Broadband issues

[AristidesMerino]

My broadband has been unstable since 3 days ago, It's been disconnecting every 5 mins.

[JimM11]

@AristidesMerino As you have not supplied much info regarding what is going on or what service that you have but if you are on the new EE, use the link below and the text service, if on older call them and have your line checked.

Contact Us To Request Technical Support for Broadband and Landline | EE

[XRaySpeX]

Which EE BB plan are you on including its speed? What EE router do you have (read its label or post a pix)?

[AristidesMerino]

My router is a smart hub plus and the service a 41 mb 

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

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. Try a speedtest, preferably wired using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. 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.

[AristidesMerino]

I mostly use my internet by ethernet, so the problem isn’t that. Wifi doesn’t work as well and the light of the router is yellow by now. Before it was yellow all the time the internet was dropping every two minutes, and now as I said, it’s yellow and no internet at all. I’ve attached a pic of when I log into the router.

[XRaySpeX]

Yeah, but that's not I asked for. It tells me nowt other than than you have a Smart Hub Plus,

[JimM11]

@AristidesMerino What the lights mean link below, yellow is not one of them. Possible it is orange though. Would text HELP to 66033 and have EE check your line just incase it's developed a fault on it.

https://ee.co.uk/help/broadband/fix-problem/what-the-lights-on-your-ee-smart-hub-mean