topic EE Broadband Router Periodically Cutting Out in Broadband & Landline

EE Broadband Router Periodically Cutting Out

Louioo — Mon, 08 Apr 2024 11:45:05 GMT

Hey,

I've noticed recently that during the day, and random occassions at night, my EE Broadband Router will cut out and go from a solid green light, to a flashing orange light before turning back to orange and then solid green. I am not sure what is causing these issues, but it is very annoying given that every time I do the SMS Help option, I get told it's a BT issue and then subsequently there is no issue.

There are no patterns in this activity, it is completely random. The signal cuts out for about 5 minutes then restarts itself. From what I can see, there is no clear works taking place in my area and I am the only person living in the property, so it isn't even to do with extreme heavy usage etc.

Re: EE Broadband Router Periodically Cutting Out

Mustrum — Mon, 08 Apr 2024 12:09:05 GMT

@Louioo jave you spoken to the Broadband Care Team to get more information on the problem and what can be done about it?

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.

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Re: EE Broadband Router Periodically Cutting Out

Louioo — Mon, 08 Apr 2024 12:33:05 GMT

I've used the SMS help thing multiple times, to which the response is "We can see your line is provided by BT..." then I do another refresh and they say the line is fine, when it clearly isn't.

I haven't spoken to anyone over the phone just yet, because I don't have the time to be waiting all day to speak to someone, but it is my next option to try to resolve this.

Re: EE Broadband Router Periodically Cutting Out

XRaySpeX — Mon, 08 Apr 2024 14:40:46 GMT

Which EE BB plan have you? Which router?

Re: EE Broadband Router Periodically Cutting Out

JasonN71 — Wed, 29 May 2024 08:50:16 GMT

Hi,
I too am experiencing the same issue. Broadband cut out four times last night. Service status kept saying 'connection good', but clearly wasn't.

Same thing you described, "EE Broadband Router will cut out and go from a solid green light, to a flashing orange light before turning back to orange and then solid green"

Did you phone EE to see what the problem was? I haven'r contacted them yet.

Thanks

Re: EE Broadband Router Periodically Cutting Out

Mustrum — Wed, 29 May 2024 09:12:15 GMT

@JasonN71 The flashing orange would suggest a line problem. If it continues then a call to the Broadband Care Team will get an investigation started and engineer out if needed.

Re: EE Broadband Router Periodically Cutting Out

Danielmcg2020 — Thu, 06 Jun 2024 10:02:07 GMT

Defective smart hub.

Re: EE Broadband Router Periodically Cutting Out

DD1172 — Wed, 07 Aug 2024 18:12:08 GMT

I had the exact issue. All the EE technical helpline would do is reset the device but the problem persisted. Eventually I took it into an EE store and asked them to check it. They reported 2 weeks later that they had to replace the motherboard ( under warranty) and updated the firmware. Worked well after that.