Broadband connection drops daily

[Sarah1948]

Hi, I moved to EE  full fibre to the house broadband in December.  I have a Sky Q box dating from May 2024.   All was well till this week when the internet connection drops almost daily.   I unplug Sky and there’s no problem resetting.  I don’t have to reenter the WiFi password but it is a bore.   I am afraid I do not understand your response to a previous correspondent Ona similar issue and wondered if you could explain in simple terms what I could to do resolve this issue.  I can’t use a cable.  All other WiFi is fine.  I do not have mini Sky boxes just the one Sky Q box.

Many thanks.

Sarah

[XRaySpeX]

@Sarah1948 : Which EE BB plan are you on including its speed? What EE router & WiFi extenders do you have (read label or post a pix)?

[JimM11]

@Sarah1948 Which Sky Q box do you have, and position wise how far is the Q away from the EE Router along with the question's that XRaySpeX has asked also. Sky link below for the Q Boxes.

Sky Q box specifications | Sky Help | Sky.com | Sky Help | Sky.com

[Sarah1948]

Many thanks. I have an EE Smart Hub SH32B which is situated about 30 metres from the SkyQ box. There is nothing in between them apart from carpet and air. My EE package is Essentials Full Fibre 150 and the speed is 150 (just checked). My SkyQ box is (I think) 1TB. Serial number: AE0218AC019496. Today I have WiFi connection though not sure what I will have tomorrow! It doesn’t seem to disconnect while I am watching something.


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[JimM11]

@Sarah1948 If you speed check down at where your SKY Q box is do you still get the 150mb/s, take it you are testing with a mobile?

[Sarah1948]

Yes, I do.
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[JimM11]

@Sarah1948 Looking like the signal at least to the mobile device is good and strong enough, just down to the Q box now to see that it holds the wi-fi signal. On the Q box just make sure that it does not go into what i think the call Eco mode, that will make it go to low power sleep mode, so may not recover well when it wakes up and then try's to reconnect.

[Sarah1948]

It’s an EE Smart Hub (c. 2023).

Sarah
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[JimM11]

@Sarah1948 You posted earlier that "Many thanks. I have an EE Smart Hub SH32B which is situated about 30 metres from the SkyQ box" so are you now saying that you have the EE Smarthub (2023) model. Will post the link below for Router types.

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

[Sarah1948]

All I can see on the router is Smart Hub SH32B.

Sarah
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