Broadband issue

[Badhatharry]

Hi I’m currently keep getting and issue with my were I’m loseing my connection to the internet.the hub stays on a blue light but you cannot connect any device even by wi fi or Ethernet.

i did the basics unplugged hub and it works again only to do do the same thing 2 to 3 times a day.

So I’ve spoked to support two times now first time we swapped my hub for a new one but day later same issues.

came back from hoilday had full fibre installed so thought if issues with outside cables it would be fixed as new ones, but still getting issues.

rang support again they did some checks said line seams fine but I should give it a week after full fibre install for it to settle down.

Only fault I’ve managed get was a couple of times on the app coming back saying could be out of sync with Cabinet.

Will ring again in couple of days when I get chance but just wanted see if anyone else had same issue and maybe a fix.

[Badhatharry]

I’ve just posted about the similar issues and I can say yes to all you points as well as new hub and upgraded cables to full fibre mine does come back if you unplug it but then will do it again at some point.

[XRaySpeX]

What lights show on the ONT?

If the router has the Aqua light then your BB is up & running. Therefore any issue is within your property. Confirmed by similar before you had Full Fibre installed.

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

What are the devices you have which you are having trouble with?

[JimM11]

@Badhatharry Then you should call EE CS when it's NOT working and let them check out what they see, do HELP to 66033 as the text and get it moving testing wise.

[JimM11]

@Badhatharry Answered on another post, FF Full Fibre does NOT need a week to settle down it works or it does not....

What hub do you have and what type connection as you mention Full Fibre and NO point in keeping swapping hubs cables about, that is the EE way, 2nd set now either you have a fault or you are unlucky two out off two bad. All the hubs below say which is yours.

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

[Badhatharry]

Yes it stays on aqua when it goes wrong.

ont. Green on power and PON flashing green on LAN

got a smart hub SH31 B

on full fibre 900 standard 

all device iPhone,pad,Xbox,ps 5 sky glass no mater how they connected wi fi or Ethernet(which I replaced or not even used).

tried different plug power sockets as well

[XRaySpeX]

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@JimM11 wrote:

NO point in keeping swapping hubs cables about

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The cables OP is referring to are not hub cables but the switch from copper incoming (ADSL or FTTC) to Fibre (FTTP).

[Badhatharry]

Got smart hub 6 plus

yes fibre to premise 

[XRaySpeX]

If BB is working as indicated by ONT & Aqua light on router I can't see any reason why you can't get at least 1 device of yours well connected. So there may be some underlying cause we can't see. 

Text HELP to 66033 to get EE to test the line & see what needs doing.

[JimM11]

@Badhatharry Do the text HELP to 66033 when it is NOT working and have EE CS tell you why from the testing.

If you know how to pppoe direct on the ONT you can do that also and see where you get if it's EE Hub issue or getting blocked.