topic Re: Smart hub keeps disconnecting in Broadband & Landline

Smart hub keeps disconnecting

Cdig94 — Tue, 18 Oct 2022 19:01:51 GMT

Hi,

My EE Smart Hub keeps disconnecting and the WiFi keeps cutting out.

This happens every couple of hours or so and the light normally goes from blue to green.

Does anyone know how to fix this as it has been happening more frequently now for the last 3 weeks.

Re: Smart hub keeps disconnecting

XRaySpeX — Tue, 18 Oct 2022 19:33:35 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. 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: Smart hub keeps disconnecting

Cdig94 — Tue, 18 Oct 2022 19:17:04 GMT

Every time I try to go onto my SmartHub it fails to load

Re: Smart hub keeps disconnecting

Cdig94 — Tue, 18 Oct 2022 19:31:04 GMT

I've managed to access it now:

Product name: Smart Hub

Serial number: +EEH001+2051011288

Firmware version: v0.06.01.08190-EE

Firmware updated: Tue Oct 12 01:07:31 2021

Board version: 01

DSL uptime: 0 Days, 0 Hours, 0 Mins, 56 Secs

Data rate: 10.00 Mbps / 56.43 Mbps

Maximum data rate: 13.86 Mbps / 56.61 Mbps

Noise margin (up/down): 9.5 / 6.0

Line attenuation (up/down): 21.8 / 16.2

Signal attenuation (up/down): 21.7 / 16.2

Data sent / received: 6.4 MB / 10.6 MB

Broadband username: PRODUCTIONHQNUN57803125@fs

2.4 GHz wireless network name: EE-Hub-zd2j

2.4 GHz wireless channel: Smart (Channel 6)

5 GHz wireless network name: EE-Hub-zd2j

5 GHz wireless channel: Smart (Channel 48)

Wireless security: WPA2

Wireless mode: Mode 1

Firewall: Default

Re: Smart hub keeps disconnecting

Cdig94 — Tue, 18 Oct 2022 19:42:45 GMT

I've managed to access it now

Product name: Smart Hub

Serial number: +EEH001+2051011288

Firmware version: v0.06.01.08190-EE

Firmware updated: Tue Oct 12 01:07:31 2021

Board version: 01

DSL uptime: 0 Days, 0 Hours, 0 Mins, 56 Secs

Data rate: 10.00 Mbps / 56.43 Mbps

Maximum data rate: 13.86 Mbps / 56.61 Mbps

Noise margin (up/down): 9.5 / 6.0

Line attenuation (up/down): 21.8 / 16.2

Signal attenuation (up/down): 21.7 / 16.2

Data sent / received: 6.4 MB / 10.6 MB

Broadband username: PRODUCTIONHQNUN57803125@fs

2.4 GHz wireless network name: EE-Hub-zd2j

2.4 GHz wireless channel: Smart (Channel 6)

5 GHz wireless network name: EE-Hub-zd2j

5 GHz wireless channel: Smart (Channel 48)

Wireless security: WPA2

Wireless mode: Mode 1

Firewall: Default

Re: Smart hub keeps disconnecting

Cdig94 — Wed, 19 Oct 2022 08:39:57 GMT

Please see latest info below:

1. Router Stats

Product name: Smart Hub

Serial number: +EEH001+2051011288

Firmware version: v0.06.01.08190-EE

Firmware updated: Tue Oct 12 01:07:31 2021

Board version: 01

DSL uptime: 0 Days, 0 Hours, 19 Mins, 55 Secs

Data rate: 10.00 Mbps / 55.00 Mbps

Maximum data rate: 14.70 Mbps / 56.24 Mbps

Noise margin (up/down): 9.6 / 6.2

Line attenuation (up/down): 21.8 / 16.2

Signal attenuation (up/down): 21.8 / 16.2

Data sent / received: 30.6 MB / 271.9 MB

Broadband username:

2.4 GHz wireless network name:

2.4 GHz wireless channel: Smart (Channel 1)

5 GHz wireless network name:

5 GHz wireless channel: Smart (Channel 48)

Wireless security: WPA2

Wireless mode: Mode 1

Firewall: Default

MAC address: 30:B1:B5:12:E7:23

Software variant: -

Boot loader: 0.0.3-EE (Mon Dec 4 17:32:53 2017)

2. BT Wholesale Broadband Availability Checker

Address on Exchange is served by Cabinet 19

Re: Smart hub keeps disconnecting

XRaySpeX — Wed, 19 Oct 2022 15:42:40 GMT

It's running rather slow. I would expect your speeds to be in the 70+ Megs.

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?