topic Re: Broadband keeps disconnecting in Broadband & Landline

Broadband keeps disconnecting

johnday — Sun, 30 Apr 2023 06:23:38 GMT

Yesterday problem started when I got up around 6 am tried turning off the router, went on for almost an hour

This morning exact same thing

Re: Broadband keeps disconnecting

XRaySpeX — Sun, 30 Apr 2023 08:40:05 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.
For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

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.

Re: Broadband keeps disconnecting

daffu — Wed, 23 Aug 2023 00:02:48 GMT

Having same problems, have had 3 engineer visits now and still not resolved the issue! had the router replaced, new NTE socket rewired and a DLM Reset and still there is a fault on the line, and it just keeps dropping connection, im stuck in a loop of engineer visits that leave it working and then like an hour later the same issues again of losing connection flashing orange light. My upstream was going down, then my downstream went all the way down to 4.3Mbps when it should be on 20mbps. Becoming very frustrated with this now as I work from home, and nobody seems to know how to fix this. I'm going to request to be released from my contract and look for another provider.

Re: Broadband keeps disconnecting

daffu — Wed, 23 Aug 2023 00:08:29 GMT

Having same problems, have had 3 engineer visits now and still not resolved the issue! had the router replaced, new NTE socket installed and rewired and a DLM Reset and still there is a fault on the line, and it just keeps dropping connection, im stuck in a loop of engineer visits that leave it working and then like an hour later the same issues again of losing connection flashing orange light. My upstream was going down, then my downstream went all the way down to 4.3Mbps when it should be on 20mbps. Becoming very frustrated with this now as I work from home, and nobody seems to know how to fix this. I'm going to request to be released from my contract and look for another provider. All was working fine but this issue has now been going on for close to 3 weeks now and still not resolved.

Re: Broadband keeps disconnecting

XRaySpeX — Wed, 23 Aug 2023 02:09:31 GMT

@daffu : Well, how about providing the diagnostics asked of the OP above & maybe we can get a bit further forward than you've got so far?

Re: Broadband keeps disconnecting

lez632 — Wed, 23 Aug 2023 08:04:32 GMT

Don't matter how many time you ring up to complain or how many engineers you have out it never get resolved, they keep coming up with excuses like i live to far away from the exchange or time of day. Mine was going off any time of day or night, I still think they flick a button & switch you off cos they can. so i changed suppliers in the end. I wasn't in contract with them so it was straight forward. BEST THING I EVER DID.

Re: Broadband keeps disconnecting

Help123456 — Fri, 05 Apr 2024 20:08:23 GMT

In having the same issue

Re: Broadband keeps disconnecting

RG891 — Sun, 06 Oct 2024 07:46:35 GMT

Has this ever been resolved

Re: Broadband keeps disconnecting

RG891 — Sun, 06 Oct 2024 07:52:05 GMT

Did this ever get sorted we are having the same problem and they want to come out and change same things

Re: Broadband keeps disconnecting

JimM11 — Sun, 06 Oct 2024 07:55:45 GMT

@RG891 What is the issue?

Re: Broadband keeps disconnecting

RG891 — Sun, 06 Oct 2024 08:06:21 GMT

WiFi goes off around 12am comes back on at 12pm that’s after switching from Bt to ee still have an ee router though it’s like it’s being done on purpose

Re: Broadband keeps disconnecting

JimM11 — Sun, 06 Oct 2024 08:26:16 GMT

@RG891 Try starting here, run a check to see if you have an area fault, if not then test the broadband to your home.

Help & Support | EE

You may also find some of this link helpful.

Fix Problems with EE Full Fibre | Broadband Help | EE

Re: Broadband keeps disconnecting

XRaySpeX — Sun, 06 Oct 2024 11:10:30 GMT

@RG891 : Which EE BB plan are you on? What EE router do you have?

Re: Broadband keeps disconnecting

Joe286 — Sat, 26 Oct 2024 07:51:02 GMT

I have a similar problem. Moved to EE from BT in August and upgraded to full fibre 900GB. The internet has never worked smoothly since then. It works for approximately 23hrs then it goes off line but the light remains aqua blue. To get it back online we have to restart it or even push the pin behind. We have had over 4 Open Reach engineer visits and 1 EE engineer visit and the issue is still there. Open Reach has consistently said the router receives the correct amount of light and that there is no problem with their line. The last EE engineer suggested that the account is set up wrongly but after he left nothing changed. We are tired and just want stable and reliable internet.

Re: Broadband keeps disconnecting

MickCov — Sat, 26 Oct 2024 19:28:29 GMT

Hi, I’m having the same issue since today. I moved from bt to EE last year and never got any issues until today. On some forum I read that there is issue with batteries on openreach modem. So I changed them to brand new and this resolved problem for half an hour. Then internet connection went out but still is aqua blue light. I hope they are going to fix this. I will keep you updated.

Re: Broadband keeps disconnecting

XRaySpeX — Sat, 26 Oct 2024 19:32:53 GMT

@MickCov : Which EE BB plan are you on including its speed? What EE router do you have? I v. much they doubt they are the same as those of the OP whose over year-old thread you latched onto.

Re: Broadband keeps disconnecting

Andywall — Sun, 02 Feb 2025 08:02:24 GMT

Having similar problems. Not happy at all with ee. Only been with them since christmas, nothing but problems cant even watch bbc iplayer, wife cant take zoom calls without dropping out, ethernet of wireless. I even tried deleting our google nest system to see if that would help, but the internet is so unstable it wont allow us to reconnect the nest router.
im plugged into the router directly by ethernet and the television wont play iplayer at 7am on a sunday monring, so its not like the service is being heavily used.
we never had this problem with virgin..

Re: Broadband keeps disconnecting

JimM11 — Sun, 02 Feb 2025 08:24:48 GMT

@Andywall You moved from VM to EE, completely different way of doing things and NOT sure how you setup your VM modem to match your nest router. First you need to post what EE Router you have, and which EE service you got from them, how the EE router is connected, your nest is connected and if you did anything to that device, if you have a landline phone on DV or and also EE TV system, they are all important for the initial laydown of what needs to happen.