topic Re: Continuous broadband drop-outs in Broadband & Landline

Continuous broadband drop-outs

RR2000 — Sun, 18 Feb 2024 07:48:29 GMT

Looking to see if anyone is experiencing this, and if I need to ask for a new router

we joined EE early feb, and ever since there has been a few drop offs everyday. The drop offs last for a minute and the LAN light goes off on the ONT, other 2 lights stay green. When the line was first installed this same patttern of turning off happened immediately after the installation for 20 minutes and the engineer said it was due to updates which made sense and is fine. But if these drop offs since installation is still update related then why do they happen without a schedule or warning? We have 3 people working from home so can’t really afford these drop offs, have already had some during meetings and made work a nightmare. We moved from TT standard fibre, and when this EE broadband works its a lot bettter, but right now it’s very inconsistent which I can’t afford. Let me know if anyone can give any insights and if you need anymore info to do so

Re: Continuous broadband drop-outs

Danger88 — Sun, 18 Feb 2024 11:58:48 GMT

Hi,

I have been experiencing the same thing for the last 2-3 weeks. Drops off for a few minutes and intermittently comes back on.

As im typing this message it was happening again.

The weird thing is when it does come back on I go back to a really good speed.

I use 2 wifi smart plus boxes to strengthen the signal as I have a large house with 3 floors, maybe that is a possible cause?

Im probably going to give them a ring to get someone out but it will be difficult as it happens intermittently and they will most likely say “everything is looks fine” which is true most of the time

my speed is 1.6gb ysing the Mesh 6 hub and 2 smart wifi boxes

Re: Continuous broadband drop-outs

Mustrum — Sun, 18 Feb 2024 14:13:16 GMT

@RR2000 that sounds like the ONT is losing its connection to the router - the LAN LED can flash with traffic.

Are you using the correct spec cable between the ONT and router and have you tried another?

Have you spoken with the Broadband Care Team?

https://ee.co.uk/contact-ee/technical-support/broadband-landline

Re: Continuous broadband drop-outs

RR2000 — Sun, 18 Feb 2024 19:15:36 GMT

Have been using the cable that came with the router, think cat5e so fine for me (300mbps). Although I've just changed to a better full copper cat6a cable just in case it was an issue with the provided cable. After changing cables it dropped out about an hour but only for 30 seconds. might try rebooting the modem tomorrow when no one's using the internet

I'll give the care team a call tomorrow as well, assuming they will ask to go through the steps I've tried already so hopefully will help speed up the process

Re: Continuous broadband drop-outs

Mustrum — Sun, 18 Feb 2024 19:40:18 GMT

@RR2000 it is not your product speed, the connection speed between the ONT and router is 1Gbps, but yes Cat5e should be ok with that.

If you are able to log into the router and go to the advanced section and then technical log you make get some more info on the frequency and cause of the drops - but it would no doubt still need further investigation and possible engineer visit.

Hopefully the Broadband Care Team can get it sorted out quickly.

Re: Continuous broadband drop-outs

RR2000 — Mon, 19 Feb 2024 18:23:12 GMT

So called the care team and apparently there’s a fault on the external side which the ‘supplier’ will have to fix. Estimated fix by Thursday although not guaranteed. Guess I just wait till then and hope internet doesn’t drop out for anymore meetings

@Danger88 worth a call if you haven’t already to get it in their system in case same issue as mine

Re: Continuous broadband drop-outs

Mustrum — Mon, 19 Feb 2024 21:30:28 GMT

@RR2000 thanks for the update, hope it gets sorted sooner than later.

Good advice - always good to talk!

Re: Continuous broadband drop-outs

Danger88 — Mon, 19 Feb 2024 22:31:03 GMT

@RR2000 Thanks I will give them a call tomorrow and see how I get on.

Hopefully we can both report back with a positive outcome!

Re: Continuous broadband drop-outs

RR2000 — Sun, 03 Mar 2024 16:47:02 GMT

Hey @Danger88 Have you had any luck so far?

Just wondering as my issues have gotten worse in fact… called again today and the agent said they’ll pass onto Openreach so same thing as few weeks ago. which is fine but surely there should be a fixed ETA on this? Been a month now with the new internet and have had issues since, starting to regret the move to be honest constant dropouts during meetings and unsaved work sessions and haven’t been given something like a 4g backup while they fix whatever the issue is

Re: Continuous broadband drop-outs

RR2000 — Thu, 07 Mar 2024 18:10:16 GMT

Does anyone know how hard EE make it to leave their contracts. Only 2 months into a 2 year contract but it’s been dreadful. I’ve had a fault open since day 1 and have made plenty of calls so would that be enough for them to accept me leaving without exit fee or do I need to make formal complaints and whatnot

Re: Continuous broadband drop-outs

Chris_B — Thu, 07 Mar 2024 18:58:14 GMT

@RR2000 What’s the fault? It’ll help to say. Has an engineer been out to try and resolve the fault?

