EE Brightbox 2 - Broadband light flashing orange

[JimboJam]

Hi, hoping someone can help me identify the issue with my fibre broadband.

I have a EE brightbox 2, which has been working fine for the last few months. Last weekend it started playing up; not able to get on the internet for a couple of mins, then it would come back. Tonight, it was down for an extended period. On the router, the Broadband light is flashing orange.

EDIT: since writing this, it's come back online, then off again, and back again.

Logging into the router, this is the status

INTERNET
Broadband Type Fibre
Broadband State Connected
Internet State Connected
Time Connected 00:02:11
Downstream Rate 32.40 Mbps
Upstream Rate 8.50 Mbps
IP Address 
IPv6 Address N/A
IPv6 Prefix ::/0
Broadband Username ....

System log for the last few hours:

snip

[XRaySpeX]

Everything now shows you are connected correctly & are authenticating to EE OK.

These things occasionally happen, particularly overnight or weekends. It could be that an OR eng has accidentally disturbed your line while working at exchange or cab, It's usually back by mid-morning at the latest w/out EE even being aware of it.

[JimboJam]

Thank you for your reply. Unfortunately this has now been an issue for nearly a week, and the disruption frequent enough that we're satisfied it's not a one off. I've just checked my land-line and the line is incredibly crackly. Would that be enough to disrupt the broadband perhaps?

[XRaySpeX]

Yes, but whose responsibility will depend on whether noise is internal or external. To eliminate your internal wiring please carry out the following steps.

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.

Has the landline been quiet previously?

[JimboJam]

Thank you again for the reply.

I located the test socket. With just a corded phone plugged in, the line was still pretty crackly. I've plugged the router in, restarted it, and here is the System Log

INTERNET Broadband Type Fibre
Broadband State Connected
Internet State Connected
Time Connected 00:05:08
Downstream Rate 32.40 Mbps
Upstream Rate 8.50 Mbps
IP Address 
IPv6 Address N/A
IPv6 Prefix ::/0

System Log:

20:57:42, 10 Jul. Intelligent Wireless Channel Change to 44(80MHz) (5 GHz) Auto Scan - Low Traffic Mode
20:57:37, 10 Jul. Time is synced to NTP server
20:57:23, 10 Jul. PPP connection up (FIBRE)
20:57:23, 10 Jul. PPP: IPCP up
20:57:22, 10 Jul. PPP: CHAP authentication succeeded
20:57:22, 10 Jul. PPP: LCP up
20:57:22, 10 Jul. PPP: Received PADS
20:57:22, 10 Jul. PPP: Sending PADR
20:57:22, 10 Jul. PPP: Received PADO
20:57:22, 10 Jul. PPP: Sending PADI
20:57:17, 10 Jul. PPP: Sending PADI
20:57:12, 10 Jul. PPP: Sending PADI
20:57:07, 10 Jul. PPP: Sending PADI
20:57:02, 10 Jul. PPP: Sending PADI
20:57:02, 10 Jul. PPP: Starting PPP daemon
20:56:58, 10 Jul. WAN link up (FIBRE)
20:56:57, 10 Jul. System up, firmware version: v0.06.00.0001-OT (Tue May 19 15:34:07 2020)
20:56:16, 10 Jul. System start

[XRaySpeX]

Then you need to report it to your landline provider as a voice fault (don't mention Broadband). 

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.

[XRaySpeX]

CAUTION: Don't post your IP addys. Obscure them.

[JimboJam]

Thanks for the heads up, should all be removed....will post the other thing you asked for shortly...

[JimboJam]

System Uptime is: 00:19:33

DSL STATUS
This page shows information about your DSL connection. If you are using Ethernet Broadband then this page is not applicable.
STATUS
Configured Current
Line Status -- UP
Link Type -- Fast Path
Operation Mode Automatic G.993.2 (VDSL2)
DATA RATE INFORMATION
Upstream 8496 (Kbps)
Downstream 32399 (Kbps)
DEFECT/FAILURE INDICATION
Operation Data Upstream Downstream
Noise Margin 7.3 (dB) 10.1 (dB)
Line Attenuation 0.0 (dB) 22.1 (dB)

Indicator Name Near End Indicator Far End Indicator
Output Power 6.9 (dBm) 12.1 (dBm)
Fast Path FEC Correction 7841 1
Interleaved Path FEC Correction -- --
Fast Path CRC Error 0 0
Interleaved Path CRC Error -- --
Loss Of Signal Defect 0 0
Fast Path HEC Error STR 0 0
Interleaved Path HEC Error -- --
Error Seconds 0 0
STATISTICS
Received Data 87869 (Kbits)
Transmitted Data 32569 (Kbits)

[XRaySpeX]

Your speeds are slightly down. 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 32.4 Meg band of these VDSL Banded Profiles, altho' you now have no significant errors. Report the underlying voice 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.