Broadband dropping connection and router resets constantly

[fsleet13]

I have tried reading through all the solutions on here and constantly contacting EE without any solutions - so I figured posting here might help! 

In Nov/Dec 2022 my broadband starting having constantly issues a few weeks after it was activated (up until then it had worked perfectly) where the speed would suddenly drop, then the connection drops out entirely and the router (BrightBox 1) will reset itself. It then works again for maybe a few minutes before it starts all over again. Used the mobile HELP option multiple times a day to be told over and over again that there was nothing wrong with the line and that I could REFRESH if I wanted, which would sometimes fix it for a few hours or maybe a day. After weeks of this, using my phone as a hotspot instead of the wifi (in case it needed to settle down after being connected - it was suggested), I finally succeeded in getting a engineer round who immediately said there was a massive problem and fixed the connection, replacing the master socket and everything has worked fine since. 

However, last week the whole problem has started again. I haven't touched the router, connected to any new devices, or changed anything but it is worse than it was in December - I literally cannot use my wifi, as the moment it is connected it immediately disconnects and resets itself. Once again - EE's diagnostics says that nothing is wrong. I've tried everything that I can find online and I am desperately hoping someone knows what's going on - please help!

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

Spell out what you mean by "resets itself" & how you know.

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.
• 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. 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.

[fsleet13]

By reset I mean that the router essentially turns itself off and on again - all the lights go red, turn off completely and then they slowly turn back on again and go green. 

[fsleet13]

Apologies: forgot to add the other details:

1. 

STATUS

	Configured	Current
Line Status	--	UP
Link Type	--	Interleaved Path
Operation Mode	Automatic	G.992.5 (ADSL2+)

DATA RATE INFORMATION

Upstream	879 (Kbps)
Downstream	4539 (Kbps)

DEFECT/FAILURE INDICATION

Operation Data	Upstream	Downstream
Noise Margin	7.6 (dB)	18.4 (dB)
Line Attenuation	12.5 (dB)	21.5 (dB)

Indicator Name	Near End Indicator	Far End Indicator
Output Power	12.6 (dBm)	0.0 (dBm)
Fast Path FEC Correction	--	--
Interleaved Path FEC Correction	0	0
Fast Path CRC Error	--	--
Interleaved Path CRC Error	0	0
Loss Of Signal Defect	16	0
Fast Path HEC Error STR	--	--
Interleaved Path HEC Error	0	0
Error Seconds	217	6

STATISTICS

Received Data	704 (Kbits)
Transmitted Data	573 (Kbits)

System Uptime is: 00:39:13

2. 

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate (Mbps)		Downstream Handback  Threshold(Mbps)	WBC FTTC Availability Date	WBC SOGEA Availability Date	Left in Jumper
	High	Low	High	Low
VDSL Range A (Clean)	80	77.9	20	19	73.4	Available	Available	--
VDSL Range B (Impacted)	80	76.5	20	19	69.2	Available	Available	--

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Range (Mbps)	Availability Date	FTTP Install Process
FTTP on Demand	330	50	--	Available	--

ADSL Products	Downstream Line Rate (Mbps)	Upstream Line Rate (Mbps)	Downstream Range(Mbps)	ADSL Availability Date	Left in Jumper
WBC ADSL 2+	Up to 15.5	--	13.5 to 17.5	Available	--
WBC ADSL2+ Annex M	Up to 15.5	Up to 1	13.5 to 17.5	Available	--
ADSL Max	--	--	--	--	--
WBC Fixed Rate	2	--	--	Available	--

SOADSL Products	Downstream Line Rate (Mbps)	Upstream Line Rate (Mbps)	Downstream Range(Mbps)	WBC SOADSL Availability Date	Left in Jumper
WBC SOADSL 2+	Up to 15.5	--	13.5 to 17.5	Available	--
SOADSL Max	--	--	13.5 to 17.5	Available	--
SOADSL Fixed Rate	Up to 2	--	--	Available	--

Observed Speeds	ADSL
Max Observed Downstream Speed	6.65
Max Observed Upstream Speed	1.21
Observed Date	2023-03-31

Other Offerings	Availability Date
VDSL Multicast	Available
ADSL Multicast	Available

Premise Environment	Status
Bridge Tap	N
VRI	--
NTE FacePlate	--
Last Test Date	23-03-2023

Exchange Product Restrictions	Status
FTTP Priority Exchange	N
WLR Withdrawal	N
SOADSL Restriction	N

[XRaySpeX]

@fsleet13 wrote:

all the lights go red

---

 All of them? Including the Power light? If it stays ON then that's not a reset but the natural behaviour when it's resyncing the connection.

[fsleet13]

All except the power light - sorry I should have clarified. I understand if it's an automatic resync situation - but surely it shouldn't be resyncing the connection every few minutes? (really want to clarify that I'm not over exaggerating - once it starts it continues for hours.)

[XRaySpeX]

Speeds are extremely low for a line that should be getting 19 Meg.

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?

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. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

[XRaySpeX]

Yes, your issue is that the line is disconnecting often, not that the router is resetting. The router is just naturally reacting to the condition of the line, i.e. doing its job.

[Delly79]

Hi mine is doing the same thing I can't get any joy from ee saying there isn't a problem what is wrong do you know yet? 

[XRaySpeX]

@Delly79 : Please provide the diagnostic info asked of OP.