Fttp on fibre 36

[Vicgurt]

I've recently upgraded to fibre 36 from standard and my Internet drops on the regular and kicks everybody off the network. Part of the deal is we get FTTP, if fibre runs thru the street then to our property on the standard line instead of of a new fibre line would that cause a problem with the Internet?

Thanks in advance

[Vicgurt]

[Vicgurt]

EE Smart Hub ManageradvancedPage

Technical log

InformationEvent logThis is a list of your EE Smart Hub settings and current statistics.

Product name:Smart Hub

Serial number:+EEH001+1912003009

Firmware version:v0.06.01.08190-EE

Firmware Updated:Sun Dec 13 00:25:27 2020

Board version:01

DSL uptime:0 Days, 0 Hours, 42 Mins, 4 Secs

Data rate:10.00 Mbps / 40.00 Mbps

Maximum Data rate:27.57 Mbps / 71.31 Mbps

Noise margin (up/down):17.6 / 15.1

Line attenuation (up/down):15.0 / 12.6

Signal attenuation (up/down):15.1 / 12.6

Data sent / received:138.4 MB / 1.9 GB

Broadband username:

2.4 GHz wireless network name:EE-Hub-z9qM

2.4 GHz wireless channel:Smart (Channel 6)

5 GHz wireless network name:EE-Hub-z9qM

5 GHz wireless channel:Smart (Channel 48)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

MAC address:64:CC:22:4D:F4:76

Software variant:-

Boot loader:0.0.3-EE (Mon Dec 4 17:32:53 2017)

[Vicgurt]

@XRaySpeX 

InformationEvent logThis is a list of your EE Smart Hub settings and current statistics.

Product name:Smart Hub

Serial version:v0.06.01.08190-EE

Firmware Updated:Sun Dec ours, 42 Mins, 4 Secs

Data rate:10.00 Mbps / 40.00 Mbps

Maximum Data rate:27.57 Mbps / 71.31 Mbps

Noise margin (up/down):17.6 / 15.1

Line attenuation (up/down):15.0 / 12.6

Signal attenuation (up/down):15.1 / 12.6

Data sent / received:138.4 MB / 1.9 GB

Broadband username:

2.4 GHz wireless network name:EE-Hub-z9qM

2.4 GHz wireless channel:Smart (Channel 6)

5 GHz wireless network name:EE-Hub-z9qM

5 GHz wireless 

[Vicgurt]

Product name EE Smart Hub Serial number 1912003009 Firmware version v0.06.01.08190-EE (Wed Aug 19 18:20:33 2020) Board version 1 Data sent / received 129.9 MB / 3.2 GB DSL uptime 0 days 0 Hours 12 Mins 57 Secs Data rate 10.00 Mbps/40.00 Mbps Maximum Data rate 27.8 Mbps/71.1 Mbps Noise margin (up/down) 17.7/15.1 Line attenuation (up/down) 14.9/12.6 Signal attenuation (up/down) 15.1/12.6 2.4 GHz wireless network name EE-Hub-z9qM 2.4 GHz wireless channel Smart (Channel 6) 5 GHz wireless network name EE-Hub-z9qM 5 GHz wireless channel Smart (Channel 48) Wireless Security WPA Wireless mode Mode 1 Firewall Default MAC address 64:CC:22:4D:F4:76 Software variant - Boot loader 0.0.3-EE (Mon Dec 4 17:32:53 2017)

[XRaySpeX]

That all looks OK. You are getting the top speeds, 40/10 Meg, for your EE Fibre product.

[Vicgurt]

It's the fact I have to reset my smart hub ten times a day is my problem not the speed. I have an engineer booked in today hopefully he can get to the bottom of things. @XRaySpeX  thanks for your help with this matter 

[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?

[Vicgurt]

Only just seen this reply sorry @XRaySpeX, we had an engineer out today and he swapped our old socket for a new master socket which we didn't have before and told us it should be fixed now but will send a new smart hub to us just incase and within ten minutes of leaving it went off again. I've been home 2 hours from work and it's gone 4 times already this evening.

Customer helpline say wait for the new hub and try that.

Seriously thinking of jumping ship its only been 2 weeks of fibre and all I've had is very poor connection problems. 

Would you still like to see the results @XRaySpeX 

[Vicgurt]

Forgot to say I don't have a telephone in the house to voice test and we only have BB not phone calls 

[XRaySpeX]

Ye, please, & still do the QLT if you can.

The QLT is the most important test to help diagnose faults such as yours. Noise on the line is the most common cause of BB failing or going slow.

A corded phone handset is the best diagnostic tool you can have for BB. I strongly recommend getting a cheap corded handset to help diagnose BB issues like yours as well as keeping the line "wet" to help avoiding BB issues & paying out for an engineer to fix faults in your own wiring.