topic Re: Broadband drop out in Broadband & Landline

Broadband drop out

Casper1973 — Sun, 26 Jun 2022 06:12:03 GMT

5 days in from switching to EE Broadband from BT. All set up correctly but, having to continuously resign in on Smart TVs, Firestock & Android phones due to Internet dropping ? If ever BT dropped out never had to sign in continuously ! Connection very intermittent and becoming frustrated ! Yes it says allow 10 days for speed to settle down but this isnt due to speed, thats fine when working. Habe spoke to 3 different people at EE so far,they cant detect any faults ?? Help ??

Re: Broadband drop out

Jon_K — Sun, 26 Jun 2022 09:59:45 GMT

Hi @Casper1973.

Welcome to the community.

Do the lights change on the router when the dropouts happen?

One of our community broadband experts may be able to help you with the performance of your broadband based on your stats.

Jon

Re: Broadband drop out

Casper1973 — Sun, 26 Jun 2022 10:31:47 GMT

Hi, sometimes they change sometimes they don't,very intermittent !

Haven't had any kind of constant connection since we went live. Have an engineer coming tomorrow!

Re: Broadband drop out

Mustrum — Sun, 26 Jun 2022 10:35:46 GMT

The 10 day thing is a hangover from adsl days, not applicable to fibre.

Is it just wifi that is dropping, or is the router rebooting?

Are you able to log into the router to view the logs? They can be filtered to help look for patterns.

If that fails or you can't do it, have you tried the BT router again?

Re: Broadband drop out

XRaySpeX — Sun, 26 Jun 2022 12:05:01 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 BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, 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.