Broadband going down

[Anon2024]

Hey all,

Been having some issues with my EE fibre broadband (fibre to the property). Have a smart hub plus with 308mbps speed package.

My WiFi suddenly stops working on all devices. When I go check the router, light is still aqua for a while, then after some time it goes green, flashes white once, flashing green and then back to aqua. Once the light switches back to aqua, WiFi back to normal. This happened every few days, maybe 1-2 times a week at completely random times and durations.

The 'LAN' light on the openreach ONT box also turns off during this time, with the other two lights still green. 

When I go on the app after the WiFi is back, the network and system uptime reset after this.

Ethernet also doesn't work during the outage (tried plugging in laptop via ethernet during outage while light was still aqua and didn't work)

I have no knowledge on internet stuff, but the log doesn't show anything that stands out apart from DSL connection lost some time before I notice the WiFi cut. On a previous thread, someone said this is due to the fact that logs erase after router restart, which I assume the router does itself when green light is on.

I've had the hub replaced, and a technician on live chat said it's a configuration issue and sorted it, but it's still happening.

Any ideas on what's going on?

[Anon2024]

It has happened I think 2 times since October, not entirely sure. Definitely happened once since then though. 

Today is the first time it has happened long enough, and I've had time, to troubleshoot

[JimM11]

@Anon2024 Just had a quick check of my EE Smarthub+, did record yesterday when i had reached 40 days up so snapped all the logs, now at 41 and half days, but really only checking 5-10 day increments.

So i would be seriously concerned that you could not get to the Router hub manager with you laptop, did you notice that the wi-fi signal if it was gone on your mobile, and from your desc, the EE Router was locked solid, until it decided that a reset was on the cards, 

[Anon2024]

Yeah so no device in the house had the WiFi symbol. Phones were all on data, laptop had the world logo thing on it when it's not connected to WiFi, and ethernet just said unidentified network no Internet. If you try connecting on any device, just says "connecting" but never connects. All devices got WiFi symbol back after router reset itself and went back to normal.

[XRaySpeX]

Don't worry, the images were awaiting approval. I have now done so & they should appear soon.

[JimM11]

@Anon2024 Have attached my Status screen, take a look and compare against yours for FW version etc.

EE Smarthub+ SH31B

[Mustrum]

@Anon2024  another customer reported a FW upgrade earlier today, could your router just had a FE upgrade?

Edit, just approved your pic @JimM11 

[JimM11]

@Mustrum It is possible, only weird thing is they normally happen in the Early hours of the morning!

[Anon2024]

@JimM11 yep all the same apart from serial number and uptime obviously.

@Mustrum I doubt it was firmware as I've had this going on for almost a year now, and @JimM11  mentioned that usually happens over night or very early morning.

[Mustrum]

@Anon2024   the fw bit needed ruling out though.

But if it has been going on for a year the Broadband Team should have some historical info to look at. And it does depend on the frequency of your drops. Do you have any records you can share, or is it just one every now and then?

Thinkbroadband has a handy Broadband Quality Monitor  tool that records Broadband Quality, if your router responds to an external ping, which can be very helpful in recording issues.

[JimM11]

@Anon2024 Will closely re-read your posting tomorrow a few times to get any kind of feeling about what is going on, in the meantime, when issue occurs text HELP to 66033, to initiate the EE diagnostic service, that will filter through every device, ONT - EE Router - Network Devices - 2.4ghz and 5ghz, Think it will get to the ONT fine and Brick Wall when it try's to get to the Router. Will get back shortly.👍