Internet keeps dropping out after 10 minutes.

[Samwalker2201]

Hi. I am on EE. I have been with them 3 months and had no problems so far apart from a couple of downtimes. 

my internet keeps dropping every 10/15 minutes like clockwork. I’m then having to sit and reset it and then it come back on only to go off again 10/15 minutes later again. 

what is causing this? My internet is connecting absolutely fine then just dropping. Any replies are appreciated 

[Samwalker2201]

By dropping I mean the service colour turns (orange) I believe I am colourblind so it’s hard to tell but I’m pretty sure it’s orange 

[XRaySpeX]

Which EE BB plan are you on including its speed? What EE router do you have?

[nmdj27]

 

This is happening to me, also. The internet was off on Sunday morning, so I logged a fault. I turned off the router and the Openreach full fibre box, powered on the Openreach box, and then the router. The internet was restored but dropped 10/15 minutes later. I had to repeat these steps to get the internet back on, but it dropped every time after 10/15 minutes.

The first engineer changed the router and all the cables, but the same thing happened. They said this is an Openreach issue. The Openreach engineer came out today and changed the Openreach box; the same thing happened. They said the internet is getting to the box, and it's an EE issue. So I'm stuck in limbo with no one taking responsibility and no internet. My speed is 900 MB and attached picture of my router. 

[JimM11]

@nmdj27 What is the colour of the EE led when you have the issue, and also what are the lights on the OR ONT modem displaying?

[nmdj27]

When I have the issue the light is solid green. The ONT has 2 solid green lights on power and PON. 

[JimM11]

@nmdj27 The Lan LED on the ont should be ON, when you have the fault, just remove the WAN cable from the back of the router, give it 30 seconds and then plug it back in and see what happens. Take a look at your ONT lights when the router is working so you see the condition!

[nmdj27]

 

The 3 lights is when its working and the 2 lights are when it stops working. 

[JimM11]

@nmdj27 I know how this all works, trying to establish if it is the router failing to communicate to ONT or if it is the ONT that has stopped responding, that is why i asked just to do the cable out and back in, with nothing else. If that does not work post back and next step can be defined, this is an awkward one to sort out, as its a chicken/egg situation.

[nmdj27]

Appreciate the support. Its been a head scratcher. Unplugging the ethernet cable an plugging it back in does nothing at at all. The lights on the ONT remain the 2 solid lights in the photo. No flicker from the LAN light at all.