Outdated router

[FiestaRed]

I've had my current EE router for a number of years now. It's the one with a black plastic strip down the centre of the front that carries the lights. Over the last couple of years I've had problems with my internet dropping out at least five times a day and I'm wondering if the router needs changing.

Can anyone help or advise who I should contact to follow up on this please?

[JimM11]

@FiestaRed You call EE CS. The contact us help from below!

Contact Us | Help & Support | EE

[FiestaRed]

Thanks for the help. Really appreciated.

[XRaySpeX]

What is the name of the EE BB plan are you on including its speed?

By your description you are using the BrightBox 2 (which I use on Full Fibre). Is that right?

[FiestaRed]

Thanks for the reply.
Sorry but I'm not sure where to find the name of my EE plan but I am pretty sure the router is the one you mentioned. Grey sides with a shiny black strip of plastic down the centre and the lights are central in a vertical row. Roughly 16 x 12 cm.

[FiestaRed]

Just found my plan. It's the Standard Broadband with Landline.

[XRaySpeX]

The BrightBox is the correct router for EE Standard BB.

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 SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs. Also post the Home > Status page.
• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• 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. Try a speedtest, preferably wired using an Ethernet cable supplied with the router, 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.