Re: Continuous broadband drop-outs

RR2000 — Thu, 07 Mar 2024 19:11:59 GMT

the issue is constant broadband dropouts, about 5-10 times a day. apparently an issue with openreach’s side. I have another post for it so didn’t mention it as would probably be told to contact the support guys which I did. I asked for an engineer but they said they’ll have to do their checks first (been a month of this?). Todays been particularly bad

we have 3 people working from home, if it was just me I could maybe take the hit but I got family members questioning why we left (from talktalk standard fibre to EE full fibre) hence if possible to leave without a fee if the fault doesn’t fix soon then I’d probably take that option. Would also be nice if they would offer a 4g backup in the meantime, but they haven’t and said I’d have to pay, as if I’m not already paying for a not so fully functional broadband already. Obviously I understand some of this is out of EE’s hand, but I feel they could be taking steps to help like that 4g backup but haven’t. Hope that clarified further

Re: Continuous broadband drop-outs

Mustrum — Thu, 07 Mar 2024 19:20:17 GMT

@RR2000 your post does not seem to align with your previous posts. You never did add much detail other than a major fault.

You need to allow EE a reasonable time to rectify a fault and to co=operate with fault finding. You should not need to raise a formal complaint, although it wont do any harm.

Have you had multiple faults, or is it the same one from day 1?

Have you asked if you can leave when you speak to the care team?

Re: Continuous broadband drop-outs

RR2000 — Thu, 07 Mar 2024 19:46:04 GMT

Not sure what doesn’t align here, and not sure what extra details you’d need, happy to give it but no one’s asked and it’s as I say - continuous drop outs since the day I started the service. LAN light on modem goes off, routers says dsl connection lost, and after a minute both go back on

i agree with allowing a reasonable time to fix the cause - I work in tech so I know a lot about when an issue seems easy but can be difficult to find the issue. But this has been going on for over a month, and as I mention since the first day. Something as simple as a 4g backup would at least allow me to work without that much worry even if it’ll be a lot slower

in terms of the fault, I got a notification last week that the fault was resolved - even thought the drop out issue is still around. So I called again and they said they found another fault, whether same one and they accidentally closed the original one I have no idea but there’s that

im expecting a call tomorrow from their engineer so will call the care team after about the leaving without a fee, just posted to see if anyone had an answer already so I knew what to expect

Re: Continuous broadband drop-outs

AjS1980 — Fri, 08 Mar 2024 14:17:23 GMT

I have this exact thing. Joined feb23 after leaving 3 other providers for the same reason now at least 3 - 4 times a day it drops knocking everyone off. I have two home workers with one losing all his work due to it.

past experience with other providers you could get an online run through, troubleshooting etc, but unfortunately finding this is not available with EE and tied in for another year so can’t just look to go elsewhere!!

Re: Continuous broadband drop-outs

Danger88 — Fri, 08 Mar 2024 19:57:26 GMT

Hey, I spoke to them on live chat and they said they "would take a look at the 'network' and make some adjustments" but they never told me if they found anything or not. However, since then I have not noticed any drop outs. I also have the EE 4g back up too. So I think I have been lucky but will continue to monitor as I still don't 100% trust that it has been resolved yet.

Sorry to hear you are still having problems, what I would do is the next time it drops (and I know this is hard to do as it can be a few seconds some times) is to take a video of your laptop showing the internet not working, then a speed test on fast.com and if possible at the same time log in to your router and show them the date they usually ask for from that.

They should send out an engineer and you can show him all this too.

One last thing is to have a wired connection on your laptop or desktop and test that when it drops on the wifi on your phone, that might be able to pin point the issue to just being the wifi boxes or the extenders

Re: Continuous broadband drop-outs

Elliot1983 — Tue, 12 Mar 2024 17:18:54 GMT

Hi, switched from BT to EE a few weeks ago and getting quite a few wi-fi drop outs. I have one booster set up along with the hybrid connect but when the drop outs happen it takes at least 5 mins for wi-fi to be restored. Not ideal to be honest as I'm working from home. They seem very random and can happen at any time of day. Have a home tech expert coming out later this week but reading this forum my hopes aren't high for the situation to be resolved. Not really sure what I can do either as i'm probs now tied into a 24 month contract.

Re: Continuous broadband drop-outs

scottiejambo — Tue, 07 May 2024 14:56:51 GMT

You wont need to worry about being tied into a 24 month contract as your service could be described as not fit for purpose!

Re: Continuous broadband drop-outs

PeterP3 — Wed, 17 Jul 2024 11:19:56 GMT

I have exactly the same problem. Only down for a minute or so but that long enough to lose my work. I'm meant to have full fibre but it seems its copper to fibre.

Re: Continuous broadband drop-outs

RR2000 — Wed, 17 Jul 2024 12:09:36 GMT

Not sure it’s a solution that fits all, but a replacement router was sent which sorted the dropout issue. Seems to be happening to a lot of people so would be surprising if they’re sending out this many faulty routers