Internet always shutting down

[Anon2024]

Hi all,

We've been having this issue with our WiFi since we moved to EE back in April. All devices in the house suddenly disconnect and cannot connect again until we restart the router. I've tested ethernet when this has happened and ethernet also does not work. We have the smart hub plus, and the light remains aqua during this outage. Happens randomly multiple times a week. EE have said the line is showing that it's all good.

Any ideas what this could be? EE's customer service has been absolutely terrible in relation to this issue - have had multiple live chats, with one of engineers adamant on the fact that the issue is to do with poor signal, despite ALL devices in the house failing to connect, even when DIRECTLY next to the router, and even then tried to sell me their expensive boosters which obviously will not help since it is definitely not a signal reach issue (I have multiple pictures of devices saying "connecting" or "unable to connect" with FULL bars of signal)

Thanks for your responses in advance and sorry for the long explanation!

[JimM11]

@Anon2024 What type off connection do you have? Fttp or fttc and when you have the issue, ethernet/wi-fi can you get to the hub manager on 192.168.1.254 to see if/what is showing with the router? When its locked up can you text to EE on your mobile to get them to have a look see. Details below, and they should contact you via mobile etc.

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[Anon2024]

I have FTTP with ONT box still all green when the outage happens. Can't access hub manager through the web and EE app just says can't show this right now. I'll try texting next time it happens, but it's difficult when multiple people work from home and constantly rely on it being up!

Thanks for your response!

[JimM11]

@Anon2024 If you are relying on the app to show you status, and you cannot get to the hub manager, then it looks like your wireless interface may be down, but you also say that you have checked ethernet, i would prime your ethernet to check on web with http://192.168.1.254 as soon as you have the issue. If it connects you can goto restart the hub of the first page and see what happens. If you cannot do anything the router is the suspect, but get ethernet device working now while your router is in a good condition, that helps... EE test will only check from there end and interrogate, but if they think its good on there end then you hit the brick wall.... 

[Anon2024]

So when I checked the ethernet during the lock out, my laptop just said "identifying, no internet" and the http://192.168.1.254/ would not load. Router has been swapped out for a new one but hasn't solved it. Next time it happens, I'll try ethernet again to try accessing the hub manager. 

Looks like I have pretty much hit a brick wall though since EE keep saying everything looks fine on their end and the new router didn't help!

[JimM11]

@Anon2024 You need to get the hub manager working now, the address i gave is the default unless you have changed the router IP to something different, when first connected your laptop will go try to connect, if it cannot get an IP from your router then you are not going any further your end, that is why i made the suggestion to see now. The router info is all in the slip out card back of the EE Smarthub+. If you cannot get it working now before the fault, then you have no way to compare. HTH

[Anon2024]

Thanks for your continued response.

Just plugged in my laptop via ethernet and loaded up the hub manager on that link you sent, all working fine at the moment.

Was curious and checked the technical log and around about the time the issue occured last night again, it says DSL connection lost, and before that Network interface eth0 down. Does this mean anything? Forgive me as I have no idea what anything means and I'm not tech savvy!

[JimM11]

@Anon2024 Anytime you see that, the WAN connection from either OR/ONT/EE Router is lost, basically broadband is down, it happens during maintenance, someone working external etc, as long as the router recovers then no issues, if you were watching router at the time, you would see orange led displayed on front, DSL down is normally followed by DSL up, but you are now getting the picture, in the logs click export and save it to a file, you can view it in notepad as a text shows you a lot of what is going on.... You are on the way to finding out now, i would reset you router at say midday, that will clear your logs, and now you can login hopefully it works when you have the issue and go back to logs have a quick look see what is going on...

Edit: if you have to power off/on to reset, then all logs are lost....

[Anon2024]

@JimM11 I see. That means I can't see the log from what happened last night since I had to restart router. Will try to access these logs before resetting next time if it lets me and I'll get back to you. I've seen the orange flashing light every now and again but the WiFi comes back after that. Unfortunately I don't think this is part of my issue as the light remains aqua and WiFi just does not come back until I restart router.

[JimM11]

@Anon2024 If you get the lockout and cannot connect to the router with ethernet, would try to just disconnect the wan ethernet port either back of router or at the ont to see if it all starts to work when you plug it back in... If not then power off back on, but you need to start logging when it happens, intermittent faults are absolutely the worst to find and correct. Fact you have had a couple of routers now displaying the same symptoms need to start looking elsewhere, so possible that your ont is going for a sleep and disconnect/reconnect gets it going. Just something else for you to try. switching off always losses the logs.