Internet Drops Since Moving to EE

[kennethmacleod]

Hi,

I have recently moved to EE from BT Broadband. I had no issues when I was with BT but since making the switch I have noticed my connection drops daily at approx. 12:53pm. The lack of internet last about 1-2 mins. I have checked the router when it happens and the lights all remain on as if the connection is still present. During this time no one in my house can use the internet. 

Any ideas or suggestions would be helpful 

Thanks in advance

Kenneth

[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.
• 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. 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.

[HermanTay]

My EE broadband connection drops literally EVERY NIGHT one, two or three times, always between 2-3am, and then again about 4-5 am. Had multiple broadband companies at home before, and they worked brilliant, this annoying issue is just happening since I changed to EE. Want a solution ASAP. 

P.D. Please, just avoid the usual solution:  Post your full router stats: For a BrightBox: login and go to Advanced Settings > System > DSL ... 

it won´t work. Need something effective. Not only me, but the hundreds of others having the same issue. It is just ridiculous a company big like it is, is not able to solve something like this. Thanks.

[XRaySpeX]

@HermanTay : Please supply "the usual solution" as you name it! Otherwise we can't help other then the obvious "Call CS". How else are we to know the characteristics of your particular line sitting over here?