topic Re: Broadband keeps dropping frequently, logs say DSL Link Down many times a day in Broadband & Landline

Broadband keeps dropping frequently, logs say DSL Link Down many times a day

lmeikle80 — Sat, 23 Sep 2023 17:26:34 GMT

My broadband keeps dropping, its fairly frequent at random times in the day. For example looking at the logs I can find 46 instances of 'DSL Link Down' over the last 3 days.

I've tried moving my router, changing the micro filter and plugging directly into the hidden test socket - nothing makes any difference. Is there anything else I can try?

Here are my Full Router Stats:

Product name:Smart Hub

Firmware version:v0.08.03.07252-EE

Firmware updated:Mon Aug 14 02:34:38 2023

Board version:01

DSL uptime:0 Days, 20 Hours, 49 Mins, 22 Secs

Data rate:5.00 Mbps / 35.00 Mbps

Maximum data rate:9.09 Mbps / 60.44 Mbps

Noise margin (up/down):10.7 / 13.1

Line attenuation (up/down):24.0 / 19.0

Signal attenuation (up/down):22.8 / 19.0

Data sent / received:520.0 MB / 6.5 GB

2.4 GHz wireless network name:EE-Hub-6uHw

2.4 GHz wireless channel:Smart (Channel 1)

5 GHz wireless network name:EE-Hub-6uHw

5 GHz wireless channel:Smart (Channel 48)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

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

And Broadband Availability Checker:

Please can you help?

Re: Broadband keeps dropping frequently, logs say DSL Link Down many times a day

Mustrum — Sat, 23 Sep 2023 17:43:51 GMT

@lmeikle80 given the steps you have already taken I would get in touch with the Broadband Care Team - I suspect you need an engineer to sort your line.

Contact us about your broadband and landline

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

Charges 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 minutes to book a slot.
If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

Opening hours:
Monday to Friday, 8am to 9pm
Saturday and Sunday, 8am to 8pm

Call us

We’re open every day:
Monday to Friday, 8am to 9pm
Saturday and Sunday, 8am to 8pm

Call from your EE mobile

150

See call costs

Call from a landline or another provider

0330 123 1105

Re: Broadband keeps dropping frequently, logs say DSL Link Down many times a day

XRaySpeX — Sat, 23 Sep 2023 19:14:24 GMT

Your BB is running much slower than would be expected & looks like it has been banded.

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?

Re: Broadband keeps dropping frequently, logs say DSL Link Down many times a day

lmeikle80 — Sun, 24 Sep 2023 20:02:09 GMT

Thank you very much for your help - I contacted them and they are sending an engineer 🙂

Re: Broadband keeps dropping frequently, logs say DSL Link Down many times a day

Mustrum — Sun, 24 Sep 2023 20:10:12 GMT

Hope you are not having too long to wat for the engineer, and thanks for letting us know.