EE keeps dropping for 2 minutes when streaming and gaming

[Joellee96]

It's really annoying. My house solely depends on internet and entertainment but the connection keeps dropping for a few minutes a few times a day which isn't ideal when gaming. Broadband was only installed a week ago

19:45:08 05 Nov. admin timeout from 192.168.1.101
19:43:48 05 Nov. CWMP: HDM socket closed successfully.
19:43:48 05 Nov. CWMP: HDM socket opened successfully.
19:43:48 05 Nov. CWMP: session completed successfully
19:43:48 05 Nov. CWMP: HDM socket closed successfully.
19:43:47 05 Nov. CWMP: HDM socket opened successfully.
19:43:47 05 Nov. CWMP: Server URL: https://eecore2.x.x; Connecting as user: ACS username
19:43:47 05 Nov. CWMP: Session start now server: https://eecore2.x.x Event code:
19:43:47 05 Nov. CWMP: Initializing transaction for event code 1 BOOT
19:43:43 05 Nov. 5G Client associate from a6:14:a0:67:f4:26 (IP=192.168.1.101) RSSI=-55 Rate=6Mbps host M2012K11AG
19:43:42 05 Nov. Receive a DHCP request
19:43:41 05 Nov. 5G Client associate from a6:14:a0:67:f4:26 (IP=192.168.1.101) RSSI=-48 Rate=0Mbps host M2012K11AG
19:43:41 05 Nov. Receive a DHCP request
19:43:40 05 Nov. DHCP device Connected: 192.168.1.101 a6:14:a0:67:f4:26 M2012K11AG
19:43:40 05 Nov. DHCP lease issued 192.168.1.101 to a6:14:a0:67:f4:26 M2012K11AG lease duration is 86400 seconds
19:43:40 05 Nov. 5G Client associate from a6:14:a0:67:f4:26 (IP=192.168.1.101) RSSI=-48 Rate=0Mbps host M2012K11AG
19:43:40 05 Nov. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:43:40 05 Nov. Receive a DHCP request
19:43:19 05 Nov. PPP IPV6CP Send Configuration Request
19:43:16 05 Nov. PPP IPV6CP Send Configuration Request
19:43:14 05 Nov. DHCP device Connected: 192.168.1.181 00:e4:21:97:20:a1 unknown
19:43:14 05 Nov. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:43:13 05 Nov. Receive a DHCP request
19:43:13 05 Nov. PPP IPV6CP Send Configuration Request
19:43:13 05 Nov. A device connected to Ethernet port 3
19:43:13 05 Nov. Wire Lan Port 3 up Speed 100 Mbps
19:43:12 05 Nov. NTP synchronization success
19:43:10 05 Nov. DHCP device Disconnected: 192.168.1.181 00:e4:21:97:20:a1 unknown
19:43:09 05 Nov. PPP IPV6CP Send Configuration Request
19:43:09 05 Nov. A device disconnected from Ethernet port 3
19:43:09 05 Nov. Wire Lan Port 3 down Speed 10 Mbps
19:43:06 05 Nov. PPP IPV6CP Send Configuration Request
19:43:03 05 Nov. PPP IPV6CP Send Configuration Request
19:43 05 Nov. PPP IPV6CP Send Configuration Request
19:42:57 05 Nov. PPP IPV6CP Send Configuration Request
19:42:57 05 Nov. WAN Sensing Auto sensing Complete interface selected
19:42:55 05 Nov. NTP synchronization start
19:42:55 05 Nov. WAN DHCPv6 events: INIT
19:42:54 05 Nov. PPP IPV6CP Send Configuration Request
19:42:52 05 Nov. WAN Sensing Auto sensing Running
19:42:52 05 Nov. Success - secondary DNS servers
19:42:52 05 Nov. Success - primary DNS servers
19:42:52 05 Nov. WAN connection WAN2_INTERNET_PTM connected
19:42:51 05 Nov. PPP: IPCP up
19:42:51 05 Nov. PPP IPCP Receive Configuration ACK
19:42:51 05 Nov. PPP IPCP Send Configuration Request
19:42:51 05 Nov. PPP IPCP Receive Configuration NAK
19:42:51 05 Nov. PPP IPCP Send Configuration ACK
19:42:51 05 Nov. PPP IPCP Receive Configuration Request
19:42:51 05 Nov. PPP IPV6CP Send Configuration Request
19:42:51 05 Nov. PPP IPCP Send Configuration Request
19:42:51 05 Nov. PPP: CHAP authentication succeeded
19:42:51 05 Nov. PPP CHAP Receive success : authentication successful
19:42:51 05 Nov. PPP CHAP Receive Challenge
19:42:51 05 Nov. PPP: LCP up
19:42:51 05 Nov. PPP LCP Receive Configuration ACK
19:42:51 05 Nov. PPP LCP Send Configuration ACK
19:42:50 05 Nov. PPP LCP Receive Configuration Request
19:42:50 05 Nov. PPP LCP Send Configuration Request
19:42:50 05 Nov. PPP: Received PADS
