topic Poor connection all the time in Broadband & Landline

Poor connection all the time

CurlyC — Mon, 09 Oct 2023 19:20:13 GMT

Hello! Just looking for some advice here, not sure if I’m wasting my money on a little white box to sit in the corner of my house to sit on the amber light every time I try and use my laptop for emails.

I have been a home broadband customer with EE since June/July time and I have only ever had poor connection all the time. I cannot use any device now without the connection dropping out or having to connect it to the hotspot on my mobile phone. I get faster connections sticking with my data (Three) than even an ethernet connection with my laptop.

I’m becoming extremely frustrated as I use my email a lot on my laptop for work purposes and it’s impossible to even get the main page loaded most of the time.

Any help, please!? Makes me want to throw the broadband box out the window 😞

Re: Poor connection all the time

Mustrum — Mon, 09 Oct 2023 19:47:24 GMT

Hi @CurlyC what service and what router do you have?

It sounds as you have a fault which needs looking at. If you are able to provide some more info we should be able to help you on here, or you may prefer to give the Broadband Care Team a call. More details https://ee.co.uk/contact-ee/account-billing/broadband-landline

If you are able to post the results from the BTW Checker https://www.broadbandchecker.btwholesale.com/#/ADSL obscuring your phone number, or use the address check if you don't have a phone we will have a better idea of what services are available to you.

Re: Poor connection all the time

XRaySpeX — Mon, 09 Oct 2023 22:21:30 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.