topic Re: Regular Internet Dropout in Broadband & Landline

Regular Internet Dropout

Stewart481 — Wed, 30 Apr 2025 10:44:07 GMT

For the past few weeks every weekday morning at approx. 10.30am the Internet drops for a few minutes, typically five to seven including re-establishing connection, with the router dropping back to flashing orange, then to steady orange before blue and the internet returning.

Any one have a view as to what may be happening and is it worth reporting it?

Re: Regular Internet Dropout

XRaySpeX — Wed, 30 Apr 2025 10:55:31 GMT

What is the name of the EE BB plan are you on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

Re: Regular Internet Dropout

Mustrum — Wed, 30 Apr 2025 11:47:52 GMT

@Stewart481 that seems an odd time to have issues, if you can't think of anything close by that could cause interference at that time then yes it is worth reporting it.

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Re: Regular Internet Dropout

Stewart481 — Thu, 01 May 2025 10:10:50 GMT

Thanks for the reply. The detail asked for: Essentials: Fibre 36, BT Smart Hub 2 and no WiFi extenders. Hopes this helps.

For the record; at 10.32am this morning (1 May) the internet dropped and had re-established by 10.34am.

Any further thoughts?

Stewart481

Re: Regular Internet Dropout

XRaySpeX — Thu, 01 May 2025 10:31:36 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 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 a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log 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. Try a speedtest, preferably wired 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: Regular Internet Dropout

Stewart481 — Thu, 01 May 2025 11:40:46 GMT

Thanks for the reply.

Some answers: the BB only drops the WiFi and Ethernet remain active. At BB drop the router goes to flashing orange, followed by steady orange before returning to blue. Time to return to service is typically 2 minutes to 7 minutes.

Internet speed; typically download 33Mbps and upload 3Mbps. These figures are typical for high-use periods. Low-use periods they can be 36Mbps and 5Mbps.

Currently not in a position to do router stats. However here's the screen shot from BT site. The FTTC cabinet used is Dursley Cabinet 1 and is known to be 903 meters from the property - this is from an OpenReach survey when I and others were lobbying for upgrade to FTTC a while back.

Stewart 481