topic Re: Partial Broadband Dropouts in Broadband & Landline

Partial Broadband Dropouts

tdmello — Mon, 21 Apr 2025 15:04:30 GMT

As of last week, I have been getting full dropouts in Wi-Fi service and some Ethernet dropouts (some devices still work via ethernet and other's don't such as EETV). Not sure if "dropouts" is the proper terminology but all the devices are still connected to the internet (like 3 Wi-Fi bars) but nothing loads, even after waiting several minutes) . The only fix is for me to restart my hub (I have also tried refreshing the connection via the EE text thing which just results in the same solution). The only problem is this fix might last about a day and then it drops out again or if I'm lucky I'll get a full day of proper connection until it drops out the following day. I currently have a BT Smart Hub 2. Any sort of guidance or solution as to what I can do would be appreciated. I did see I have a Smart Hub Plus from EE on my plan but never bothered chasing up on it since the SH2 was working fine, thought I'd mention it since maybe my router needs to be replaced?

Re: Partial Broadband Dropouts

Mustrum — Mon, 21 Apr 2025 15:19:15 GMT

@tdmello why not follow the steps in the Help page

Contact us about your broadband and landline

Text EE for a call back

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

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

Charges may apply at your standard rate.

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.
If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

Opening hours:

Monday to Friday, 8am to 9pm

Saturday and Sunday, 8am to 8pm

Call us

Our lines are currently closed.

Opening hours:

Monday to Friday, 8am to 9pm

Saturday and Sunday, 8am to 8pm

Support for Deaf and hard of hearing customers

Our lines are currently closed.

Opening hours:

Monday to Friday, 8am to 9pm

Saturday and Sunday, 8am to 8pm

Re: Partial Broadband Dropouts

XRaySpeX — Mon, 21 Apr 2025 15:57:23 GMT

What does the Home > Status page show when these drop-outs happen?

Re: Partial Broadband Dropouts

tdmello — Wed, 23 Apr 2025 19:57:25 GMT

Just this, not helpful since it's the exact same when it does work. Dropped out twice today as you can see only 2hrs uptime between the two. Ironically one right after (maybe during and I didn't notice) they ran all their tests when I was on the call with them. They booked an engineer out for Friday since they couldn't find any issues remotely which I'm not too surprised by since connection up to the router is perfectly fine. Can even connect to the internet, but just ends up permanently buffering. Today some websites were unreachable via ethernet. Think it's just a dodgy router still. Anyhow, hope it gets solved Friday. I'll let you know of the solution come Friday.

Re: Partial Broadband Dropouts

XRaySpeX — Wed, 23 Apr 2025 20:32:58 GMT

It wouldn't have been like that 2.5 hours before. The BB went down then.

Re: Partial Broadband Dropouts

tdmello — Thu, 24 Apr 2025 19:38:38 GMT

No this is because I had to restart the hub which I assume resets the uptime (since this is the only fix for the time being...). Not sure if that is what you were referring to.

Re: Partial Broadband Dropouts

JimM11 — Fri, 25 Apr 2025 08:19:03 GMT

@tdmello Question for you, previous to about a month ago, would you have considered in your opinion that everything was working fine with your broadband and the BT Smarthub2 that you have. Jim

Re: Partial Broadband Dropouts

tdmello — Fri, 25 Apr 2025 14:05:38 GMT

Yup everything was fine. Got BT in Feb 2023 when they newly installed FTTP infrastructure, absolutely 0 downtime till recently. Obviously this probably excludes when the hub restarts itself to install new firmware or whatever but I believe that is when nobody is using it. Renewed late Jan since we never had problems with it (was previously with Virgin...), obviously this meant we had to migrate over to EE. Only as of like 1-2 weeks ago, this problem started occurring. Also if anybody wanted an update for today: engineer came round this morning, did some supposed tests and found nothing wrong, bearing in mind the issue started yday night and I left it like it was till today morning so he could visibly see the issue. All he did was factory reset the ONT and say he can't issue a new hub but if the issue reoccurs I can contact EE to deliver one. Even he couldn't connect to the hub without factory resetting it so I'm still convinced it's a hub issue (also I have the complete wi-fi thing and I have to factory reset the hub to pair new mesh extenders). I assume some of you are bit more of an expert than I am, out of curiosity, given I am getting full speeds to the hub and it works for a period of time before this issue occurs, how does resetting the ONT actually fix this problem? Since as far as I am aware the ONT just terminates the optical fibre and is responsible for delivering the speeds. If it was an exterior cable problem, then surely a hub restart wouldn't just fix it.

Re: Partial Broadband Dropouts

JimM11 — Fri, 25 Apr 2025 15:00:45 GMT

@tdmello Can you turn PM Private Messages on for your account?

Re: Partial Broadband Dropouts

tdmello — Fri, 25 Apr 2025 17:37:21 GMT

I have popped you a message since it seems to be turned on from my side so hoping you can reply via that.

Re: Partial Broadband Dropouts

Mustrum — Fri, 25 Apr 2025 17:54:06 GMT

@tdmello how did it go with the engineer today?

What did they do and has it made a difference?

