Are EE Smart WiFi Plus boxes compatible with powerline adapters?

[MILL9STREAM]

Recently switched from BT Broadband to EE and the broadband connection isn't particularly stable. It drops, typically for a couple of minutes, 2 or 3 times a day. The set up is more complicated than with the former BT Hub (v6) as it's added the Smart Hybrid Connect box and a Smart WiFi Plus box to a network with several Devlolo powerline adapters. In addition to the internet connection dropping, the Hybrid Connect box also seems to randomly lose connection with the hub. Half the time the EE App shows "there is a problem" when trying to manage broadband and I'm losing count of the number of times I've deleted and re-installed the app om both my iPhone and my iPad. For the most part, the TV Box Pro and Mini TV Box are behaving themselves (apart from when the internet connection is lost). Is there a compatibility issue somewhere, perhaps with the powerline adapters? 

[XRaySpeX]

Which EE BB plan are you on including its speed? 

[MILL9STREAM]

Fibre 50, with a guarantee of 38Mbps and a typical 43Mbps

[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 SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs. Also post the Home > Status page.
• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

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

2. Try a speedtest, preferably wired 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.

[MILL9STREAM]

Thanks for your help! The broadband drops, not just the wi-fi. TV, connected by ethernet cable to a Devolo Magic 2 Wi-Fi, pauses. Don't know the light sequence.

[cid:14014d14-ee2f-4642-a4f5-65c10cbf2516]

https://www.thinkbroadband.com/speedtest/1740813689628485755

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[XRaySpeX]

The 2 links apart from the TBB speedtest are meaningless here.

Use the Camera icon above your text to upload an image file to here.

[MILL9STREAM]

[XRaySpeX]

Your BB speeds are fine. You are getting the full 50 Meg down from it.

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?

Only if you have an active landline, 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 using a DSL dangly micro-filter. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?