topic Disconnections of 2/3 minutes multiple times a day in Broadband & Landline

Disconnections of 2/3 minutes multiple times a day

aleroot — Sun, 25 Aug 2024 09:30:32 GMT

I have just switched from BT to EE Fibre and I have received a Smart Hub Plus router, now contrary to my old BT service I have started to experience multiple short(2/3 minutes) disconnections from the line every day. Called the support, but couldn't really have an answer to the issue.

Is anyone experiencing those disconnections ? One of the daily disconnection seems to be always at 14:00 ...

I also noticed that contrary to BT broadband where the IP address was changing after just a restart of the router, with the EE Broadband I can see my IP address changing every day...

Re: Disconnections of 2/3 minutes multiple times a day

JimM11 — Sun, 25 Aug 2024 09:39:42 GMT

@aleroot Your IP address should not be changing every day, as you say would normally be on restart only, if you look on the hub manager status what is you uptime showing?

Re: Disconnections of 2/3 minutes multiple times a day

aleroot — Sun, 25 Aug 2024 09:56:00 GMT

Network uptime: 53 Mins
System uptime: 19 Hrs 39 Mins

Re: Disconnections of 2/3 minutes multiple times a day

JimM11 — Sun, 25 Aug 2024 09:59:04 GMT

@aleroot ? are you on the FTTP service full fibre to the home, or FTTC copper last distance, your network has dropped as only showing 53 mins. What is your sync speeds like, same page....

Re: Disconnections of 2/3 minutes multiple times a day

aleroot — Sun, 25 Aug 2024 10:00:28 GMT

I'm on the FTTC copper,

Downstream sync speed:
78.72 Mbps

Upstream sync speed:
19.59 Mbps

Re: Disconnections of 2/3 minutes multiple times a day

JimM11 — Sun, 25 Aug 2024 10:04:03 GMT

@aleroot If you can go to advanced, tech logs and have a look in the event log, its going to ask for your router password back card of the router, see if you are having DSL up/down connections on the pages?

Re: Disconnections of 2/3 minutes multiple times a day

aleroot — Sun, 25 Aug 2024 12:02:24 GMT

24/08/2024, 15:58:50	DSL connection lost
24/08/2024, 15:59:21	DSL connection established

Re: Disconnections of 2/3 minutes multiple times a day

aleroot — Sun, 25 Aug 2024 12:03:27 GMT

25/08/2024, 11:59:51	DSL connection established
25/08/2024, 11:59:20	DSL connection lost

Re: Disconnections of 2/3 minutes multiple times a day

aleroot — Sun, 25 Aug 2024 12:03:49 GMT

Basically it happens more or less every 3 hours...

Re: Disconnections of 2/3 minutes multiple times a day

JimM11 — Sun, 25 Aug 2024 12:13:24 GMT

@aleroot When you replaced the router from the BT one, are you connected to a master socket, or using the ADSL filter etc.

You either have a bad router, bad line or both, if you still have the BT router you can put it back on, it works with the EE service.

DSL dropping signal will disconnect the router for the time period down/up there should have been really no issues as your swap was straight BT/EE, no need to retrain the fttc system, do you have anything else connected to any of the telephone socket's, there should be nothing connected!

Do not understand every 3 hours, but you examples are showing quick reset on the DSL line that's for sure.

Re: Disconnections of 2/3 minutes multiple times a day

aleroot — Sun, 25 Aug 2024 12:48:26 GMT

The cable is connected to the ADSL filter, then to the only socket.

The line always worked fine until Wednesday when I switched from BT to EE and replaced the router. I had to return the BT router, so I don't have it anymore.

Re: Disconnections of 2/3 minutes multiple times a day

JimM11 — Sun, 25 Aug 2024 12:56:04 GMT

@aleroot Did you use the original ADSL filter with the BT router and its cable, or new one supplied with the EE router in its box? No phone connected, just trying to pin down were the possible issue is!

Re: Disconnections of 2/3 minutes multiple times a day

aleroot — Sun, 25 Aug 2024 12:57:42 GMT

I have tried with both...

Re: Disconnections of 2/3 minutes multiple times a day

JimM11 — Sun, 25 Aug 2024 13:07:05 GMT

@aleroot It is a real pity you returned the BT router so quick, there is a 60 day return time, with having tried cable swap's, adsl filter swap's then you are just down to the EE Router or a bad/noisy incoming line, and with the factor of the older style socket, can you take picture and post if you do not mind.