Intermittent Internet

[Dookss]

Moved to a more rural location this month (Oct 2022) and chose EE Broadband. Took out the highest speed possible in this location. After going live 23/09, seemingly very few issues. LG Smart TV connected, iPad & iPhone, that's all, for the moment. Past 4 days, the service has been below expectations. Connected but 'no internet connection' throughout the day & night. TV on demand is obviously poor, because of this, as is using any app on iPhone as connects, buffers, no connection and reconnecting etc. Mobile data at this location is extremely poor. Mast issues too. I am reliant on broadband unless I drive 10 miles! I have logged in to my Hub with admin password and downloaded the technical logs. Anyone out there to help? Reliant on WiFi up & running to even call 150 so calls regularly dropping out. 

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

What lights are showing on the router?

What does it say after you log into the router:

• For a BrightBox: in the Internet section on the initial Status page or
• For a Smart Hub: on the Advanced Settings > Broadband > Internet page?

Obscure your names & any digits in the BB Username but post the 1st 2 parts of the IP addy. This will tell us at which stage EE have got to.

Is this for ADSL BB or Fibre? Which router, BrightBox 1 or 2 or Smart Hub?

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

[Dookss]

Hello there, 

kind of you to reply.

I'm not really sure what information you are requesting! 

My EE Smart Hub arrived via post 23 Sept, the usual equipment I have had before. It's a new connection of Fibre Plus Broadband. BT open reach master socket. The usual set up. I don't have a landline phone (physically no handset) in my house either. 

Out of interest, I logged into the Smart Hub Manager tonight with the admin password just to have a look, 4G Oh. On the technical log, there's extensive listing of disconnected & connected throughout, hence why I'm experiencing intermittent service. As with intermittent, the hub colour changes from the AQUA, GREEN, FLASHING, YELLOW and back again to resting AQUA throughout day & night. I have, on occasion restarted the Smart Hub over the past 4 days. Normal service resumes but temporary until another disconnect/reconnect. I also hear the 'clicks' from the Hub. I was hoping it would right itself over a few days but it's actually worse with intermittent disconnect/reconnect.

Are you requesting these logs? If so, in what method? As an attachment to these messages or? Are you requesting my home IP?
 

[Dookss]

The first part of the Gateway is 172.16.

I keep losing connection whilst even conversing with you on the community! 

[XRaySpeX]

Just what I asked for. I'm not interested in the Tech Log at this stage. They are almost always just a matter of repetitious Down/Up when it's not working.

Use the Camera icon above your text to upload an image file to here.

[Dookss]

I take it I need to try to call 150 tomorrow then? I tried 'HELP' to 60071 but of course, outside hours, earlier on! Which led me to contact community.

[XRaySpeX]

You could or you can answer my Qs now. It's entirely your choice.

[Dookss]

Are you requiring more detail from me? 

[XRaySpeX]

Yes, what I asked you for in my 1st post & have been eagerly awaiting.

[Dookss]

Do you mean - 'Obscure your names & any digits in the BB Username but post the 1st 2 parts of the IP addy. This will tell us at which stage EE have got to.' ?

I'm a bit lost as to your requirements exactly? 
A photo of the Advanced Settings>Broadband>Internet page? But you wish me to edit it to remove my BB user name and?