Connection frequent drops recently

[LiamGJ]

Dear EE CS team,

I have the latest smart hub. It has been working well and stably for a while, about 1 month. Then the internet connect starts flucturating. It drops out and reconnects often. As long as it is connected, speed is very fast. I have tried to reset the router by pressing and holding the reset button at the back of the router. After the fist time I did that , the internet had been stable for about 20 days. The issue is back again. I tried to reset the router using the same way the day before. It isn't helpful this time. I am suspecting there could be something wrong with EE server(s).

Look forward to hearing from you. Thank you.

Kind regards,

Liam

[XRaySpeX]

Welcome to EE's Home Broadband Forum. This is not the EE CS team!

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.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, 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.