Router keeps restarting

[DWW5]

Same!

Previously had EE broadband for over a year, faultless.

Moved home, last week install moved to new address.

Every day it's gone down, router reboots/lights flash.

Replaced router, not helping at all.

Helpline says the service is 'stablising' - not viable.

How can this be solved, other than cancelling services.

[Leanne_T]

Hi @DWW5

Thanks for coming to the community. 

I would suggest getting back in touch with our Broadband Care team, they will be able to get this looked into further for you. 

Thanks 🙂

Leanne.

[XRaySpeX]

@DWW5 : Welcome to EE's Home Broadband Forum.

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.

[DWW5]

Hi, thanks @XRaySpeX 

here is router (please note this is the 3rd since moving to this address last week) :

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

Product name:Smart Hub

Serial number:+xxxx

Firmware version:v0.05.02.04290-EE 

Firmware updated:Your Firmware has not been updated.

Board version:01

DSL uptime:0 Days, 2 Hours, 36 Mins, 50 Secs

Data rate:20.00 Mbps / 80.00 Mbps

Maximum data rate:28.16 Mbps / 90.85 Mbps

Noise margin (up/down):10.4 / 8.9

Line attenuation (up/down):3.8 / 5.7

Signal attenuation (up/down):3.5 / 5.7

Data sent / received:210.1 MB / 7.4 GB

Broadband username:xxxx

2.4 GHz wireless network name:xxxx

2.4 GHz wireless channel:Smart (Channel 6)

5 GHz wireless network name:xxxx

5 GHz wireless channel:Smart (Channel 40)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

MAC address:xxxx

Software variant:-

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

And the BT report:

Address xxxx served by Cabinet 16

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) 

80	79	20	19	78	Available	Available
80	79	20	19	78	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 17	--	10 to 19.5	Available
Up to 17	Up to 1.5	10 to 19.5	Available
Up to 7.5	--	6.5 to 8	Available
2	--	--	Available
2	--	--	Available

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Available

Exchange Product Restrictions StatusFTTP Priority Exchange 

WLR Withdrawal 

SOADSL Restriction 

N

N

Y

The exchange is not in a current fibre priority programme

WLR is currently available at the exchange

SOADSL is restricted at the exchange

FTTP is not available.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 31 Dec 2012. The Formal Retirement date for IPstream is from 30 Jun 2014.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

[DWW5]

Hi @Leanne_T 

I did call them.  Multiple times since last Weds. The team is generally great to deal with but remains broken.

Today PM, was re-advised that the "line is stabilising" and this behaviour can be expected till end of Thursday ?!

[James_B]

Hi @DWW5,

Have you had a chance to take a look at @XRaySpeX's questions to see if he can help?

James

[DWW5]

I keep replying and the response is posted

then a few moments later, it’s gone 😞

[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?