Brodband disconected

[Peter179]

Hi, for the last 3 days my broadband connection is disconnecting the internet, interestingly it may disconnect several times during these hours only from 8:30 am to 2:30 pm to 3:00 pm after that time it works normally

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

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, use the Address Checker, not the Postcode Checker.

[Peter179]

https://www.thinkbroadband.com/speedtest/1605370622275677755            

UPRN 100030727820 on Exchange BOSTON is served by Cabinet 6

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

VDSL Range B (Impacted)

67.3	51.5	20	15	46.5	Available	Available
66	47.5	20	12.9	40	Available	Available

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

330

30

--

Available

--

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) Availability DateWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 13	--	7.5 to 17.5	Available
Up to 13	Up to 1	7.5 to 17.5	Available
Up to 6.5	--	5.5 to 8	Available
2	--	--	Available
2	--	--	Available

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Available

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

N

N

Y

The premise/line is associated with exchange

[XRaySpeX]

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?

[Peter179]

Product name:Smart Hub

Serial number:+EEH001+1850015118

Firmware version:v0.05.02.04290-EE

Firmware Updated:Thu Jun 11 01:57:39 2020

Board version:01

DSL uptime:0 Days, 0 Hours, 5 Mins, 13 Secs

Data rate:12.00 Mbps / 39.99 Mbps

Maximum Data rate:16.43 Mbps / 65.59 Mbps

Noise margin (up/down):6.5 / 7.7

Line attenuation (up/down):21.1 / 17.6

Signal attenuation (up/down):21.0 / 17.7

Data sent / received:2.9 MB / 66.7 MB

Broadband username:

2.4 GHz wireless network name:EE-Hub-6k2F

2.4 GHz wireless channel:Smart (Channel 1)

5 GHz wireless network name:EE-Hub-6k2F

5 GHz wireless channel:Smart (Channel 36)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

MAC address:44:FE:3B:E0:6E:4B

Software variant:-

Boot loader:0.0.3-EE (Mon Dec 4 17:32:53 2017).                                         BT quiet line test done for me the signal was clear

[XRaySpeX · Accepted solution]

The DLM system has put you on a banded profile in response to past errors on your line, at the top of the up to 40 Meg band of these VDSL Banded Profiles. You need to give the DLM time to relent & remove any banding. If your sync speed at the test socket remains stuck at the same speed for 10 days you should ask EE to investigate the underlying fault. If a fault is found and fixed then the OR engineer may request a DLM reset. However should significant errors persist the DLM will reapply banding.

[Peter179]

ok thank you for your help and i'm waiting 10 days i hope everything will be ok

[XRaySpeX]

@Peter179 : How did you get hold of your UPRN?

[Peter179]

https://www.findmyaddress.co.uk/search

[XRaySpeX]

Thanks.