Devices disconnecting every 5 minutes

[New5]

Hello . We switched to EE in October from Sky and have had disconnection issues from the WiFi hub since it was installed. ( Essential Fibre 36 ) 

The lights on the hub never change but basically we will lose connection every day several times a day. Sometimes it is literally just a case of only one tablet being used at any one time as soon as the other picks one up, it disconnects as it cannot cope with 2 devices. Leave it a few minutes and you can get back on albeit at a very slow speed initially ( speed checks show anywhere from 0.5mb to 5mb) but then eventually back to around 19mb. 
Devices are mobiles , desktop, Printer etc. Only 2 people in household. No TV streaming . So not exactly pushing the limits I wouldn’t say. 
6 Engineer visits so far. 2 In house from EE and 4 openreach. Line tests fine every time but the last 2 openreach showed us the screen which showed the router keeps disconnecting every 5 minutes or so which they said isn’t right at all so a new router was sent. 
Exactly the same with the replacement so nobody seems to know the answer!  Sockets checked by openreach ( master socket no others in house) 
Every time we contact , it apparently shows as a definite fault at EE CS end but yet openreach say absolutely no faults and EE cs don’t understand what they are seeing basically. 

Although we have had many line problems in the past (being end of exchange and part fibre it is slow anyway)  but these were all identified and fixed as trees rubbed through but the faults were complete loss or intermittent with router lights going off.
This is completely different and I am not sure if it is coincidental that it started after switching to EE hub or is there a reason it could be just this hub as honestly  if the engineers cannot understand why, I definitely don’t!  We are able to leave as the guarantee was 30mb and we don’t ever hit 21mb but if it is a line issue, this doesn’t help either. 
Any help really appreciated!! 

[Mustrum]

@New5   Is there any chance you can get a service from anyone else that does not use Openreach?

If not you could raise a complaint to EE to see if you issues can be resolved?

Or switch to a supplier with a good reputation for resolving tricky fault conditions, alas they tend to be a little more expensive. You could look at A&A or Zen as a couple of examples.

[New5]

Thankyou for your reply. I cannot imagine so as we had a job to get the main providers! Basically SKY didn’t want to renew our contract as the line maintenance was so costly ! They would renew but at £50 + for basic broadband package. 
Frustratingly fibre is now only less than a hundred metres away but as we are one property , they won’t bring it down to us as the current line takes the longest route imaginable through trees and across a major road to get to just us.But to be fair we have never had any issues previously with openreach via sky and it was always fixed. This time we had a couple “ fresh out of school and ideas” but the last couple were very comprehensive but could not work out why the line shows perfect ( although that surprised us as it has never been that!) but their screen shows it is losing connection constantly and resetting every 5 mins or so. 

[Mustrum]

@New5   you could check the Ofcom availability site, or your preferred comparrison site to see if other suppliers are available. https://checker.ofcom.org.uk/en-gb/broadband-coverage 

But if engineers are showing disconects every 5 minutes, they should be able to work out where.

And if your speeds are lower than they should be it suggests a line problem somewhere. Maybe they just don't want to replace it, or can't get trees trimmed.

[New5]

Thank you. Speeds are just lower than the guarantee of 30mb but it has never been anywhere near that speed in 15 + years the maximum has been 20mb so I think that is just where the line speed sits being end of the exchange line with the last mile or so of copper wire connection. Ofcom checker only shows 21mb available.
The engineers reports are showing that the devices and router disconnect and reconnect constantly but no line drop outs. The replacement router is exactly the same though which what they expected it to be. Not an old house so no thick walls or nearby interference. It is a very different problem to the many previous faults which were all line issues and repaired.
This just seems specific to the router and our devices which makes no sense to me! 

[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 SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs. Also post the Home > Status page.
• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• 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.

[New5]

 

 

Thankyou kindly. I will endeavour to try those and get back to you. 
I don’t have any Ethernet connections as it is mobile devices . The cctv is Ethernet but it is viewed via a WiFi device, so I couldn’t really say if it is affected. 

I have attached the Speedtest suggested and also past ones as I had . 

 It is intermittent as to when we cannot connect at all but will always occur everyday and sometimes several times a day. Basically one person can be just using your mobile and when the second person picks up a device, they cannot connect and my device WiFi would go so slow that eventually neither can use as it spins in circles and you have to wait 5 minutes before you any device can reconnect to the WiFi.   
Once I can get a connection again after this and run a speed test, it can come back as anything from 0.5mb to 12mb but will eventually just go back to normal. Lights never change on the router . Always as normal.
Speedtests by openreach engineers when plugged in show normal ranges and no line dropouts ( there were blocks of dropout but this is when we have to restart the router as it doesn’t always just come back  ) but when they looked at the router stats, it was pages and pages of red dots showing devices disconnecting literally every 5 minutes or so.

Cannot check the last point as no telephone number as it was moved to IP voice and as the phone line was so unreliable in the past we dropped it to only broadband. Ofcom estimate is 22mb. 

. 

[New5]

Sorry this may sound stupid ! I have tried the first part suggested with the hub manager. I have never used it before so I am not sure if this is correct or not so I have added a quick screenshot of what I am looking to see it is the right part as I could not find reference to BB usernames and ssid. And another Speedtest! Thankyou 

 

 

 

[XRaySpeX]

Thanks! That last was just what I was after. The BB speeds you are getting are fine & up to all expectations. In fact there's no way EE can guarantee 30 Meg there. The fastest estimated is 22.2 Meg & you are actually getting 24.4 Meg.

As the lights never change on the router the BB is not going down. Your issue is with the WiFi within the home. What EE router & WiFi extenders do you have (read label or post a pix)?