My ee smart hub keeps dropping connection and needs restarting every 2 hours

[Tyb1998]

My ee broadband keeps dropping connection and needs restarting every 2 hours for the past week or so.

[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. 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.

[Tyb1998]

i have a smart hub not a bright box do you know what i do for a smart hub to check the DSL?

[XRaySpeX]

I give the instructions for both. Read it again.

[Tyb1998]

sorry about that!

[Tyb1998]

this is the info!

Product name:Smart Hub

Serial number:+EEH001+2031002029

Firmware version:v0.06.01.08190-EE

Firmware updated:Wed Dec 30 02:18:08 2020

Board version:01

DSL uptime:0 Days, 0 Hours, 41 Mins, 59 Secs

Data rate:20.00 Mbps / 80.00 Mbps

Maximum data rate:24.85 Mbps / 80.50 Mbps

Noise margin (up/down):8.7 / 6.0

Line attenuation (up/down):12.1 / 11.7

Signal attenuation (up/down):12.0 / 11.7

Data sent / received:125.2 MB / 2.4 GB

2.4 GHz wireless network name:EE-Hub-Thf6

2.4 GHz wireless channel:Smart (Channel 11)

5 GHz wireless channel:Smart (Channel 48)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

[XRaySpeX]

All looks good!

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?

[Tyb1998]

ive tried plugging into test socket and it just flashes blue after restart

[XRaySpeX]

Have you used the dangly filter that came with the router? You can't just plug a RJ11 DSL lead into a phone socket.

[Tyb1998]

got the router a while ago not sure what that is ?