topic Re: Regularly restarting router in Broadband & Landline

Regularly restarting router

Abritnerdy — Thu, 20 Feb 2025 14:48:06 GMT

Is anyone else having to regularly restart their router after losing internet connection? I’m having to restart it at least once a week, today three times! And even when I have connection it’s so poor that I keep losing access to online meetings which is a nightmare. I tried to see if there are broadband issues in the area but there “is a problem” with the broadband status service and they can’t check it.

I changed to EE about six months ago and I’m trying to work out if it’s a common issue with them - router etc was all brand new so I wouldn’t expect that to be causing an issue. The only time I had issues like this with my previous supplier they replaced the wall plug in box and the router and I had no more issues.

Re: Regularly restarting router

XRaySpeX — Thu, 20 Feb 2025 14:58:03 GMT

Which EE BB plan are you on including its speed? What EE router & WiFi extenders do you have (read label or post a pix)?

Re: Regularly restarting router

Abritnerdy — Thu, 20 Feb 2025 16:07:51 GMT

EE BB plan is Fibre 67 Essentials. 60Mbps download speed guarantee.

The router is a SmartHub SH31B. No WiFi extenders.

Re: Regularly restarting router

Mustrum — Thu, 20 Feb 2025 16:20:04 GMT

@Abritnerdy the most common issue with old telephone lines is they can go faulty. A quck way to check before going digital was to dial 17070 option 2 and listen for noise.

Otherwise follow the steps in the Help Section.

Contact us about your broadband and landline

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If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

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We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 minutes to book a slot.
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Re: Regularly restarting router

XRaySpeX — Thu, 20 Feb 2025 16:28:23 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?

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. Also post the Home > Status page.
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. 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: Regularly restarting router

Abritnerdy — Thu, 20 Feb 2025 20:40:49 GMT

I think its the BB as a whole dropping, the hub has a solid orange light when it happens, which I think means its not connected to the broadband? I don’t have any Ethernet connected devices. It’s just the hub, my laptop, phone and tablet.

I think I’ve got all the information you requested, and blocked out any info I shouldn’t share.

Re: Regularly restarting router

XRaySpeX — Thu, 20 Feb 2025 20:52:22 GMT

You are getting expected good speeds from your BB. There's no better BB plan you can get where you are.

All you can do is test for noise on the line as @Mustrum suggested but it can't be all that bad as the DSLAM system hasn't banded your speed.

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Only if you have an active landline, try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket using a DSL dangly micro-filter. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

Re: Regularly restarting router

Sladelec — Thu, 06 Mar 2025 18:18:51 GMT

I to am having a nightmare with newly installed broadband,no issues at all with bt,but now i have asked to cancel contract as it is not fit for purpose