Broadband connection dropping

[stinkyweasle]

Wonder if i can get some common sense here instead.

My broadband hasnt been stable since day 1, around a month ago. Had 3 engineers now in total and a new hub and its still the same - 11% packet loss and complete disconnects for minutes at a time.

We are in a mobile deadspot so rely on broadband for mobile calls and obviously now land line. So whenever I call in, i invariably get disconnected. Is anyone aware of a chat function so at least when i do get service back I can resume a conversation?

I did drive into town specially so I could get signal for a call, only to be told i need to be in the home so I'm just going round in circles. The last engineer said there is definitely an intermittent fault, but his supervisor would probably tell him to close it as resolved because it was testing as OK sometimes(!!!)?

[JimM11]

@stinkyweasle You need to be upfront and say what you have both EE Equipment wise and the Package you are on, if this is a new connection you just moved etc etc, the lack of signal and going to town been there done that and got the same chocolate watch you need to be near it to check the sucker out, lost battle can tell you that right out of the bat!

There can be multiple or just single issue not having any picture from you does not help the Forum at all! Link below shows all off the EE Hubs in use. There is NO chat for Home Broadband as far as i am aware, someone else may advise if possible to do!

The Engineer visit's are they from Openreach or supplied EE sub's if you know that answer.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

[XRaySpeX]

What lights show on the router?

If it is a neighbourhood issue, you could consult Check service in your area  to see if any faults are being attended to in your local area. You may also Report a Problem there.

Have you reported your problem with your BB to EE? They can't do anything about it until you do. Text HELP to 66033 to get EE to test the line & see what needs doing. There is no Live Chat for BB.

What is the name of the EE BB plan are you on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

[stinkyweasle]

Appreciate the feedback. Im really looking for ways to speak to ee. I was with plusnet previously and only switched because my wife uses the land line a lot. Had no problems with plusnet but appreciate we moved to a digital only service now so that may be an issue I guess.  Its the smarthub or smarthub 6 plus and on the Fibre 67 core package. Had 1 visit who checked the e internal setup and 2 more from openreach, at least one of which was a sub contractor though who wasnt allowed to check the loft, roof, pole etc. and who said they would likely close it as fixed because its intermittent(!)

They confirmed line to the switch box 300m up the street is fine, and my home setup is fine, it is somewhere between my house and the cabinet basically. The issue is I cant actually stay connected long enough on the phone to speak to someone to find what to do next! No wifi extenders as such but I run an eero mesh  throughout the house but the issue persists if i just wire directly into the ee hub anyway.

EE did call me back but went to my VM because no broadband at the time, and they called a second time and left a message saying to call them but with no number to use!

Below is example of my ping tests - if i ping the hub that works 100% with no loss.

[JimM11]

@stinkyweasle On the Fibre Core 67 package, is that still the old copper FTTC connection and your hub is connected still into a OR Master socket, with the phone now connected to the back off the EE Hub....

You are going about it all the correct way, pinging the hub it's rock solid in response, pinging google is also semi good with a dropped package response looking at you pings but would have preferred if when you do that you have the eero disconnected and just direct single connection on the Ethernet, you can never be 100% sure until you do so, the wireless wifi can butt in and hang the system up as ALL is shared on the connection.

Understand it's all a pain to do with the mesh disconnected, but for a few hours would be worth the test. Can you say if the wireless wifi is all disabled on the EE router and you are just using the EE as a straight Ethernet hub with the EERO set in AP mode or routing operation?

[JimM11]

@stinkyweasle Can you do the following to that EE Hub, https://192.168.1.254 and get on the web manager, in the Advanced status screen, have a look at the connection, will go find a link i did the other day and stick it below so you have the idea. Post back yours like this hide all relevant info as it may not get through the approval filters of the Mods. 

Re: Regular Connection drops - The EE Community

Edit:- If the phone number does not work on the BT check, flick on and use the Address checker same area top left!

[XRaySpeX]

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@stinkyweasle wrote:

if i ping the hub that works 100% with no loss.

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Of course it does! It's got nowt else to do but respond while you're just busy sat just watching it. But pinging elsewhere the target may be busy with its own work to respond to you. Otherwise when it does get through the response time is reasonable.

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.

@JimM11  : Fibre 67 is FTTC & OP has DV ("so rely on broadband for mobile calls and obviously now land line")

[JimM11]

@XRaySpeX Thought it was, just never 100% sure some just think now DV so digital everything, but will be moved of FTTC to sogea more than likely connection wise.

[XRaySpeX]

@JimM11 : It is SoGEA. I just use FTTC to include SoGEA as it's still phone socket To The Cab.

[JimM11]

@XRaySpeX Can you link me your post for the Phone Line conversion you had done about a year ago now?