topic Re: EE Broadband Crashes anytime I play a game online in Broadband & Landline

EE Broadband Crashes anytime I play a game online

rmmhayes8 — Tue, 13 Sep 2022 19:27:27 GMT

Any time I load into an online multiplayer game on my broadband it crashes the connection, it works fine for any other use.

Any Ideas?

Re: EE Broadband Crashes anytime I play a game online

Mustrum — Tue, 13 Sep 2022 19:44:47 GMT

Well you could start with some more info.

Which broadband package do you have?

Which router and what speeds are you getting?

What device and how is it connected to the router?

Does it happen every time, and have you tried changing anything?

Re: EE Broadband Crashes anytime I play a game online

XRaySpeX — Tue, 13 Sep 2022 20:07:00 GMT

What kind of BB? Fixed or mobile?

Re: EE Broadband Crashes anytime I play a game online

rmmhayes8 — Tue, 13 Sep 2022 20:17:29 GMT

It is fixed home broadband, fibre connection.

Re: EE Broadband Crashes anytime I play a game online

rmmhayes8 — Tue, 13 Sep 2022 20:19:18 GMT

Its fixed home broadband, i generally get around 60 down 15 up, its the standard EE router and I am connected on a desktop PC over Wifi. It happens every time no matter the game I am playing.

Re: EE Broadband Crashes anytime I play a game online

XRaySpeX — Tue, 13 Sep 2022 20:23:12 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.

Re: EE Broadband Crashes anytime I play a game online

rmmhayes8 — Tue, 13 Sep 2022 20:35:56 GMT

I don't have anything wired to know if it also drops out I'm afraid.

Re: EE Broadband Crashes anytime I play a game online

XRaySpeX — Tue, 13 Sep 2022 22:13:56 GMT

Thanks. Stats all look good.

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?