topic Broadband drop outs and slowness. in Broadband & Landline

Broadband drop outs and slowness.

TheDarkLord — Thu, 16 Feb 2023 09:14:16 GMT

Hey all.

Im recieving poor service at the moment, i have a sogea connection. I dont expect 100% like i may have in the past when i hosted my own services (Minecraft servers and peer to peer gaming) but i dont really expect multiple disconnect a day. On Monday 13th i had 9 drops.

How do i raise a ticket to get someone to have a look. I know there is a phone number, but i dont have time to sit on the phone currently.

~I should add i run my own equipment, a Vigor v166 and pFsense firewall, but this happened with the standard router/modem. Its in our bedroom and it would wake me up in the night with a click when it drops and the flashing connecting led.

Re: Broadband drop outs and slowness.

XRaySpeX — Thu, 16 Feb 2023 11:05:19 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.
For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

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: Broadband drop outs and slowness.

TheDarkLord — Thu, 16 Feb 2023 11:36:58 GMT

Its deffo not the wifi, I run Uniquity AP's,the issue is internet access.

Feb 16 04:01:54	ppp	11367	[wan_link0] Link: UP event
Feb 16 04:01:54	ppp	11367	[wan_link0] PPPoE: connection successful
Feb 16 04:01:54	ppp	11367	PPPoE: rec'd ACNAME "acc-aln1.gjc"
Feb 16 04:01:48	ppp	11367	[wan_link0] PPPoE: Connecting to ''
Feb 16 04:01:48	ppp	11367	[wan_link0] Link: reconnection attempt 7
Feb 16 04:01:44	ppp	11367	[wan_link0] Link: reconnection attempt 7 in 4 seconds
Feb 16 04:01:44	ppp	11367	[wan_link0] LCP: Down event
Feb 16 04:01:44	ppp	11367	[wan_link0] Link: DOWN event

Re: Broadband drop outs and slowness.

Mustrum — Thu, 16 Feb 2023 12:39:07 GMT

@TheDarkLord Why not get a call back?

https://ee.co.uk/contact-ee/technical-support/broadband-landline

Broadband - text EE for a call back

Text HELP to 60071 (charge may apply at your standard rate)

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 mins to book a slot.
If you don’t need an engineer, our brilliant UK and Ireland based team will call you within 30 mins to help solve your issue.

Monday to Friday 8am - 9pm

Saturday and Sunday 8am - 8pm

Re: Broadband drop outs and slowness.

MikeyBoy28 — Sat, 25 Feb 2023 12:54:12 GMT

60071 doesn’t seem to be working recently. I’ve tried various versions of help, in upper and lowercase, and with our landline number included, but just get not sent in reply. All other texts seem to be working fine. This was a great tool and saved having to fight with the call centre queue.

Re: Broadband drop outs and slowness.

James_B — Sun, 26 Feb 2023 13:44:45 GMT

Hi @MikeyBoy28,

Are you still experiencing the same issue with the text service?

What type of phone are you using?

James

Re: Broadband drop outs and slowness.

MikeyBoy28 — Mon, 27 Feb 2023 09:34:05 GMT

Yes James.

just tried it again on my relatively new Oppo Find X5 which uses Google Messages. Just get “Not sent, tap to try again” and that’s the same response every time I send a message.

Re: Broadband drop outs and slowness.

Leanne_T — Mon, 27 Feb 2023 09:36:31 GMT

I'm sorry to hear this @MikeyBoy28

Please call us on 0800 079 8586 and the team will get this looked into for you.

Leanne 🙂

Re: Broadband drop outs and slowness.

Mustrum — Mon, 27 Feb 2023 09:47:44 GMT

@MikeyBoy28 Does your phone not have an option to send a txt/sms rather than google message?

Re: Broadband drop outs and slowness.

MikeyBoy28 — Mon, 27 Feb 2023 10:56:32 GMT

Dunno Mustrum. I thought that’s what it was doing, but couldn’t find any settings to control things. I’ll have another look.