Broadband stops working

[ximenamcintosh]

Well, we have lost broadband again ( well, I get 0.2 or so on a speed test). It has happened twice now, a week apart, when we returned from being away for a day or two. First time I spoke to EE and they could not find a fault and sent a engineer, poor guy came from very far away to find my broadband working like it should. Not sure what is happening but I cannot drop service like this. Can it be that when not in use for a day or two it dies? Seems very unlikely but... Saw that some people are having nighttime issues. Help?

[Chris_B]

@ximenamcintosh  Have you tried just turning the router off for 30+ seconds and then restart it ? 

[Mustrum]

Have you tried your phone line - is it working ok - dial 17070 option 2 - is it quiet and does it report your correct phone number?

[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.

[ximenamcintosh]

Yes, twice but no luck...

[ximenamcintosh]

Hello! Just tried that and it does tell me the right number and the quiet is quiet. 

[ximenamcintosh]

Hello! (Thank you for replying!)

1. Got to my advanced settings, a minor victory, but I don't see the things I need to block out. I think I have a SmartHub...

2. I did a wired speed test: https://www.thinkbroadband.com/speedtest/1626686248104416055

3. 

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low        VDSL Range A (Clean) 

VDSL Range B (Impacted) 

11.6	5.6	1.2	0.8	4.1	Available	--	--
11.4	5.2	1.2	0.8	3.8	Available	--	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

50

--

Available

--

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 7.5	--	4.5 to 11	Available	--	Yes
Up to 7.5	Up to 1	4.5 to 11	Available	--	Yes
Up to 4.5	--	3.5 to 5.5	Available	--	--
2	--	--	Available	--	Yes
2	--	--	Available	--	--

Observed Speeds VDSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

12.24

1.22

2021-06-21

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

U

--

--

--

Exchange Product Restrictions StatusFTTP Priority Exchange 

WLR Withdrawal 

SOADSL Restriction 

N

N

Y

Help! Thank you.

[ximenamcintosh]

Hello,

The whole thing seems to be dropping, a bit worse for wifi.

In a minor victory I managed to get to my Smart hub tech page but can't see the things I need to black out...

Did a wired speed test, here is the link:

 https://www.thinkbroadband.com/speedtest/1626688634118105455

Availability checker:

eatured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low        VDSL Range A (Clean) 

VDSL Range B (Impacted) 

11.6	5.6	1.2	0.8	4.1	Available	--	--
11.4	5.2	1.2	0.8	3.8	Available	--	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

50

--

Available

--

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 7.5	--	4.5 to 11	Available	--	Yes
Up to 7.5	Up to 1	4.5 to 11	Available	--	Yes
Up to 4.5	--	3.5 to 5.5	Available	--	--
2	--	--	Available	--	Yes
2	--	--	Available	--	--

Observed Speeds VDSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

12.24

1.22

2021-06-21

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

U

--

--

--

Exchange Product Restrictions StatusFTTP Priority Exchange 

WLR Withdrawal 

SOADSL Restriction 

N

N

Y

Well, not sure what to do. Need to work and cannot with this connection! Any help would be great. Thank you.

[XRaySpeX]

Please login to your EE SH at http://192.168.1.254 and follow the route Advanced Settings/ Technical Log/ Information. Obscure your names & any numbers in the BB Username & also the SSIDs.