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No internet connection

Alicephil
Contributor
Contributor

‎29-01-2023 08:23 PM

Hi, 

My internet connection keeps dropping randomly throughout the day. The smart hub says it’s connected, aqua solid light etc but not actually able to use on any devices as it says “no internet connection”

When I reboot the router it starts working again. Any ideas ? Router is fairly new - September 22 

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4 REPLIES 4
XRaySpeX
Grand Master
Grand Master

‎29-01-2023 08:28 PM

Welcome to EE's Home Broadband Forum.

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.
  • For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

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

2. 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.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)
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Alicephil
Contributor
Contributor
In response to XRaySpeX

‎29-01-2023 08:49 PM

 

Hi thanks for the reply 

Product code: Smart Hub 2

Serial number: +EEH002+2221001224

 

Firmware version: v0.05.01.09191-EE

Firmware updated: Thu Nov 17 07:17:11 2022

Board version: R01

GUI version:1.2 06_07_2022

DSL uptime:0 days,00 Hours25 Mins27 Secs

Data rate:448 Kbps / 7.712 Mbps

Maximum data rate:1.400 Mbps / 8.468 Mbps

Noise margin:29.0 / 5.9

Line attenuation:28.5 / 44.5

Signal attenuation:0.0 / 44.5

Modulation:G.992.1(DMT)

Upstream error control:Off

Downstream error control:Off

Data sent / received:11.6 MB Uploaded / 426.3 MB Downloaded

Broadband username:

2.4 GHz wireless network name:EE-3GC2PG

2.4 GHz wireless channel:Smart (Channel6)

5 GHz wireless network name:EE-3GC2PG

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

MAC address:C8:99:B2:C0:4F:11

Software variant:-

Boot loader: 0.1.7-EE (Fri Sep 20 18:43:31 2019)

03540CEA-318A-4E0A-8F14-48CC9217701E.png

XRaySpeX
Grand Master
Grand Master
In response to Alicephil

‎29-01-2023 08:54 PM

Is that router black or white?

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)
0 Helpful
Alicephil
Contributor
Contributor
In response to XRaySpeX

‎02-02-2023 07:19 AM

It’s a white router. 

Nothing to report on the quiet line. Here are my router stats again whilst plugged in the main socket 

 

Product code:Smart Hub 2
Serial number:+EEH002+2221001224
Firmware version:v0.05.01.09191-EE 
Firmware updated:Thu Nov 17 07:17:11 2022
Board version:R01
GUI version:1.2 06_07_2022
DSL uptime:0 days,00 Hours04 Mins30 Secs
Data rate:448 Kbps / 8.096 Mbps
Maximum data rate:1.396 Mbps / 8.684 Mbps
Noise margin:29.0 / 5.9
Line attenuation:28.5 / 45.0
Signal attenuation:0.0 / 45.0
Modulation:G.992.1(DMT)
Upstream error control:Off
 
Downstream error control:Off
 
Data sent / received:6.0 MB Uploaded / 4.7 MB Downloaded
 
Broadband username:
2.4 GHz wireless network name:EE-3GC2PG
2.4 GHz wireless channel:Smart (Channel6)
5 GHz wireless network name:EE-3GC2PG
5 GHz wireless channel:Smart (Channel36)
Wireless security:WPA2
Wireless mode:Mode 1
Firewall:On
MAC address:C8:99:B2:C0:4F:11
Software variant:-
 

 

Boot loader:0.1.7-EE (Fri Sep 20 18:43:31 2019)
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