topic Broadband connection drops daily in Broadband & Landline

Broadband connection drops daily

Sarah1948 — Mon, 03 Mar 2025 11:04:03 GMT

Hi, I moved to EE full fibre to the house broadband in December. I have a Sky Q box dating from May 2024. All was well till this week when the internet connection drops almost daily. I unplug Sky and there’s no problem resetting. I don’t have to reenter the WiFi password but it is a bore. I am afraid I do not understand your response to a previous correspondent Ona similar issue and wondered if you could explain in simple terms what I could to do resolve this issue. I can’t use a cable. All other WiFi is fine. I do not have mini Sky boxes just the one Sky Q box.

Many thanks.

Sarah

Re: Broadband connection drops daily

XRaySpeX — Sat, 01 Mar 2025 13:13:35 GMT

@Sarah1948 : 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: Broadband connection drops daily

JimM11 — Sat, 01 Mar 2025 13:27:48 GMT

@Sarah1948 Which Sky Q box do you have, and position wise how far is the Q away from the EE Router along with the question's that XRaySpeX has asked also. Sky link below for the Q Boxes.

Sky Q box specifications | Sky Help | Sky.com | Sky Help | Sky.com

Re: Broadband connection drops daily

Sarah1948 — Sat, 01 Mar 2025 14:27:18 GMT

Many thanks. I have an EE Smart Hub SH32B which is situated about 30 metres from the SkyQ box. There is nothing in between them apart from carpet and air. My EE package is Essentials Full Fibre 150 and the speed is 150 (just checked). My SkyQ box is (I think) 1TB. Serial number: AE0218AC019496. Today I have WiFi connection though not sure what I will have tomorrow! It doesn’t seem to disconnect while I am watching something.

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Re: Broadband connection drops daily

JimM11 — Sat, 01 Mar 2025 14:31:56 GMT

@Sarah1948 If you speed check down at where your SKY Q box is do you still get the 150mb/s, take it you are testing with a mobile?

Re: Broadband connection drops daily

Sarah1948 — Sat, 01 Mar 2025 15:15:18 GMT

Yes, I do.
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Re: Broadband connection drops daily

JimM11 — Sat, 01 Mar 2025 15:20:50 GMT

@Sarah1948 Looking like the signal at least to the mobile device is good and strong enough, just down to the Q box now to see that it holds the wi-fi signal. On the Q box just make sure that it does not go into what i think the call Eco mode, that will make it go to low power sleep mode, so may not recover well when it wakes up and then try's to reconnect.

Re: Broadband connection drops daily

Sarah1948 — Sat, 01 Mar 2025 15:38:18 GMT

It’s an EE Smart Hub (c. 2023).

Sarah
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Re: Broadband connection drops daily

JimM11 — Sat, 01 Mar 2025 15:52:36 GMT

@Sarah1948 You posted earlier that "Many thanks. I have an EE Smart Hub SH32B which is situated about 30 metres from the SkyQ box" so are you now saying that you have the EE Smarthub (2023) model. Will post the link below for Router types.

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

Re: Broadband connection drops daily

Sarah1948 — Sat, 01 Mar 2025 16:30:18 GMT

All I can see on the router is Smart Hub SH32B.

Sarah
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Re: Broadband connection drops daily

JimM11 — Sat, 01 Mar 2025 16:35:54 GMT

@Sarah1948 Then you will have the EE Smarthub+ version, and the 32B means that it is available to connect only for the FF FTTP Ethernet type of and to the OR ONT direct.

Re: Broadband connection drops daily

Sarah1948 — Sat, 01 Mar 2025 16:55:18 GMT

Not sure what all that means!!
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Re: Broadband connection drops daily

XRaySpeX — Sat, 01 Mar 2025 16:56:49 GMT

@JimM11 : 'c' means 'circa'. That doesn't mean it's the (SH (2023) . It's more likely to be circa 2024!

Re: Broadband connection drops daily

JimM11 — Sat, 01 Mar 2025 17:10:30 GMT

@Sarah1948 If you just click on the supplied link, you will see pictures of the EE Current range of there supplied routers at present. The (2023) MODEL has holes on the bottom stand. And your description off the year, do believe that the Plus version was starting to be supplied towards the end off year 2023.

Re: Broadband connection drops daily

Sarah1948 — Sat, 01 Mar 2025 17:28:18 GMT

Definitely the 2023 Smart Hub.

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Re: Broadband connection drops daily

XRaySpeX — Sat, 01 Mar 2025 18:35:06 GMT

Then it can't be the SH32B but a SH20A.

Re: Broadband connection drops daily

Sarah1948 — Sat, 01 Mar 2025 22:11:18 GMT

It says on the router that it is a SH32B.

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Re: Broadband connection drops daily

JimM11 — Mon, 03 Mar 2025 08:31:43 GMT

@Sarah1948 So besides all off the confusion to what you actually have from EE Router wise, how has the SKY Q box been behaving itself now over the last couple off day's? The main issue with Q is that it has a hot spot feature that try's hard to set itself up as a wi-fi mesh system node, and sometimes the EE Router will get confused by this device, Q and Sky router's work a lot better with each other...

If you are good now just let the Forum know, others may be trying to find out what will work best for TV box especially in the wireless wi-fi connection type.

Re: Broadband connection drops daily

Sarah1948 — Mon, 03 Mar 2025 08:49:44 GMT

Thank you for this explanation. It is happening every day and is very annoying. I still don’t know what the solution is. Should I talk to Sky or EE?? I have switched to EE in December and had no problem till last week. I can’t (and do not want to) switch to Sky broadband. I had no problems while I was with Plusnet. Grateful for any suggestions for a way forward. Sarah
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Re: Broadband connection drops daily

JimM11 — Mon, 03 Mar 2025 08:58:36 GMT

@Sarah1948 Can you take a picture of the actual EE Router, the confusion is around the SH32 or the SH20, both these routers had a recent FW update for operation, post the picture using the camera icon that you will see.

Did you manage to find the ECO settings on the SKY Q side off things, that is nothing to do with the EE router.