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!! 

[XRaySpeX]

When you do a speedtest, as you just did but took it away, can you also show that the router stats, 2nd image of your 8 PM yesterday post, are not still ticking over at about 24 Meg. Also whether speedtest is done wired or wireless.

[New5]

Sorry I have to keep switching between WiFi and mobile as it drops off completely so I didn’t think it loaded the screenshot. 
the Speedtest started on WiFi ( not wired)  but as it dropped off it went to mobile data so not sure it helps or not.
Couldn’t get on to the router log in page at all as you guided previously as no WiFi so it doesn’t load. The lights still on again. 
It is back on again as is the case always as it eventually settles and works again. 
tested now 

 

[JimM11]

@New5 When i first moved over from sky using the SR203 router never had an issue with broadband speed or stability, as soon as i put the EE Smarthub+ on the OR Master socket then stability issues but speed dropped and never had or lost the connection, would sync way back speed wise, turned out to be error's on the line, that the 4/5th OR engineer finally traced.

Connection from the pole came to an old junction box GPO on it so was really old, he lifted the tails off the junction box and the cable going to the master socket, crimped them together and never looked back from that point onwards.

[New5]

Thanks for that. This is what slightly concerns me is that it still could be a line problem again. 1 OR Engineer did say it showed something at around 40 metres but then it was fine? Didn’t seem too concerned about it but couldn’t understand the devices / router showing as reconnecting all the time and thought we just have older devices! ( Not the case at all but he wanted to get home!)

The first 2 found nothing at all and were next to useless as they didn’t even know it was not full fibre. The last one was more comprehensive but believed it was definitely the router as the line was perfect and again noted devices show as reconnecting to to the router every couple of minutes or so but the router change made no difference!
The line to the property is copper wire overhead but then the line is underground on the property for around 600metres or so before it reaches the house, so it would be our problem to sort anyway if it’s within this but with no way of knowing if it is line or just a weird issue with the router and us,  it’s all clutching at straws. 

[JimM11]

@New5 The last engineer i had put the tester on the line, saw error's within the indication, went to the ground box disconnected and tested, was clear on the OR side, then just worked his way back towards the home until the error's reappeared when he connected back, the last point was the old GPO junction box, so he grabbed the two wires, crimped them and tested finally back at the master socket with no more error's showing, that solved the problem, had bad connection at the ground box but that must have been 20 years ago at least....

[New5]

Thanks. It seems a lottery with openreach as we have had some really helpful ones and ones that just don't want the work! 
I was hoping someone with knowledge may have some advice on it being a simple issue in house on our set up as it only started with the switch from sky router to EE and we could hopefully sort it out as us missing the obvious !

I think we will just have to replace the 600m on our property ourselves and see if that works before we keep getting them out again as each one has a different opinion other than reconnecting every few minutes. It’s then another 1800m after our property before the next box so it may be a long process doing it this way around which is really frustrating to say the least!