cancelled by 'The Network' according to Sky so I think this should link to what you want?

https://community.ee.co.uk/t5/Broadband-Landline/Problems-Switching-from-Sky-to-EE-Order-has-failed-multiple/m-p/1466477/highlight/true#M105744

Edit I did take some screen caps before it went down and the Sky router was 20343 down 332 up

Re: New Broadband customer, expected to be unstable day 1?

XRaySpeX — Tue, 12 Nov 2024 02:29:21 GMT

Wow, that is slow FTTC (as I said at the time) & that's what you are achieving. As the router seems to be connected OK, oi looks like the issue is with the WiFi. Have you tried WiFi5?..

Re: New Broadband customer, expected to be unstable day 1?

JimM11 — Tue, 12 Nov 2024 06:04:10 GMT

@Stoneware New router, you are just behind FW wise, so you can expect the router to get update to the latest shortly. If you can post up the status screen pic, will show if you line is keeping stable time wise, Network uptime, system uptime. Latest FW posted below, that is what the update will show you.

Firmware version: r1.35.0-R-1138091-PROD-83002

Re: New Broadband customer, expected to be unstable day 1?

XRaySpeX — Tue, 12 Nov 2024 06:13:43 GMT

Ah, @JimM11 , you're 1 of those peeps that believes FW updates & router replacements are a cure-all. They rarely are; only in exceptional circumstances.

Re: New Broadband customer, expected to be unstable day 1?

JimM11 — Tue, 12 Nov 2024 06:22:09 GMT

@XRaySpeX You are completely wrong, i still have the same router that EE sent to me day 1, went through 3 months of line sync issue's, on fttc with 40/10 split, came from sky to EE, know and have my opinion of what the router is like. Pointing out that there is a current FW update, automated by EE system. Upload is important on a slow fttc connection when the OP mentions that he is relying on wifi calling.

Re: New Broadband customer, expected to be unstable day 1?

Stoneware — Tue, 12 Nov 2024 08:10:07 GMT

It's not just the WiFi, when it happens my desktop PC is connected directly into the router via ethernet and the internet on both the desktop and mobile don't work for a bit before coming back.

Re: New Broadband customer, expected to be unstable day 1?

Stoneware — Tue, 12 Nov 2024 08:14:59 GMT

Well it seems the firmware was updated overnight so will see what difference that makes. Like I said other than it rebooted around 2am I assume when the firmware update happened, it hasn't been losing the connection. When I went to bed the system uptime and connection were both about 7 hr but I had experienced several of these pauses

Re: New Broadband customer, expected to be unstable day 1?

JimM11 — Tue, 12 Nov 2024 10:10:52 GMT

@Stoneware That would be the FW update, especially around the early hours of the morning, just keep an eye on it, another place to quick look is the advanced technical log and events. You do not want any DSL UP/DOWN apart from reset or power off/on. Pausing and not losing BB may be more of an upload issue or a particular device not playing nice, those can be a little harder to pin down.

Re: New Broadband customer, expected to be unstable day 1?

Stoneware — Tue, 12 Nov 2024 16:22:33 GMT

Looking at the advanced technical log there's only entries under the info/debug levels for the network/LAN sections.

Things connecting via WiFi and quite a bit of

12/11/2024, 03:10:08	Network interface eth4 down
12/11/2024, 03:10:17	Network interface eth4 up
12/11/2024, 03:10:18	Device 66:8d:8a:74:31:49 connected over Wi-Fi
12/11/2024, 03:10:26	Network interface eth4 down
12/11/2024, 03:10:33	Network interface eth4 up
12/11/2024, 03:10:36	Network interface eth4 down
12/11/2024, 03:10:40	Network interface eth4 up
12/11/2024, 03:10:49	Network interface eth4 down

eth4 is connected to a Mesh WiFi setup; eth1,2,3 also do the up and down dance every now and then. Is that just the equivalent of when things turn off and on similar to the WiFi connections. I think the unit on eth4 does reboot each night/early morning.

Re: New Broadband customer, expected to be unstable day 1?

JimM11 — Tue, 12 Nov 2024 16:55:03 GMT

@Stoneware As long as you know what they are and expect that they did what was supposed too then good, and you are correct that is the area and parameters to look at, so when you get an unexpected lull in the BB, log the time, then you can look see if anything is recorded, with Ethernet device disconnect's there is a 20 second wait delay on the router before re connection, so please allow for that in your timing, it is also the same for a wireless device when it drops off, there is also the same wait time, it's a router thing and only appears to be the EE Smarthub+ that does it, as far as i can gather....

Re: New Broadband customer, expected to be unstable day 1?

JimM11 — Tue, 12 Nov 2024 17:09:01 GMT

@Stoneware For instance say you have a pc connected on lan port1 physical, when you put the pc on you will see reported eth 1 up, will not show any more until you switch it off then eth 1 down, it is not an instant display on the router, but refresh of the page normally forces, but you may have to go back look at the log's open events and get to the end page again, normal experience for mine is day to day about one page update, but depends on wifi devices drifting in and out of router range, but do not know how you have setup your mesh so cannot comment on what you will see. FW updates always reset the router back to empty and start again, that is also the same for software reset and physical off/on switch.

I like to set mine reset at a specific time for me it's 7.00am then i can watch for expected/unexpected events. Currently just snapped below.

Network uptime: 5 Days 10 Hrs 3 Mins

System uptime: 5 Days, 10 Hrs 4 Mins