topic Re: Intermittent Internet in Broadband & Landline

Intermittent Internet

Dookss — Tue, 04 Oct 2022 21:27:49 GMT

Moved to a more rural location this month (Oct 2022) and chose EE Broadband. Took out the highest speed possible in this location. After going live 23/09, seemingly very few issues. LG Smart TV connected, iPad & iPhone, that's all, for the moment. Past 4 days, the service has been below expectations. Connected but 'no internet connection' throughout the day & night. TV on demand is obviously poor, because of this, as is using any app on iPhone as connects, buffers, no connection and reconnecting etc. Mobile data at this location is extremely poor. Mast issues too. I am reliant on broadband unless I drive 10 miles! I have logged in to my Hub with admin password and downloaded the technical logs. Anyone out there to help? Reliant on WiFi up & running to even call 150 so calls regularly dropping out.

Re: Intermittent Internet

XRaySpeX — Tue, 04 Oct 2022 22:03:07 GMT

Welcome to EE's Home Broadband Forum.

What lights are showing on the router?

What does it say after you log into the router:

For a BrightBox: in the Internet section on the initial Status page or
For a Smart Hub: on the Advanced Settings > Broadband > Internet page?

Obscure your names & any digits in the BB Username but post the 1st 2 parts of the IP addy. This will tell us at which stage EE have got to.

Is this for ADSL BB or Fibre? Which router, BrightBox 1 or 2 or Smart Hub?

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

Re: Intermittent Internet

Dookss — Tue, 04 Oct 2022 22:44:40 GMT

Hello there,

kind of you to reply.

I'm not really sure what information you are requesting!

My EE Smart Hub arrived via post 23 Sept, the usual equipment I have had before. It's a new connection of Fibre Plus Broadband. BT open reach master socket. The usual set up. I don't have a landline phone (physically no handset) in my house either.

Out of interest, I logged into the Smart Hub Manager tonight with the admin password just to have a look, 4G Oh. On the technical log, there's extensive listing of disconnected & connected throughout, hence why I'm experiencing intermittent service. As with intermittent, the hub colour changes from the AQUA, GREEN, FLASHING, YELLOW and back again to resting AQUA throughout day & night. I have, on occasion restarted the Smart Hub over the past 4 days. Normal service resumes but temporary until another disconnect/reconnect. I also hear the 'clicks' from the Hub. I was hoping it would right itself over a few days but it's actually worse with intermittent disconnect/reconnect.

Are you requesting these logs? If so, in what method? As an attachment to these messages or? Are you requesting my home IP?

Re: Intermittent Internet

Dookss — Tue, 04 Oct 2022 22:49:04 GMT

The first part of the Gateway is 172.16.

I keep losing connection whilst even conversing with you on the community!

Re: Intermittent Internet

XRaySpeX — Tue, 04 Oct 2022 22:54:21 GMT

Just what I asked for. I'm not interested in the Tech Log at this stage. They are almost always just a matter of repetitious Down/Up when it's not working.

Use the Camera icon above your text to upload an image file to here.

Re: Intermittent Internet

Dookss — Tue, 04 Oct 2022 23:00:23 GMT

I take it I need to try to call 150 tomorrow then? I tried 'HELP' to 60071 but of course, outside hours, earlier on! Which led me to contact community.

Re: Intermittent Internet

XRaySpeX — Tue, 04 Oct 2022 23:04:11 GMT

You could or you can answer my Qs now. It's entirely your choice.

Re: Intermittent Internet

Dookss — Tue, 04 Oct 2022 23:05:36 GMT

Are you requiring more detail from me?

Re: Intermittent Internet

XRaySpeX — Tue, 04 Oct 2022 23:09:30 GMT

Yes, what I asked you for in my 1st post & have been eagerly awaiting.

Re: Intermittent Internet

Dookss — Tue, 04 Oct 2022 23:15:24 GMT

Do you mean - 'Obscure your names & any digits in the BB Username but post the 1st 2 parts of the IP addy. This will tell us at which stage EE have got to.' ?

I'm a bit lost as to your requirements exactly?
A photo of the Advanced Settings>Broadband>Internet page? But you wish me to edit it to remove my BB user name and?

Re: Intermittent Internet

XRaySpeX — Tue, 04 Oct 2022 23:20:00 GMT

I mean all of it incl. the bit you just quoted but not limited to that. The most important request precedes that quote.

I use Windows' Paint to obscure things.

Re: Intermittent Internet

Dookss — Tue, 04 Oct 2022 23:39:35 GMT

So far, I have given you the first part of the default gateway - is that what you asked for? If I send a photo of BB>Internet page I am viewing (when it doesn't disconnect!) then it's a full list of:

Connection Status
Connection Information
TCP/IP information

There's no personal details other than the BB user name & ... password. Do you wish for me to hide the full default gateway and some of the DNS? So, you just want this photo with only the first parts of the default gateway and DNS? That's what I'm not sure about in terms of your request? I'm being delayed in replying, due to my situation here! I'll attach what I think you've asked for but you'll have to explain further what else you need as I have I looked through and do not see what else I have omitted?

Re: Intermittent Internet

XRaySpeX — Wed, 05 Oct 2022 05:34:53 GMT

Thanks, that's what I'm after. I'm just seeking info on state of your BB for the mo'

What about landline phone? Have you tested it?

Re: Intermittent Internet

Dookss — Wed, 05 Oct 2022 11:02:58 GMT

Hello,

i don't have a landline phone service, per se.

I have a handset that I can plug in for testing purposes. If I plug in the phone to the existing telephone socket on the BT Open Reach Master Socket 5C (MK4) there is no dial tone.
Obviously, if I dial 1470 17070, nothing happens.

Re: Intermittent Internet

XRaySpeX — Wed, 05 Oct 2022 13:37:59 GMT

It's not "per se". You might have had EE Fibre with Landline but you bought EE's "Fibre Without Landline (sic)". This makes proper diagnostics difficult.

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?

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?

Re: Intermittent Internet

Dookss — Wed, 05 Oct 2022 13:56:21 GMT

I have BT Open Reach coming next Tuesday.

Re: Intermittent Internet

pip11 — Wed, 05 Oct 2022 14:30:54 GMT

No such company as BT Open Reach. It will be Openreach who will attend.

Re: Intermittent Internet

Dookss — Wed, 05 Oct 2022 14:38:08 GMT

I didn't realise my conversation was so scintillating for a correction - I stand so... 🤣

Re: Intermittent Internet

XRaySpeX — Wed, 05 Oct 2022 14:50:09 GMT

It's more like :

Openreach a BT Group Business 🙂

Re: Intermittent Internet

pip11 — Thu, 06 Oct 2022 11:32:17 GMT

@XRaySpeX As can be said for EE.