My EE broadband disconnects most nights around 10pm

[macgyver]

Hi,

Most nights around 10pm, can be 9:58pm or 10:05pm etc, my broadband disconnects. I am sure it is nothing in my house that is causing it.

Just wondered if anyone else has this problem?

[Silgica]

Hi there

To help find out what's causing it, could you tell me the following: 

1. Which type of router you have - e.g: SmartHub or BrightBox

2. What errors you get - e.g: Lights in on your router, or error pages when you try to connect

3. Whether you've separated the 2.4GHz and 5GHz bands (If you don't know what this means, the answer is probably no)

4. What device/devices you're having issues with

[macgyver]

Hi,

1. SmartHub

2. DSL connection is lost

3. Yes I have separated 2.4 and 5

4. All devices, internet connection is dropped

Log can be seen here:

https://pastebin.com/gGgdwHWg

Lots of DSL link down around 10pm

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

---

@macgyver wrote:

Lots of DSL link down around 10pm

---

& predominately only around 10 PM? Smacks of some electrical device cutting in/out about that time. Do you have any industrial plant near you?

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 & numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

2. 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.

[macgyver]

Router stats:

Product name,EE Smart Hub
Serial number,+EEH001+1933006014
Firmware version,v0.04.02.09120-EE (Thu Sep 12 18:15:40 2019)
Board version,01
Data sent / received,342.8 MB / 452.7 MB
DSL uptime,0 days 7 Hours 20 Mins 28 Secs
Data rate,20.00 Mbps/80.00 Mbps
Maximum Data rate,26.0 Mbps/96.5 Mbps
Noise margin (up/down),9.5/8.0
Line attenuation (up/down),22.5/16.8
Signal attenuation (up/down),22.5/16.7
Broadband username,
2.4 GHz wireless network name,
2.4 GHz wireless channel,Smart (Channel 1)
5 GHz wireless network name,
5 GHz wireless channel,Smart (Channel 44)
Wireless Security,WPA
Wireless mode,Mode 1
Firewall,Default
MAC address,F0:86:20:33:2A:51
Software variant,-
Boot loader, 0.0.3-EE (Mon Dec 4 17:32:53 2017)

BT Wholesale Availability Checker:

[macgyver]

Router Stats:

Product name,EE Smart Hub
Serial number,+EEH001+1933006014
Firmware version,v0.04.02.09120-EE (Thu Sep 12 18:15:40 2019)
Board version,01
Data sent / received,342.8 MB / 452.7 MB
DSL uptime,0 days 7 Hours 20 Mins 28 Secs
Data rate,20.00 Mbps/80.00 Mbps
Maximum Data rate,26.0 Mbps/96.5 Mbps
Noise margin (up/down),9.5/8.0
Line attenuation (up/down),22.5/16.8
Signal attenuation (up/down),22.5/16.7
Broadband username,
2.4 GHz wireless network name,
2.4 GHz wireless channel,Smart (Channel 1)
5 GHz wireless network name,
5 GHz wireless channel,Smart (Channel 44)
Wireless Security,WPA
Wireless mode,Mode 1
Firewall,Default
MAC address,F0:86:20:33:2A:51
Software variant,-
Boot loader, 0.0.3-EE (Mon Dec 4 17:32:53 2017)

BT Wholesale Broadband Checker Screenshot:

[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?

[macgyver]

Hey, I appreciate the suggestions but they are not really applicable to my problem. I have no problems with speed or a noisy voice line, it is the repeated dropping of the DSL connection at a specific time.

I posted to see if anyone else had experienced this problem.

[XRaySpeX]

What do you think is making it drop? Noise!

Noise on the line is the most common cause of BB failing or going slow.

[macgyver]

A relevant news story:

https://www.bbc.co.uk/news/uk-wales-54239180

Some more relevant information:

https://kitz.co.uk/adsl/rein.htm

Interestingly, the internet now drops connection around 9pm consistently.

Gigaclear have just installed fibre in our street, looks like I might be switching!