Broadband - fine for over a year, now dropping connection multiple times a day

[Hi_ImTemmy]

Hello,

We joined EE when we moved in back in 2019 and had no connection issues, however in the last few months our internet connection has started dropping out multiple times a day. No wiring in the house has changed.

Where do I start trying to resolve this?

Thanks.

[Chris_B]

@Hi_ImTemmy  can you start by calling customer services and reporting it 

[Leanne_T]

Hi @Hi_ImTemmy

Welcome to the community. 

If you get in touch with our Broadband Care team, they will happy to get this looked into further for you. 

Thanks 🙂

Leanne.

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

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. 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.

[Hi_ImTemmy]

Hello @XRaySpeX 

The entire BB drops out, affecting all Wifi and wired Ethernet devices.

Here we go:

Router Stats

Wired Speedtest

https://www.thinkbroadband.com/speedtest/1630761859514561355

BT Wholesale Broadband Availability Checker

[XRaySpeX]

Your BB connection seems fine.

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?

[Hi_ImTemmy]

A fault on the line has been detected using the HELP service, and an engineer is due to investigate.