Re: Partial Broadband Dropouts

tdmello — Fri, 25 Apr 2025 18:18:16 GMT

Mentioned it in an earlier reply to Jim, however in essence he ran some "tests", none of which failed. reset the ONT and said can't replace hub since he can't see any issues even though I physically showed him permanent buffering on multiple devices wired/wirelessly. he said if I do have the issue again, can call up to replace hub (and then if that doesn't work they will send an openreach engineer to look at the outside cabling which i highly doubt is the problem given speeds are fine/restarting hub instantly fixes the problem but i am no expert by any means) Whether it has made a difference yet or not, wouldn't be able to tell since the hub restarting has been a temporary fix for me. I do expect it to reoccur either tonight or by tomorrow evening following trends in the past 2 weeks so will keep this post updated.

Re: Partial Broadband Dropouts

tdmello — Sat, 26 Apr 2025 20:36:52 GMT

Yup issue still continuing, will call them up tomorrow to hopefully issue a new hub no questions asked then update back here to see if it has fixed the problem or not in couple days time.

Re: Partial Broadband Dropouts

JimM11 — Sat, 26 Apr 2025 21:38:51 GMT

@tdmello When i get time tomorrow, will power up my laptop i had over in Ireland, think i have a note of the two FW versions that i seen know for sure the earlier is on this site with the 40/10 split screen captures, and the later was 1st Apr when i did the Factory Reset and it updated as i saw it in the logs, thought good April fools day that one.

Firm believer myself that Factory resets do nothing, but it is mainly due to the fact i don't want the hassle of re-doing my network, but if needs must it is an option. Lets see what and if you get, would connect up to the new with an Ethernet and capture what it is like OOB so you know when it connects what happens, the BT Smarthub2 advanced event logs are VERY detailed and capture everything, nearly makes a cuppa also with all that info....

Re: Partial Broadband Dropouts

JimM11 — Sun, 27 Apr 2025 11:51:31 GMT

@tdmello Sorry had a look and really thought i had captured the latest BT FW on the 1st Apr but did not, think it is or about what you posted, the earlier update Mar 15th when connected and updated at that point was v0.44.00.04123-BT and have the event file from the 15th - 25th Mar...

Was not important obviously to me but for sure the Factory reset applied before i left did do the update, as i was surprised so that is a standout that i would not forget, just wish i had grabbed the event log duh...

Can only hope your system gets there, do keep us posted. Jim

Re: Partial Broadband Dropouts

tdmello — Wed, 30 Apr 2025 21:23:26 GMT

Alright soooo... Got the new hub today (EE SH which is just reskinned BT SH2). Connected it blah blah blah, all good till once again about 15 odd mins ago. Same issue, some devices work on Wi-Fi some don't, some on ethernet and others don't... This has bewildered me quite a bit as I had initially said I thought it was a router problem given the nature of it. I can get full connection on some devices and others take plenty to load. Will probably call them again tomorrow to at least get an Openreach engineer booked at the earliest. For Jim, I am on a diff FW to what I was on from the old router. Same as the one in your latest comment: v0.44.00.04123-BT. It seems to always be happening in the evening at some point i.e 7pm onwards but usually around the 9 mark. Only one occurrence with it at about 4-5pm

Re: Partial Broadband Dropouts

JimM11 — Wed, 30 Apr 2025 22:10:58 GMT

@tdmello Sent PM. Jim

Re: Partial Broadband Dropouts

tdmello — Thu, 01 May 2025 21:28:32 GMT

Same issue again today. Called them up, and went in an absolute circle. Had to pretty much explain the whole issue once again to two different people this time. First person pretty much did a diagnostic and said I had issues with wifi congestion and then my TV. He said to eliminate issues that he will forward me to the TV team, bearing in mind I didn't even know the issue with the TV. The "TV team" then asked me what my issue with the TV was and I said nothing then proceeded to explain my whole problem again. She then did a diagnostic and said nothing was wrong. They both decided to just refresh my wi-fi and scan for the optimal channels (at this point the hub was restarted by the first guy so internet was perfectly fine whilst the second woman did it). I asked to get a SH+ sent out to see if it was the model of the router affecting the problem (as a shot in the dark), but she suggested to just get another engineer sent out "closer to the time" at 4pm-6pm on Monday. I suggested that would be even more inefficient than the last engineer visit (given I kept the issue on overnight for the engineer to see in the morning for the last visit). Wouldn't budge on sending a SH+ because SH2 is fine with my package which is reasonable but as I said earlier I physically said "A different model of router might be worth trying as a shot in the dark" and I believe this is probably a better chance of solving the issue than another engineer visit when the internet works fine at those times. I am not leaving my internet dropped out from the previous evening for this engineer visit given its at a later time when my family needs it + the fact the previous engineer dismissed it anyways. Will see how it goes from there anyways folks

Re: Partial Broadband Dropouts

Christopher_G — Fri, 02 May 2025 09:07:08 GMT

Thanks for the update, @tdmello

Hopefully this second engineer can figure out what's causing the problem and take appropriate action.

Please keep us posted on what happens.

Thanks

Chris