topic Re: WiFi often keeps disconnecting often in Broadband & Landline

WiFi often keeps disconnecting often

ysm1234 — Fri, 07 Oct 2022 16:30:08 GMT

Hi everyone,

There are a few smartphones/ tablets/ laptops in my house. The laptops connect to the ee WiFi, and have no issues as long as they're on the same floor as the router (router is on ground floor). For the Tablets and smartphones (all Android), the WiFi constantly keeps disconnecting, i.e. will work for some time (sometimes just 5mins, sometimes 35mins) and then randomly disconnect and then reconnect 2mins later. This also happens when I'm near the router. This also happens when the landline is not in use (i.e. the landline therefore plays no role in this issue). Interestingly this has never happened with the laptops. Please can someone advise. If you need any extra info, please reply

Thanks

Re: WiFi often keeps disconnecting often

Jon_K — Fri, 07 Oct 2022 17:07:10 GMT

Hi @ysm1234.

Are you able to go to Settings, WiFi Preferences, then check to see if Auto Switch To Mobile Data is turned on?

This could be causing the devices to switch from WiFi to mobile data.

Jon

Re: WiFi often keeps disconnecting often

ysm1234 — Fri, 07 Oct 2022 17:43:41 GMT

I mainly notice it on a tablet that is WiFi only....

Also, the other devices don't seem to have the issue when connecting to other wi-fi's. if this was the issue it should be across the board that they'll be issues when connecting to any wi-fi that the other devices connect to. Correct me if this is incorrect

Re: WiFi often keeps disconnecting often

Mustrum — Fri, 07 Oct 2022 17:53:36 GMT

@ysm1234 Hi, which router do you have?

Depending on which one, there may be some tweaks you could try to help.

Re: WiFi often keeps disconnecting often

XRaySpeX — Fri, 07 Oct 2022 20:37:40 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 both a wired & a wireless speedtest 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: WiFi often keeps disconnecting often

ysm1234 — Fri, 07 Oct 2022 20:38:36 GMT

Smart hub

Re: WiFi often keeps disconnecting often

XRaySpeX — Fri, 07 Oct 2022 20:40:06 GMT

@ysm1234 wrote:

Correct me if this is incorrect

That is incorrect! It could depend on which WiFi band your devices are connecting to.

Re: WiFi often keeps disconnecting often

XRaySpeX — Fri, 07 Oct 2022 20:42:31 GMT

For the black EE Smart Hub, but not the white EE Smart Router, try separating the wireless bands/SSIDs. On the Advanced > Wireless Settings page of the SH there is a button near the top to Separate the Bands. Turn it ON. Then the 5GHz SSID will appear starting with "5GHz-" & the 2.4 GHz SSID not starting with "5GHz-". Then connect your devices to the 2.4 GHz SSID if they can't do 5GHz.

Re: WiFi often keeps disconnecting often

ysm1234 — Fri, 07 Oct 2022 20:53:55 GMT

https://www.thinkbroadband.com/speedtest/1665175353157231655

Thanks. I don't know if I did a wired speed test aswell, if I didn't, please let me know how to do one.

Re: WiFi often keeps disconnecting often

XRaySpeX — Fri, 07 Oct 2022 20:58:43 GMT

@ysm1234 wrote:

Thanks. I don't know if I did a wired speed test aswell, if I didn't, please let me know how to do one.

By connecting a device by Ethernet to the router.

The wireless speedtest, if it were that, was rather slow.

Re: WiFi often keeps disconnecting often

Mustrum — Fri, 07 Oct 2022 21:10:45 GMT

@ysm1234 for reasons unknown, recent BT Group routers combine 2.4 and 5Ghz SSID's which some devices struggle with. Separating them as described can sort your issues.

You can have two entries in those devices that can see the separated bands and allow the device to connect to the band it prefers.

Give it a go, and let us know how it goes. Shout up if you need more info/help/

Re: WiFi often keeps disconnecting often

ysm1234 — Sat, 08 Oct 2022 10:01:03 GMT

It's not separate at the moment, but for the last few weeks it had been separate. When it was separate, the WiFi disconnecting was no different than now, or maybe even worse, on either channel

Re: WiFi often keeps disconnecting often

ysm1234 — Sat, 08 Oct 2022 10:13:57 GMT

Is slow WiFi anything to do with this issue?

Forgot to mention this in the main post, originally there was an issue with the WiFi that whenever the landline received a phone call, the WiFi would disconnect. Openreach sorted out the issue by separating the landline and WiFi in the master socket, since then the landline/WiFi issue is resolved. This also means that only the master socket can have the router (otherwise I would have "extension routers" - whatever they're called - in other sockets) I don't know if this issue is connected to the current issue.

Not sure where I've put the ethernet cable, how important is it to do the wired test?

Thanks for your help, really appreciate it

Re: WiFi often keeps disconnecting often

Leanne_T — Sat, 08 Oct 2022 12:02:20 GMT

Hi @ysm1234

Have you reported these issues to our Broadband Tech team by calling 0800 079 8586?

Leanne 🙂

Re: WiFi often keeps disconnecting often

Mustrum — Sat, 08 Oct 2022 12:27:35 GMT

@ysm1234 by separated WIFI , can you confirm you had different SSID for the 2.4 and 5 Ghz bands? And if so, was it the 2.4 or 5Ghz you were connected to when you get the problems?

I don't believe your previous issues are related. To get you the best speeds on the router, Openreach installed a filtered master socket, but they do cut out the broadband signal from any other sockets you may have in the property.

Re: WiFi often keeps disconnecting often

XRaySpeX — Sat, 08 Oct 2022 13:01:54 GMT

@Mustrum : When you separate the bands of the SH they are forced to have diff SSIDs, as I indicated in my post about it, cuz the 5 GHz SSID always starts "5GHz-".

Re: WiFi often keeps disconnecting often

ysm1234 — Mon, 10 Oct 2022 10:16:20 GMT

Correct, had issues when connected to both WiFi bands