topic Re: Braadband failing in Broadband & Landline

Braadband failing

TIMBROOK66 — Wed, 11 Dec 2024 10:18:45 GMT

I have a new EE Router & Full Fibre with Digital Voice & an EE Extender in another part of the house. All has worked well & to spec. for the last 3 months, or so. It's nominal rate is 150 and it has been achieving close to that.

Digital voice & TV (linked by ethernet via the ring main) work perfectly.

When I try to use the internet via the router it gives me the first screen then fails. However, if I try to connect via the extender it works OK, though more slowly. This has been tested on 3 different PCs one of which is a laptop which is rarely used, with exactly the same results - so it isn't a PC problem. I have noticed that a speed test, done via the main router just before it disconnects shows a rate of about 49 versus the 150 or so claimed. Connection via the extender is about half that rate - 25 or so.

All the usual "remedies" have been attempted - power off, reboot etc. It still persists. Could it be that somewhere in the chain from router, via fibre to the exchange, there is a component that won't/can't run at 150?

Re: Braadband failing

TIMBROOK66 — Wed, 11 Dec 2024 10:02:41 GMT

Re: Braadband failing

JimM11 — Wed, 11 Dec 2024 10:23:39 GMT

@TIMBROOK66 Are you connecting all devices wireless, or does one of the PC's have the ability to Ethernet?

Re: Braadband failing

TIMBROOK66 — Wed, 11 Dec 2024 10:25:48 GMT

Yes - that was going to be my next test using the laptop. Will update with result.

Re: Braadband failing

JimM11 — Wed, 11 Dec 2024 10:28:49 GMT

@TIMBROOK66 You also need to say which EE Router and which EE extender that you have? Link below for pictures if you are not sure.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

https://ee.co.uk/help/broadband/fix-problem/fix-problems-with-smart-wifi

Re: Braadband failing

TIMBROOK66 — Wed, 11 Dec 2024 10:35:38 GMT

Similar result on Ethernet attached to router directly - "no internet". Internet OK via extender

Re: Braadband failing

JimM11 — Wed, 11 Dec 2024 10:37:42 GMT

@TIMBROOK66 What router?

Re: Braadband failing

TIMBROOK66 — Wed, 11 Dec 2024 10:48:58 GMT

Router is "Smart Hub Plus" . Extender is a TPLink item badged & supplied by EE.

Re: Braadband failing

JimM11 — Wed, 11 Dec 2024 10:52:56 GMT

@TIMBROOK66 Has that laptop ever been connected to the EE Router previous, and it does take time for the network to establish NIC on the router, may even be up to 30 seconds. How may cores can you see on the cable and how old is your laptop.

Re: Braadband failing

TIMBROOK66 — Wed, 11 Dec 2024 10:55:11 GMT

Quite an old Lenovo. Brand new Cat 5 cable. It have time. When I logged onto the router it "knew " the laptop was connected.

Re: Braadband failing

TIMBROOK66 — Wed, 11 Dec 2024 10:55:48 GMT

"had time"

Re: Braadband failing

JimM11 — Wed, 11 Dec 2024 10:58:01 GMT

@TIMBROOK66 The laptop connects by ethernet to the tp link, i was asking has it ever been connected to the router before....

Re: Braadband failing

TIMBROOK66 — Wed, 11 Dec 2024 11:00:27 GMT

No the Laptop has only been used via Wifi. Openreach booked to look at fibre but there's a week delay before they can pitch up.

Re: Braadband failing

JimM11 — Wed, 11 Dec 2024 11:05:19 GMT

@TIMBROOK66 Are you giving the laptop enough time to see if it connects to the Router? There are 4 yellow ports to chose from but there is no guarantee that the laptop and the EE router like each other.

Re: Braadband failing

TIMBROOK66 — Wed, 11 Dec 2024 11:08:49 GMT

Laptop connects corectly with Router vie Ethernet, then say "No internet". It has been linked for over 15 mins.

Re: Braadband failing

TIMBROOK66 — Wed, 11 Dec 2024 11:31:43 GMT

The I look at this I feel there is a HW failure somewhere along the chain. It looks as if it can't sustain rates greater than 35 or so.

Re: Braadband failing

JimM11 — Wed, 11 Dec 2024 11:35:42 GMT

@TIMBROOK66 Unless you switch off every device and test with only one, then you will not know. Does your app work on you mobile?

Re: Braadband failing

JimM11 — Wed, 11 Dec 2024 11:43:51 GMT

@TIMBROOK66 http://192.168.1.254 to the web manager. Have a look at the Status Screen Sample below.

Re: Braadband failing

TIMBROOK66 — Wed, 11 Dec 2024 12:27:44 GMT

e checked the hub's status via 192.168.1.254 No help, it says it's connected to the internet and of course it is. I can get to the internet via the extender which runs at a lower rate. I am becoming convinced that the router is dropping out because it can't service the 140+ rate. Possible at the exchange or a failure in the Router HW? It is only running at less than 50 when it does connect. Then it times out.

Re: Braadband failing

Leanne_T — Wed, 11 Dec 2024 12:49:10 GMT

Hi @TIMBROOK66

Thanks for coming to the community.

I am sorry you're broadband connection is dropping, our Fix EE Broadband Connection Problems page, has steps to try and you can check your broadband connection.

Let me know how you get on 🙂

Leanne.