Issues with broadband

[Tracey2002]

I’m having lots of issues with my broadband.the hub says I’m connected but my devices say different.it constantly disconnects,if I am able to connect,it’s pretty slow and the buffering.yesterday I’d say I lost connection at least a dozen times.I wish I’d read the reviews before I switched.any advice would be appreciated 

[Mustrum]

Hi @Tracey2002 

Have you recently moved to EE?

Which router and service do you have?

Is it just Wi-Fi connections you have issues with, do you get the same with wired connections.

As for reading reviews, EE's broadband is as good as any other ISP using the Openreach infrastructure, and the troubles people have are likley to be the same with any ISP.

Have you spoken to the Broadband Support Team? 

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

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.

Full router stats are key to any speed & connection issues.

2. Try both a wired & a wireless speedtest here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. 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.