topic Re: Broadband Dropping out in Broadband & Landline

Broadband Dropping out

JRobinson030 — Fri, 09 Sep 2022 18:07:31 GMT

I am having constant problems with my broadband dropping out over the past week. The solid aqua on the front turns to a flashing yellow and all connection is lost. It then reconnects after around 5 minutes.
Is this common issue or is there anything I can do to fix it?
Thanks

Re: Broadband Dropping out

XRaySpeX — Fri, 09 Sep 2022 18:12:19 GMT

Welcome to EE's Home Broadband Forum.

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.

Re: Broadband Dropping out

JRobinson030 — Fri, 09 Sep 2022 19:04:30 GMT

Product name,EE Smart Hub
Serial number,+EEH001+2113005787
Firmware version,v0.06.01.08190-EE (Wed Aug 19 18:20:33 2020)
Board version,01
Data sent / received,6.3 MB / 49.2 MB
DSL uptime,0 days 0 Hours 1 Mins 46 Secs
Data rate,4.34 Mbps/46.33 Mbps
Maximum Data rate,4.3 Mbps/53.0 Mbps
Noise margin (up/down),5.9/7.7
Line attenuation (up/down),31.1/30.5
Signal attenuation (up/down),28.5/30.6
Broadband username,PRODUCTIONHQNUNXXXXXXXXX@fs
2.4 GHz wireless network name,2.4GHz-EE-Hub-SkXL
2.4 GHz wireless channel,Smart (Channel 1)
5 GHz wireless network name,5GHz-EE-Hub-SkXL
5 GHz wireless channel,Smart (Channel 48)
Wireless Security,WPA
Wireless mode,Mode 1
Firewall,Default
MAC address,8C:19:B5:43:20:41
Software variant,-
Boot loader, 0.0.3-EE (Mon Dec 4 17:32:53 2017)

https://www.thinkbroadband.com/_assets/speedtest/button/1662749611182055055.png

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Re: Broadband Dropping out

XRaySpeX — Fri, 09 Sep 2022 19:51:00 GMT

Seems rather slower than expected.

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?