loss of broadband internet this morning

[rogera1]

I had normal indications on the Brightbox Router (all lamps green) but no internet access. Restarted the Router and laptop and gradually things returned to normal. 

I am having regular drop outs every afternoon, on and off for the last 2 years at least. Have had engineers out to investigate etc and they cannot fix the problem.   In this case the Router is indicating flashing red or reds and goes on and off. Completely unusable during these periods. Any comments?

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

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. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. 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.

[rogera1]

I'm surprised you're giving this reply as I have had this problem for well over 2 years and have had numerous engineers out to investigate and you have full records of all my previous reports. I am getting at best a 50% service and constant irritation and annoyance. My service should be properly investigated. 

[James_B]

Hi @rogera1,

@XRaySpeX isn't an EE employee, but is a member of our Community Stars Team. He can't access your account to see your records, but he has a wealth of expertise in helping broadband users with speed and connection issues.

If you'd prefer to discuss this with EE, please get in touch with our Broadband Care Team.

James 

[rogera1]

Hi James, 

Thanks for your reply. I can't really see the point of calling for assistance because it is never fixed. The engineers come and look at the landline junction box on my wall, open it up, do some tests, say it looks fine, go down to the local exchange, check the connections, say they have reconnected it and it will settle down in a few days. It never does! 

The last comment I got was that there could be some local interference and we should investigate this but nothing has been done. 

Thanks. 

[rogera1]

This has been marked as SOLVED! This issue has not been solved. 

[Mustrum]

@rogera1  perhaps the solution button has been clicked by mistake?

However without further information from you, either answering the questions asked by @XRaySpeX  or by you calling CS I am unsure how you expect people to help you

[rogera1]

Hello Mustrum,

Thanks yours. 

Yes, as I say, this has been going on for over 2 years and I have spent hours on the phone and dealing with engineers. Each time is a repeat of the previous questions and everything is repeated with no result. As the problem is of a temporary nature i.e. it comes and goes, I have adjusted to living with it and only when it is particularly bad (as the last few days) I feel like putting something to the record. Eventually, when I can't take it any more, I will call them again. 

Thanks. 

[XRaySpeX]

You came here for help on your issue independent of your previous dealings with EE & OR. We have no knowledge of those & the info you provided them. W/out knowing the characteristics of your line from the info I requested I am not able to advise you further in any way beyond going back to CS.

[rogera1]

FYI I have now been in touch with EE directly and they are again running tests and will advise me in due course of the results and if necessary make an appointment for the engineer(s) to visit again.