wifi problems with my Brightbox router

[Insane-Pringle]

How does one get EE to replace my router as it is slowly failing.

The WiFi connection is unstable for any of my devices, be it my phone, tablet etc. At the hint of any type of data transfer, said device will lose it connection as will the rest of my wireless devices. 

edited to add: i'm profoundly deaf and cannot use the phone. not that i've got the landline phone plugged in first place so telling me to contact CS via a phone number is kinda pointless

[Christopher_G]

Hi @Insane-Pringle 

Welcome to the community.

Have you tried our online help pages for fixing broadband problems? They may help you fix the problems you're getting.

Otherwise, I'm sure our resident broadband expert, @XRaySpeX will be able to help you with this when he's next online. Or another community member.

Chris 🙂

[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. 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.

[Insane-Pringle]

 It's just the WiFi connections dropping, ethernet connections stay up. i tried, as an experiment, to watch youtube on both my computer(ethernet) and my tablet(Wifi). it worked fine on the computer, on the tablet it played about 10 secs then lost the wifi connection for about 30 secs then regained it and promptly lost it again when the youtube app realised that the wifi connection was working and resumed the video.

when i checked my phone at the same time, the wifi settings said the connection was there but it was waiting for the internet connection to stabilise. but my computer was using youtube at the same time.

the lights on the brightbox all stay green apart from the wireless one. that disappears when the tablet and phone lose wifi and eventually comes back..

i will say it doesn't do it all the time. i can browse the internet but anything that requires sustained bandwidth ie streaming iplayer etc means the connection will fail.

STATUS
Configured Current
Line Status -- UP
Link Type -- Fast Path
Operation Mode Automatic G.992.5 (ADSL2+)
DATA RATE INFORMATION
Upstream 1279 (Kbps)
Downstream 21779 (Kbps)
DEFECT/FAILURE INDICATION
Operation Data Upstream Downstream
Noise Margin 7.4 (dB) 6.2 (dB)
Line Attenuation 13.0 (dB) 23.0 (dB)

Indicator Name Near End Indicator Far End Indicator
Output Power 12.6 (dBm) 0.0 (dBm)
Fast Path FEC Correction 0 0
Interleaved Path FEC Correction -- --
Fast Path CRC Error 7678 155
Interleaved Path CRC Error -- --
Loss Of Signal Defect 0 0
Fast Path HEC Error STR 53905 100
Interleaved Path HEC Error -- --
Error Seconds 6394 47
STATISTICS
Received Data 32318886 (Kbits)
Transmitted Data 19437136 (Kbits)

Time Connected 284:32:32