topic Re: Internet keeps dropping out after 10 minutes. in Broadband & Landline

Internet keeps dropping out after 10 minutes.

Samwalker2201 — Sun, 10 Nov 2024 01:17:22 GMT

Hi. I am on EE. I have been with them 3 months and had no problems so far apart from a couple of downtimes.

my internet keeps dropping every 10/15 minutes like clockwork. I’m then having to sit and reset it and then it come back on only to go off again 10/15 minutes later again.

what is causing this? My internet is connecting absolutely fine then just dropping. Any replies are appreciated

Re: Internet keeps dropping out after 10 minutes.

Samwalker2201 — Sun, 10 Nov 2024 01:17:59 GMT

By dropping I mean the service colour turns (orange) I believe I am colourblind so it’s hard to tell but I’m pretty sure it’s orange

Re: Internet keeps dropping out after 10 minutes.

XRaySpeX — Sun, 10 Nov 2024 03:02:18 GMT

Which EE BB plan are you on including its speed? What EE router do you have?

Re: Internet keeps dropping out after 10 minutes.

nmdj27 — Wed, 11 Dec 2024 17:47:36 GMT

This is happening to me, also. The internet was off on Sunday morning, so I logged a fault. I turned off the router and the Openreach full fibre box, powered on the Openreach box, and then the router. The internet was restored but dropped 10/15 minutes later. I had to repeat these steps to get the internet back on, but it dropped every time after 10/15 minutes.

The first engineer changed the router and all the cables, but the same thing happened. They said this is an Openreach issue. The Openreach engineer came out today and changed the Openreach box; the same thing happened. They said the internet is getting to the box, and it's an EE issue. So I'm stuck in limbo with no one taking responsibility and no internet. My speed is 900 MB and attached picture of my router.

Re: Internet keeps dropping out after 10 minutes.

JimM11 — Wed, 11 Dec 2024 20:23:40 GMT

@nmdj27 What is the colour of the EE led when you have the issue, and also what are the lights on the OR ONT modem displaying?

Re: Internet keeps dropping out after 10 minutes.

nmdj27 — Wed, 11 Dec 2024 20:34:46 GMT

When I have the issue the light is solid green. The ONT has 2 solid green lights on power and PON.

Re: Internet keeps dropping out after 10 minutes.

JimM11 — Wed, 11 Dec 2024 20:40:11 GMT

@nmdj27 The Lan LED on the ont should be ON, when you have the fault, just remove the WAN cable from the back of the router, give it 30 seconds and then plug it back in and see what happens. Take a look at your ONT lights when the router is working so you see the condition!

Re: Internet keeps dropping out after 10 minutes.

nmdj27 — Wed, 11 Dec 2024 21:01:56 GMT

The 3 lights is when its working and the 2 lights are when it stops working.

Re: Internet keeps dropping out after 10 minutes.

JimM11 — Wed, 11 Dec 2024 21:06:24 GMT

@nmdj27 I know how this all works, trying to establish if it is the router failing to communicate to ONT or if it is the ONT that has stopped responding, that is why i asked just to do the cable out and back in, with nothing else. If that does not work post back and next step can be defined, this is an awkward one to sort out, as its a chicken/egg situation.

Re: Internet keeps dropping out after 10 minutes.

nmdj27 — Wed, 11 Dec 2024 21:12:09 GMT

Appreciate the support. Its been a head scratcher. Unplugging the ethernet cable an plugging it back in does nothing at at all. The lights on the ONT remain the 2 solid lights in the photo. No flicker from the LAN light at all.

Re: Internet keeps dropping out after 10 minutes.

JimM11 — Wed, 11 Dec 2024 21:14:02 GMT

@nmdj27 Now power of the ONT by itself, allow 30 seconds before you plug it back in.

Re: Internet keeps dropping out after 10 minutes.

nmdj27 — Wed, 11 Dec 2024 21:30:29 GMT

It comes back to the 2 lights on the ONT. No other lights flicker. Tye EE router flashed a couple of times but remains the solid green light.

Re: Internet keeps dropping out after 10 minutes.

JimM11 — Wed, 11 Dec 2024 21:33:50 GMT

@nmdj27 Finally power off the EE Router leave for a minute off and switch back on, watch and record the EE Router lights as it runs through the boot sequence, will normally take 5 mins to get to Aqua.

Re: Internet keeps dropping out after 10 minutes.

nmdj27 — Wed, 11 Dec 2024 22:25:24 GMT

It was a flashing green light. Then it turned to aqua, and the internet was working. The ONT went back to 3 lights, but after 10 minutes, the internet dropped, went back to green on the EE router, and then dropped to 2 lights on the ONT.

Re: Internet keeps dropping out after 10 minutes.

JimM11 — Thu, 12 Dec 2024 10:16:12 GMT

@nmdj27 Next time then only power of the EE Router to reset it and see if it recovers.

Re: Internet keeps dropping out after 10 minutes.

nmdj27 — Thu, 12 Dec 2024 18:45:50 GMT

Identical result as the last step I performed. The ONT went back to 3 lights, but after 10 minutes, the internet dropped, went back to green on the EE router, and then dropped to 2 lights on the ONT.

Another engineer is coming tomorrow so hopefully it will get sorted. Thanks again for the support.

Re: Internet keeps dropping out after 10 minutes.

JimM11 — Thu, 12 Dec 2024 18:50:44 GMT

@nmdj27 If it is only the EE Router power off/on to reset and that works, you may have another network issue in your home, completely un related, but it does look like you router is locking up, if you http://192.168.1.254 see if you can get to the router when in running and in fault state.

Re: Internet keeps dropping out after 10 minutes.

nmdj27 — Fri, 13 Dec 2024 17:16:34 GMT

Third time lucky with the new EE Hub. The internet has been stable for 3 hours now so looking good. Thanks again for your help.

Re: Internet keeps dropping out after 10 minutes.

JimM11 — Fri, 13 Dec 2024 17:20:18 GMT

@nmdj27 Glad its all going good, your engineer did he/she say anything regarding what mat have been the problem.

Re: Internet keeps dropping out after 10 minutes.

nmdj27 — Fri, 13 Dec 2024 19:17:43 GMT

The Openreach engineer was adamant that it was the EE Hub. They said they've had an influx of BT and EE hubs this week with the same issues. Another customer got connected after the 4th BT hub was installed. They said that the refurbished hubs are becoming unreliable. I've been looking at a TP-Link Deco to replace the hub entirely.