topic Re: Broadband Stability in Broadband & Landline

Broadband Stability

brook88 — Mon, 02 Mar 2026 16:06:28 GMT

Hello,

My broadband stability is completely unreliable. I'll get random waves of slow response times on packets, complete dropouts (from 1 second to 5 minutes) intermittently throughout the day. Restarting the hub and the box does not help. Being on cable versus WiFi does not make a difference.

For stats (showing only when my computer is on recording them), I've had 13 dropouts today totalling 5 minutes of downtime. In the last 7 days I've had 33 dropouts totalling 40 minutes of downtime.

I've had an engineer out in the past, and because it didn't happen while they were there - they didn't do anything.

What evidence do I need to collect, and where do I need to send it, for something to actually be done?

Appreciated

Re: Broadband Stability

XRaySpeX — Mon, 02 Mar 2026 16:18:45 GMT

What lights show on the router when this happens?

If it is a neighbourhood issue, you could consult Check service in your area to see if any faults are being attended to in your local area. You may also Report a Problem there.

Have you reported your problem with your BB to EE? They can't do anything about it until you do. Text HELP to 66033 to get EE to test the line & see what needs doing.

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)?

There is no place to submit evidence other than discussing it with CS & they may ask you to send evidence.

Re: Broadband Stability

brook88 — Mon, 02 Mar 2026 16:40:21 GMT

Router lights show stable normal on router, which is the SH31B. I have reported it and they have attended 3 times in the past, but if it doesn't happen in the moment - or only a small packet loss happens - then the engineer doesn't do much.

I'm looking for what I can collect independently to show EE the problems I have so they can support.

Re: Broadband Stability

brook88 — Mon, 02 Mar 2026 16:42:57 GMT

Essentials: Full Fibre Gigabit is the plan I'm on.

Re: Broadband Stability

JimM11 — Mon, 02 Mar 2026 18:02:39 GMT

@brook88 Swap your wan cable out as the first method of testing!