topic Re: Broadband keeps going off in Broadband & Landline

Broadband keeps going off

Ceedee1 — Sun, 20 Aug 2023 10:14:06 GMT

For the past week or so, my broadband keeps going off. I either have no lights on my hub or the lights are yellow. Once I unplug it or turn the power button off and on again, it's fine. But a few hours later, it will go off again. It is the internet connection and not just the wifi.

So I am waking up to no internet and coming home from work to no internet. Very frustrating when I have CCTV connected to it via ethernet.

Re: Broadband keeps going off

Mustrum — Sun, 20 Aug 2023 10:35:46 GMT

@Ceedee1 is this for full fibre or do you still have a phone line? If so is that working ok?

Have you contacted the Broadband Care Team?

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

Re: Broadband keeps going off

Ceedee1 — Sun, 20 Aug 2023 11:42:03 GMT

I don't have full fibre as I can't have it in my house. I don't have a landline so can't check that unfortunately.

Like I say, when I restart the router it's fine. Sometimes for a day, sometimes for just a few hours. I haven't contacted EE yet as I know they'll just tell me to start the router and of course, it then works.

I have been told previously that the phone line into my house is old and wouldn't cope with the capacity of fibre, which is why I don't have it. Apparently it's down to BT to replace the line which they won't do because it does kind of work and it will cost to much to replace 🙄

Re: Broadband keeps going off

Mustrum — Sun, 20 Aug 2023 12:15:12 GMT

@Ceedee1 ok, are you able to post the results from the DSL checker - ideally use your phone number, if not your address but then we would also need to see your router stats.https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Broadband keeps going off

Ceedee1 — Sun, 20 Aug 2023 14:33:07 GMT

I don't have a landline and no idea how to access the other information the link asks for.

Re: Broadband keeps going off

Mustrum — Sun, 20 Aug 2023 14:48:53 GMT

@Ceedee1 then alas I don't think there is much I can help you with.

The sooner you contact the Broadband Care Team, the sooner the problem can get looked at and get fixed.

They should be able to test your line and look at your speeds, as well as look at the amount of outages you have had and arrange appropriate action.

But knowing your address and how to log into your router to keep an eye on events and speeds would help get your problem fixed quicker.

Re: Broadband keeps going off

Ceedee1 — Sun, 20 Aug 2023 17:17:07 GMT

It doesn't ask for my address. It asks for my landline, which I don't have, an access ID line and a UPRN, both of which I have no idea what these are.

Re: Broadband keeps going off

Mustrum — Sun, 20 Aug 2023 17:33:19 GMT

@Ceedee1 you appear to be using a mobile phone. You would need to change it to Desktop mode, or use a PC/Laptop. Or indeed you could ring the Help Desk as already suggested.

The pic below is what you should see.

Re: Broadband keeps going off

XRaySpeX — Sun, 20 Aug 2023 18:44:26 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.
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. 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 keeps going off

Ceedee1 — Sun, 20 Aug 2023 19:28:22 GMT

Re: Broadband keeps going off

Mustrum — Sun, 20 Aug 2023 19:40:21 GMT

@Ceedee1 thanks for the extra info.

It would appear that your line has not been dropping enough for DLM to reduce your speeds.

It also shows you already have Fibre - to the cabinet - FTTC.

But also you can get full fibre.

No one on here has account access, so you really do need to give the Care Team a call - a new router may help, or there may be a loose connection somewhere on the line.

But given you don't use a phone, an upgrade to full fibre, along with a new router will give you more speed, reliability for a similar cost, with the option to go for faster speeds.

Re: Broadband keeps going off

Ceedee1 — Sun, 20 Aug 2023 19:45:57 GMT

Thanks for the reply.

I was previously told by EE that although there is fibre available to my house, there would be no point in getting it as the speed wouldn't increase due to the line needing replacement. To be honest, for what I use the internet for, I don't really need it faster. I would just like it to stop disconnecting. I will give the care team a call tomorrow and get them to check for loose connections.

Re: Broadband keeps going off

Mustrum — Sun, 20 Aug 2023 20:00:41 GMT

@Ceedee1 at the moment you have fibre to the cabinet, then a copper line to your property. Depending on how old the property is, and the distance to the cabinet, as well as a few other bits like if your copper is running over poles or underground and so on, determines the speed you get, but also how reliable the service is.

Fibre direct to your property is more reliable, so although a new line is needed, it is well worth considering. In many areas the old copper network is no longer supported, indeed in your area fibre is prioritised - meaning you may not have a choice to stay on copper for too much longer. So there is very much a point to get fibre, and you would get the speed you pay for, not one determined by the distance to the cabinet.

Good luck when you speak to them.