topic Re: internet drops out every few minutes for a couple seconds. in Broadband & Landline

internet drops out every few minutes for a couple seconds.

reiayanami — Tue, 14 Nov 2023 22:28:11 GMT

I've recently installed the broadband hub and I assumed it was just up to it settling and it'll eventually go away but over the past few hours it keeps getting worse and worse, the WiFi is fine then immediately cuts out for a few seconds and comes back, it wouldn't be such a big deal if it didn't just stop me dead in my tracks when attempting to play games or call friends. does anyone else have this issue or is it a common issue for people who have just set up the broadband hub

Re: internet drops out every few minutes for a couple seconds.

XRaySpeX — Wed, 15 Nov 2023 01:54:50 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: internet drops out every few minutes for a couple seconds.

reiayanami — Wed, 15 Nov 2023 12:19:43 GMT

not sure if its BB or just wifi but we dont have any devices connected to ethernet, only WIFI and this happens somewhat inconsistently but is still occurring enough to be a serious issue, any calls, games, downloads etc just cease to work for a few seconds? maybe a faulty hub? the colors stay the same just on the basic aqua.

Product code:

SH31B

Serial number:

+114403+2317000496

Firmware version:

r1.19.1-R-898041-PROD-83002

Firmware updated:

N/A

GUI version:

1.8.0

DSL uptime:

2 Mins

Data rate:

19.59 Mbps / 72.73 Mbps

Data sent / received:

6.07 MB Uploaded / 13.02 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

Wi-Fi:

N/A

2.4 GHz wireless network name:

EE-9HK85Z

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

EE-9HK85Z

5 GHz wireless channel:

Smart (Channel 100)

Wireless security:

WPA2-Personal

Wireless mode:

Wi-Fi 6 performance

Firewall:

Re: internet drops out every few minutes for a couple seconds.

bobpullen — Thu, 16 Nov 2023 10:29:08 GMT

The DSL uptime of 2 minutes suggests that the actual broadband link is dropping out, unless your screen grab was taken shortly after restarting the hub?