19:42:50 05 Nov. PPP: Sending PADR
19:42:50 05 Nov. PPP: Received PADO
19:42:50 05 Nov. PPP: Sending PADI
19:42:45 05 Nov. PPP: Starting PPP daemon
19:42:44 05 Nov. 5G WiFi auto selected channel 48 Bandwidth:80M(Reason:boot)
19:42:44 05 Nov. WAN Auto-sensing detected port DSL WAN
19:42:44 05 Nov. 2.4G WiFi auto selected channel 1 Bandwidth:20M(Reason:boot)
19:42:44 05 Nov. DSL Link Up: Down Rate=61939kbps Up Rate=16948kbps; SNR Margin Down=6.0dB Up=6.0dB
19:42:03 05 Nov. Receive a DHCP request
19:42:02 05 Nov. A device connected to Ethernet port 1
19:42:02 05 Nov. Wire Lan Port 1 up Speed 1000 Mbps
19:41:59 05 Nov. Receive a DHCP request
19:41:58 05 Nov. Receive a DHCP request
19:41:58 05 Nov. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:41:58 05 Nov. A device connected to Ethernet port 3
19:41:58 05 Nov. Wire Lan Port 3 up Speed 1000 Mbps
19:41:56 05 Nov. A device connected to Ethernet port 2
19:41:56 05 Nov. Wire Lan Port 2 up Speed 1000 Mbps
19:41:43 05 Nov. DHCP device Connected: 192.168.1.192 48:b0:2d:05:1d:f7 unknown
19:41:43 05 Nov. DHCP lease issued 192.168.1.192 to 48:b0:2d:05:1d:f7 lease duration is 86400 seconds
19:41:43 05 Nov. DHCP device Connected: 192.168.1.249 60:a4:b7:b7:d4:0d deco_M5
19:41:42 05 Nov. DHCP lease issued 192.168.1.249 to 60:a4:b7:b7:d4:0d deco_M5 lease duration is 86400 seconds
19:41:42 05 Nov. DHCP device Connected: 192.168.1.181 00:e4:21:97:20:a1 unknown
19:41:41 05 Nov. Receive a DHCP request
19:41:41 05 Nov. Booting firmware v0.06.01.08190-EE (Wed Aug 19 18:20:33 2020)
19:41:41 05 Nov. System start Button press (PowerButton)
19:41:41 05 Nov. System up
19:41:40 05 Nov. DHCP lease issued 192.168.1.181 to 00:e4:21:97:20:a1 lease duration is 86400 seconds
19:41:40 05 Nov. Receive a DHCP request
19:41:40 05 Nov. Receive a DHCP request
19:41:40 05 Nov. Detect and configure Ethernet port1 as LAN
19:41:40 05 Nov. Hub has activated against the device management system
19:41:40 05 Nov. WAN Auto-sensing last connection port: DSL WAN
19:24:45 05 Nov. 5G Client associate from a6:14:a0:67:f4:26 (IP=192.168.1.101) RSSI=-54 Rate=526Mbps host M2012K11AG
19:24:45 05 Nov. Receive a DHCP request
19:24:43 05 Nov. 5G Client associate from a6:14:a0:67:f4:26 (IP=192.168.1.101) RSSI=-56 Rate=6Mbps host M2012K11AG
19:24:43 05 Nov. DHCP device Connected: 192.168.1.101 a6:14:a0:67:f4:26 M2012K11AG
19:24:43 05 Nov. Receive a DHCP request
19:24:42 05 Nov. 5G Client associate from a6:14:a0:67:f4:26 (IP=192.168.1.101) RSSI=-56 Rate=6Mbps host M2012K11AG
19:24:42 05 Nov. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:24:42 05 Nov. Receive a DHCP request
19:12:04 05 Nov. Port forwarding rule added via UPnP/TR064. Protocol: UDP external ports: any->60750 internal ports: 60750 internal client: 192.168.1.181
19:12:03 05 Nov. Port forwarding rule added via UPnP/TR064. Protocol: UDP external ports: any->8571 internal ports: 8571 internal client: 192.168.1.181
18:46:28 05 Nov. DHCP device Connected: 192.168.1.126 3e:09:8d:32:30:7e M2012K11AG
18:46:28 05 Nov. DHCP lease issued 192.168.1.126 to 3e:09:8d:32:30:7e M2012K11AG lease duration is 86400 seconds
18:46:28 05 Nov. 5G Client associate from 3e:09:8d:32:30:7e (IP=192.168.1.126) RSSI=-54 Rate=6Mbps host M2012K11AG
18:46:27 05 Nov. Receive a DHCP request
18:46:23 05 Nov. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
18:40:54 05 Nov. DHCP device Disconnected: 192.168.1.101 a6:14:a0:67:f4:26 M2012K11AG
18:40:49 05 Nov. 2.4G Client disassociate from a6:14:a0:67:f4:26 (IP=192.168.1.101) RSSI=0 Rate=0Mbps
18:40:48 05 Nov. 5G Client disassociate from a6:14:a0:67:f4:26 (IP=192.168.1.101) RSSI=0 Rate=0Mbps
18:16:59 05 Nov. DHCP device Connected: 192.168.1.101 a6:14:a0:67:f4:26 M2012K11AG
18:16:34 05 Nov. DHCP device Disconnected: 192.168.1.101 a6:14:a0:67:f4:26 M2012K11AG

