Broadband down

[Sammymorris86]

00:40am internet suddenly stops working.

Broadband is flashing on router. Have reset and restarted and bill is up to date and paid. No change.

Is there some maintenance going on or just random outage? 

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

Most likely a random outage.

Have you just joined EE BB or were you already with EE BB? 

What does it say after you log into the router:

• For a BrightBox: in the Internet section on the initial Status page or
• For a Smart Hub: on the Advanced Settings / Broadband / Internet page?

Obscure your names & any numbers in the BB Username but post the 1st 2 parts of the IP addy. This will tell us at which stage EE have got to.

Is this for ADSL BB or Fibre? Which router, BrightBox 1 or 2 or Smart Hub?

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

[Feather83]

I moved to fiberplus a few months ago. It is a regular a current for the internet on an evening to be hit and miss. Without any warning . Sometimes I restart th router it comes back on no problem sometimes it's a walk away job and come back after ten minutes plus... Or like ten minutes ago restarted no better, waited 20minuted then okay.  So much for fiberplus will be super reliable and no problems!  Hmmmmmm.....  FYI I am located in Somerton, Somerset. Idris

[XRaySpeX]

Well, let's find out, shall we, by giving us the info requested?

[Feather83]

[XRaySpeX]

The BB is up now as to be expected.

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.

Full router stats are key to any speed & connection issues.

2.  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.