topic Re: My Broadband keeps dropping out in Broadband & Landline

My Broadband keeps dropping out

nukis — Sat, 05 Nov 2022 15:47:46 GMT

My broadband keeps cutting out every 20 minutes and can't maintain a stable connection. I try to use the 60071 to test the connection but I'm using the broadband without landline so unable to do so.

Re: My Broadband keeps dropping out

XRaySpeX — Sat, 05 Nov 2022 16:17:01 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: My Broadband keeps dropping out

nukis — Sat, 05 Nov 2022 16:37:42 GMT

The BB drops out as a whole

Product name Smart Router
Software version v0.05.00.03231-EE (Wed Mar 23 15:08:41 2022)
Board version R01
GUI version 1.56 15_02_2019
DSL uptime 0 days 0 Hours 3 Mins 47 Secs
Data rate 15.4 Mbps / 159.0 Mbps
Maximum Data rate 15.6 Mbps / 177.9 Mbps
Noise margin 3.1/4.1
Line attenuation 0.0/36.2
Signal attenuation 0.0/36.2
VLAN id 101
Upstream error control Off
Downstream error control Off
Data sent / received 2.3 MB Uploaded / 43.6 MB Downloaded
2.4 GHz wireless channel Smart (Channel1)
5 GHz wireless channel Smart (Channel44)
Wireless Security WPA2 (Recommanded)
Wireless mode Mode 1
Firewall On
Software variant -
Boot loader 0.1.7-EE (Fri Sep 20 18:43:31 2019)

Re: My Broadband keeps dropping out

Mustrum — Sat, 05 Nov 2022 20:53:57 GMT

@nukis are you going to post the rest of the information requested?

Re: My Broadband keeps dropping out

nukis — Sat, 05 Nov 2022 22:01:09 GMT

https://www.thinkbroadband.com/speedtest/1667684813769864155

Re: My Broadband keeps dropping out

XRaySpeX — Sun, 06 Nov 2022 01:19:30 GMT

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?