topic Significant collapse in internet service in CB4 in Broadband & Landline

Significant collapse in internet service in CB4

EleanorN — Tue, 25 Oct 2022 21:13:12 GMT

We live in CB4 and over the last 2 weeks have seen a significant fall in our level of internet - in evenings we often have no connection at all (I have only been able to log on new by turning my phone off wifi) and when we do have connection our speed is 1-3mp per hour. Any idea about what is going on? Or are others experiencing this terrible service too?

Re: Significant collapse in internet service in CB4

Mustrum — Tue, 25 Oct 2022 21:43:50 GMT

@EleanorN you would be very lucky to get a response on here from anyone in your area, unless there were significant issues. Most faults are limited to individual lines.

Have you reported your problems to the Broadband Care Team? Details in the following help page.

https://ee.co.uk/contact-ee/account-billing/broadband-landline

Re: Significant collapse in internet service in CB4

XRaySpeX — Tue, 25 Oct 2022 21:58:49 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.