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

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. 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.

[Joellee96]

Product name:Smart Hub

Serial number:+EEH001+2225003559

Firmware version:v0.06.01.08190-EE

Firmware Updated:Your Firmware has not been updated.

Board version:01

DSL uptime:0 Days, 1 Hours, 44 Mins, 21 Secs

Data rate:16.95 Mbps / 61.94 Mbps

Maximum Data rate:16.63 Mbps / 71.22 Mbps

Noise margin (up/down):5.9 / 5.8

Line attenuation (up/down):17.4 / 13.7

Signal attenuation (up/down):17.3 / 13.7

Data sent / received:53.8 MB / 256.8 MB

Broadband username:PRODUCTIONHQNUN622831664@fs

2.4 GHz wireless network name:EE-Hub-cL6J

2.4 GHz wireless channel:Smart (Channel 1)

5 GHz wireless network name:EE-Hub-cL6J

5 GHz wireless channel:Smart (Channel 48)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

MAC address:A8:A2:37:66:23:3C

Software variant:-

Boot loader:0.0.3-EE (Mon Dec 4 17:32:53 2017)

[Joellee96]

I lost signal and immediately took a lote if the time and went to the event log and these were the first 2 events as I disconnected

00:09:42, 06 Nov.Hub has activated against the device management system

00:09:42, 06 Nov.WAN Auto-sensing last connection port: DSL WAN

[XRaySpeX]

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

[Rubini33]

Yup exactly the same issue here !! 

[XRaySpeX]

@Rubini33 : Carry out the diagnostic instructions I gave the OP above.