topic Re: Broadband keeps disconnecting in Broadband & Landline

Broadband keeps disconnecting

debus68 — Thu, 25 Apr 2024 21:29:45 GMT

Hello there, Our Wi-Fi keeps disconnecting and randomly going down to 34 mbps from anywhere in the range of 64-75mbps. As 34mbps is below our stay fast guarantee of 50mbps and we very often see this I don't think our broadband is doing what it should be doing. We disconnect at least once every day sometimes every 2 days, it seems to be very random and also the network going down to 34mbps is also very random as it doesn't happen every time. I don't think we should have to put up this bearing in mind how expensive our package is compared to what we get and how inconsistent it is.

Re: Broadband keeps disconnecting

XRaySpeX — Thu, 25 Apr 2024 21:37:12 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. 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: Broadband keeps disconnecting

debus68 — Thu, 25 Apr 2024 21:57:36 GMT

Hi there, thank you for the fast response.

Re: Broadband keeps disconnecting

debus68 — Thu, 25 Apr 2024 22:55:02 GMT

https://www.thinkbroadband.com/speedtest/1714085448431566755

The wifi is currently at normal speeds though, if you need screenshots of the 34 mpbs when it randomly decides to drop I have multiple speed tests saved from the speed test app dating all the way back from when we were on BT.

Re: Broadband keeps disconnecting

XRaySpeX — Thu, 25 Apr 2024 23:02:14 GMT

Well, you're getting 68 Meg at present which is in line with expectations & the speedtest.

Is that speedtest over WiFi or Ethernet?

I'd only be interested in seeing the router stats at the time the speed drops.

Re: Broadband keeps disconnecting

debus68 — Fri, 26 Apr 2024 01:01:04 GMT

Ethernet, connected straight to the hub via the first port

Re: Broadband keeps disconnecting

debus68 — Fri, 26 Apr 2024 16:36:51 GMT

Hi, the internet has just gone off 3 times in the space of about 10 minutes, it is now back down to 35 mbps. I will attach all the same images as last night but now with the low speed which is below our stay fast guarantee.

Re: Broadband keeps disconnecting

debus68 — Fri, 26 Apr 2024 16:41:42 GMT

https://www.thinkbroadband.com/speedtest/1714149491740337455

Re: Broadband keeps disconnecting

XRaySpeX — Fri, 26 Apr 2024 17:51:24 GMT

Yes, you're right ! Your raw BB sync speed has plummeted to 35 Meg.

Do you have a landline phone?

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 disconnecting

debus68 — Sat, 27 Apr 2024 09:52:24 GMT

that’s whats behind the 2 clips when you take off the bottom half of the faceplate

Re: Broadband keeps disconnecting

debus68 — Tue, 30 Apr 2024 13:12:09 GMT

@XRaySpeX any advice on what to do further from this as the issue is still on going

Re: Broadband keeps disconnecting

XRaySpeX — Tue, 30 Apr 2024 13:41:06 GMT

I'm still awaiting answers from you of my previous post.

Re: Broadband keeps disconnecting

debus68 — Tue, 30 Apr 2024 14:08:34 GMT

i believe in that photo i sent our test is covered so i don’t believe that it can be used.

Re: Broadband keeps disconnecting

XRaySpeX — Tue, 30 Apr 2024 14:12:27 GMT

I asked more Qs than just seeking a photo of your phone socket - so far unanswered.

Re: Broadband keeps disconnecting

debus68 — Tue, 30 Apr 2024 14:14:54 GMT

we do have a landline phone, it’s on pay as you go as we do not use it at all, but as you said to plug the phone into the test socket and ring the quiet line, will we be charged for making the call, and if so does that clear plastic cover in the photo come off as do not want to break the socket.

Re: Broadband keeps disconnecting

XRaySpeX — Tue, 30 Apr 2024 14:20:38 GMT

The QLT is free to call. You plug your phone in the test socket that is in the middle just below the OR top half. The clear plastic cover doesn't come into it.

Re: Broadband keeps disconnecting

debus68 — Tue, 30 Apr 2024 14:30:20 GMT

i plugged the phone into the socket, it rings for a couple of seconds and then makes and beeping noise for about 20 seconds and then it goes quiet and makes a clicking noise every half second.

Re: Broadband keeps disconnecting

XRaySpeX — Tue, 30 Apr 2024 14:39:10 GMT

Doesn't it announce "Welcome to OR Line Test facilities", then you press '2', then "Quiet line test" announced every 20 secs?

Re: Broadband keeps disconnecting

debus68 — Tue, 30 Apr 2024 14:40:26 GMT

no the call did not say anything, i keyed in 17070 you hear a dial noise for a couple of seconds, then that’s when it just goes to the beeping noise and then the quiet clicking noise afterwards.

Re: Broadband keeps disconnecting

debus68 — Tue, 30 Apr 2024 14:41:47 GMT

even with the phone connected how it is usually, it also does this when you call the number.