Internet unreliable

[colepeter7]

Hi, my internet connection is unreliable and keeps dropping out. I spoke to technical support last week and they ran some tests. They told me the problem was the lead with red ends that connects the router to the fibre interface. They sent me a replacement.

With the new lead fitted the problem is just the same. I still notice I have to reconnect our mobile phones to the internet several times a day and our Freeview box keeps buffering whilst watching catch-up TV.

I might be imagining it but it seems to me the problem started after the router and fibre interface boxes had been turned off for ten days whilst we were on holiday. Just a thought, but may not be the case.

How can I get back to a reliable internet connection please?

Peter 

[JimM11]

@colepeter7 Take a look at the linked post you say not what you have EE Hub wise so it's all just a guess....

EE Hub firmware versions - The EE Community

Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi - The EE Community

[Northerner]

Hi @colepeter7 

What are the lights on the router showing.

Are you sure this is not just a WiFi issue over the connection to your router.

Thanks 

[colepeter7]

Hi,

Thanks for your reply. The light on my router is what EE describe as
'Aqua'. On the fibre interface box all three LEDs are green. Does that
explain anything?

Thanks
Peter

[JimM11]

@colepeter7 Yes, it explains that ONT Green lights Power steady Pon Steady and Lan flashing as the EE Hub is sending back/forth would be looking as if working, Aqua light on the EE Hub it's connected to the Internet.....

Now you need to check if you have a Wired or Wireless connection issue from your device/s to the EE Hub...

Not sure when were or what your Hub is you do not say, and there was some FW updates getting pushed out causing stability issues with that! The two links above let you know and guide you for what to look at!

[colepeter7]

Hi JimM11,

Thanks for responding. My Smart Hub is a 6 Plus (SH32B). The software
revision is R4.26.3

Does that explain anything?

Peter

[JimM11]

@colepeter7 Yes it does, the Hub has been FW updated sometime to the end off June or possibly later, so you are now on the Latest with all the Instability issues fixed out alleged, if you can just power the Hub off for at least 5 minutes, and then back on again to see how that goes, also say if you are using any wifi extenders wither they be EE Supplied ones or Third part devices. 

The EE CS agent who checked the system remotely may have indeed seen that the Wan connection was down lower and the suggestion off swapping the cable is one off the step's as it has not fixed what you are seeing, next step is either for you to look at the EE Hub with the Web manager interface, not interested if you are going to try doing this with a mobile phone, or get back onto EE CS inform them it's not resolved to which may be a replacement EE Hub sent to you. This is not everyone's cup off tea looking at a hub, if the call is best then do it that way! 

[JimM11]

@colepeter7 As a separate i am linking this post below, the reference is all for @Gelert5 to which he is now seeing since the latest and greatest has been done, take a read. You may just have to skip back one page to get the gist off what is being seen.

Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi - Page 6 - The EE Commu...