New router for digital phone

[HB73]

Hi.  I was sent a new router in February  as the landline was now digital.  To date I have had 3 routers, two adaptors and three engineer visits. I have spent over 15 hours on landline - when it works - trying to fix problems. It is an intermittent fault but most of the time doesn’t work properly. The television either buffers or asks to check network connection. Sometimes takes 20 attempts to phone out on landline - messages saying line out of order or unrecognised number or not available. People ring me on landline or mobile but phones don’t ring but sometimes says missed call when I’m standing by phone! The PC and air printer won’t work, the iPad buffers and very slow and takes multiple attempts to pay bills and access online banking.  I have been advised to change phone batteries, passwords reset numerous times, unplug and plug in, reset to factory settings. My security cameras are offline and  communication via mobile and landline not possible most of the time.  Has anyone got any advice? Everything fine on the old router but apparently have to have this one for landline.  Many thanks.

[JimM11]

@HB73 Your table were the EE Smart Hub 6+ sit's do a test, remove ALL off the items on it so all you have is the EE Hub there, The Tp-Link should be fine, the landline phone stick it down on the floor but still connected away from the Hub.....

[HB73]

Thanks Jim. EE say that when monitoring from their end everything looks ok and when engineer here no faults showing apart from when he did resistance test - whatever that means! Was wondering when you were having trouble did it show up when they were doing testing ? Or did they maintain that no faults registering?

[JimM11]

@HB73 My condition showed on the EE Hub as a sync speed issue and general operation was semi fine, with sky who was my previous ISP i had like you a steady rock solid 40/10Mb/s split.... As soon as i put the EE one on speed was all over the place with it as much to say would be 20/5Mb/s after a week or two, took many Engineers visit's eventually i just staid stum tried very hard not to tell them how to do there job, got the last one to listen and he was the person took his time went and found the fault.... 

I fought EE like you are doing but did get to the route off the error condition, the problems are all the Older Engineers like myself are all retired now, and Full Fibre is the new generation and all the younger kids on the block are just not interested in copper cable, do not understand the principals of operation and find it very hard to work out what is going on with it all.

When things go wrong you need to be very logical in the testing, EE's snapshot in time test HomeView+ software they use is just not the be all and end all, it will report that everything looks fine that's to be expected....

If you wish to go down the look see at the Hub let me know, just a few screens to look at, capture and post up, will give a better overall view off what is going on with it. I have a few older EE Screen captures from way back 18months ago so can get you pretty near them by just looking at mine....

[JimM11]

@HB73 Are you getting the PM Private Messages i am sending to you?

[JimM11]

@HB73 See the link below, this is one off the screens that is off interest to start with.

Re: Regular Connection drops - The EE Community

[HB73]

Where would they be?

[XRaySpeX]

Look in Private Messages - The EE Community

[JimM11]

@HB73 You do this from what you posted earlier yesterday i think... ""I think I found how to go on hub but if they can’t fix I’m not sure I want to mess about with it in case I make it worse! I don’t know if any other suppliers will be better.""

[HB73]

Thanks Jim.  Just seen this.

[x91]

I don’t understand all the head scratching going on here.

“…engineer here no faults showing apart from when he did resistance test - whatever that means!”

So, high resistance fault =  poor/intermittent connection somewhere = dropped/resent packets = p.poor speed.  Simple.

In fact, if this is a part fibre, copper FTTP connection, (you suggest it goes through the old phone socket), it will function with one of the copper pair disconnected but the speed will go to hell.

The real question is why the so-called engineer didn’t do his job properly and trace it and fix it.