topic Re: Internet dropping in and out in Broadband & Landline

Internet dropping in and out

Meggisonc — Wed, 19 Aug 2026 11:19:20 GMT

My devices drop in and out of internet constantly but every time I call EE they run a check and say the internet is showing it is working perfectly on their remote check. They push back against every thing I say repeatedly saying that the signal is fine in their remote test. I pay monthly for a service that doesn’t work properly and can’t get any help or anyone to listen to me. I’m at my wits end. We can be watching telly and it drops out, trying to fill an online form in and it drops out, using our phones and it drops out. My daughters have given up watching their tellys in their bedrooms because it either doesn’t load or drops out. I’m spending way too much time speaking to staff to be pushed back and told the same thing- our remote system says theirs no problem it must be your devices. I’m going to leave EE as soon as the contract ends because the service is more than terrible and no staff I have spoken to care at all just send me off without a solution. Absolutely horrible experience.

Re: Internet dropping in and out

Meggisonc — Wed, 19 Aug 2026 11:27:39 GMT

Re: Internet dropping in and out

XRaySpeX — Wed, 19 Aug 2026 11:43:32 GMT

@Meggisonc : 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 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.

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

Re: Internet dropping in and out

JimM11 — Wed, 19 Aug 2026 11:47:34 GMT

@Meggisonc Why not ask the guide to send you the HomeView+ Report when there testing is completed, it can be e-mailed too you when speaking to them. Also when you say drop's out the Broadband is it EVERY device exactly at the same time, if you are on a Full Fibre connection you can look at the ONT lights, and the light on the EE hub, unless you devices stay down not connected and everything is off then EE will not see anything wrong until you have that condition. Mobile device may also show you, all the bars connected say a 6 in that shows connected wifi6, but an ! mark indicated on the mobile then you are connected to the EE Hub but there is an Internet Data error somewhere along the path.

Re: Internet dropping in and out

Timbo45 — Wed, 19 Aug 2026 15:36:00 GMT

It may not be related but there has always been an issue with wifi devices and how mobile phones in particular are connected to the home wifi.

In iOS there's a setting called Wifi Private Address and if this setting is ON (tends to be the default BTW) then everytime that device connects to the wifi it's assigned a new IP Address by the router and eventually the router's internal table gets filled up and connection issues start. The BT/EE hubs historically have not been very good at clearing down these now unused addresses with only a full reboot resolving the problem.

Not sure what that setting is called on android device but guess it's similar.

That setting should be OFF not ON for the wifi SSID you're using.

Now I'm not saying that this is causing the particular issue here but it's worth checking just in case it's that simple.

Edit: Just been reading other posts and there's some suggestion about wifi 6 causing issues. I'm not with EE and have never used EE hubs but is there something like a compatibility mode setting that can help these issues.

Re: Internet dropping in and out

JimM11 — Wed, 19 Aug 2026 16:56:48 GMT

@Timbo45 Android version is on the phone as MAC address type, two choice's Phone MAC or Randomised MAC.