Broadband constantly dropping

[PhilT21KD]

Well I am close, no very close to smashing this router and system up and putting it all in the bin and going to Virgin or someone, anyone but EE! Constantly dropping off, now on third router in 4 weeks and still no resolution. Tech guys are stabbing in the dark now as they have  run out of ideas. Engineer came 16-8-24 and said router no2 was also faulty after no1 failed altogether but he had only been gone two hours and off it went again. Aqua light stays lit on new type smart router throughout which is confusing them all. I moved from BT to EE because we needed a faster speed but now we have absolutely no reliability and no trust. Ring alarm now never goes on because it drops constantly. My Wife works two days from home but now doesn’t  due to these issues. When we signed up we were told our old white Wholehome discs would work fine but they don’t and nearly always drop off first before the router? Is this the issue maybe?? They don’t know! I was told to upgrade to the new always in system which I did two weeks ago but they didn’t bother sending out any kit till I chased them up today but I doubt that will solve it either. Am at the end of my tether with it all but wondered as anyone in the community experienced this? The router drops off, aqua light stays on and router looks fine but everything connected to it has no internet connection? 

[Ewan15]

Sorry you are having so many issues.

Have you got a PC or laptop that can be connected via an ethernet cable when this happens?

If you can connect OK then it is the WIFI.

My understanding of BT Whole Home is the disks form a mesh system and will work with any router. The first disk would need connecting to the EE Router via an ethernet cable in order to connect to the outside world.

The WIFI on the Router would need switched off otherwise you end up with two WIFI networks, which if they both have the same SSID (Network Name) and password will cause you big issues. The EE App setup wizard, prompts you to do this (and does it for you if you allow it) as a quick and dirty way of getting all your devices connected.

Hope this helps

[JimM11]

@PhilT21KD What speed package did you goto, do you still have the BT Smarthub2 if that was the router you had previously, no mention of using a landline?

[PhilT21KD]

Do you seriously think we haven’t tried that? Both have separate names too as I have not changed their identities or passwords from factory. Already it has dropped off four times this morning! What is the point of thinking two WiFi networks clash, shops etc all have multi networks and they have no issues! These all worked perfectly before this EE rubbish arrived! Rant over!!!!

[PhilT21KD]

Hi Jim, we have 1gb now but as it is constantly off I couldn’t tell you what we actually get, gone off four times today already! Our old BT smart hub was the latest one but with only 100mb so when we upgraded they changed me to EE, worse move ever!!! Been off 10 - 25 times a day since 8th July and not one of their fixes has worked despite one Engineer visit and three routers! I give up!

[JimM11]

@PhilT21KD Was trying to establish both factors, the original BT router works with the EE service and if you still have it you can put it back on, but if you have a fibre issue then this can be different fault, if you know how to look into the EE router, log may help to tell what is going on, either way if we can help post back.

[PhilT21KD]

Hi Jim, no unfortunately I’ve sent the BT hub back but I wish I knew that at the time! Engineer said it definitely isn’t a fibre issue but is it?? Anyhow I’ve found the foot pedal for the bin so it may all end up in there! Checked logs both at our end and they’ve done it their end but no faults shown or logged? Still think it’s a compatibility issue between white Wholehome discs and router but they disagree. I’ve told them the discs and everything on them goes down first, then followed by the things wirelessly connected to the router, all the time the light doesn’t change colour on the router. Let’s see what happens when the new EE smart extenders turn up (if ever!! But that’s another story altogether!) cheers

[JimM11]

@PhilT21KD Looking like you are all over it and know what you are doing, one quick help, when you have the issue unplug either the ONT or Router wan connection, plug it back in and see if it recovers automatically for All of your devices, router and wholehome included without switching anything off, not sure what method you are using now to get it all back online. Did like the pedal bin, but EE do own somethings so they may get upset if you cannot return!

[PhilT21KD]

Tried that too Jim, it just recovers on its own at the same speed. In fact it’s just gone off again for the twelfth time today and it’s only 12.06pm! I still think it’s the Wholehome discs because they go off first. I have an Amazon Echo attached wirelessly to both at the same time playing the same radio station so I know which drops off first. Got a feeling they are upsetting the router too but wait and see. The short version of the EE smart extenders is they forgot to send them twice despite me chasing them. Third time lucky they are due today 🤞

[JimM11]

@PhilT21KD Keep us posted if that's the fix.👍