Re: EE Broadband keeps dropping out

Bsmart · ‎03-09-2022

I hope you can help us XRaySpeX, we've been with EE a while and had issues with dropping out with our BrightBox, before we renewed we sought assurances this would be fixed and they sent us their latest Smart Hub - their systems guy tweaked some settings and it appeared to be fine, now after 10 days away it's worse than ever - this dropping does not appear to show on the Smart Hub lights (unless we don't see it happen) but it does show on the Alexa's, buffering on the TV, disconnections when I'm working from home, etc - hope this reveals something for us...

Link to wired speedtest: https://www.thinkbroadband.com/speedtest/1662191023640759255

XRaySpeX · ‎03-09-2022

@Bsmart : All your results are fine & show no sign of issues.

Have a look on the Advanced Settings > Technical Log > Event Log page for events like "DSL Down/Up" & "Authentication Successful".

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)

Bsmart · ‎03-09-2022

I've removed the split plate but there is not a test socket. No extention sockets or unused wiring. No wires connected to master faceplate. The BT Quite Line Test has a very faint buzz - is this normal?

The event log, from this morning, shows this (can post full report if it helps) ....

First group search of DSL and second part search for authentication successful - does this throw any light on it? Interestingly we were away where there is a gap between 13 Aug and 27th Aug so does that imply it's a device issue and if so how do we best find it?

03 Sep. WAN Auto-sensing detected port DSL WAN
03 Sep. DSL Link Up: Down Rate=69649kbps	Up Rate=19906kbps; SNR Margin Down=6.1dB	Up=6.0dB
03 Sep. DSL Link Down: duration was 1675 seconds
03 Sep. WAN Auto-sensing detected port DSL WAN
03 Sep. DSL Link Up: Down Rate=69149kbps	Up Rate=19805kbps; SNR Margin Down=6.0dB	Up=6.1dB
03 Sep. DSL Link Down: duration was 545376 seconds
28 Aug. WAN Auto-sensing detected port DSL WAN
28 Aug. DSL Link Up: Down Rate=69605kbps	Up Rate=19275kbps; SNR Margin Down=6.0dB	Up=6.0dB
28 Aug. DSL Link Down: duration was 84442 seconds
27 Aug. WAN Auto-sensing detected port DSL WAN
27 Aug. DSL Link Up: Down Rate=69288kbps	Up Rate=19827kbps; SNR Margin Down=6.1dB	Up=6.0dB
27 Aug. WAN Auto-sensing last connection port: DSL WAN
13 Aug. WAN Auto-sensing detected port DSL WAN
13 Aug. DSL Link Up: Down Rate=70254kbps	Up Rate=20000kbps; SNR Margin Down=6.1dB	Up=6.1dB
13 Aug. DSL Link Down: duration was 139084 seconds
11 Aug. WAN Auto-sensing detected port DSL WAN
11 Aug. DSL Link Up: Down Rate=70460kbps	Up Rate=17136kbps; SNR Margin Down=6.0dB	Up=6.0dB
11 Aug. DSL Link Down: duration was 289345 seconds
08 Aug. WAN Auto-sensing detected port DSL WAN
08 Aug. DSL Link Up: Down Rate=68079kbps	Up Rate=19357kbps; SNR Margin Down=6.1dB	Up=6.0dB
08 Aug. WAN Auto-sensing last connection port: DSL WAN
25 Jul. WAN Auto-sensing detected port DSL WAN
25 Jul. DSL Link Up: Down Rate=69679kbps	Up Rate=19649kbps; SNR Margin Down=6.1dB	Up=6.0dB
25 Jul. WAN Auto-sensing last connection port: DSL WAN
11 Jul. WAN Auto-sensing detected port DSL WAN
11 Jul. DSL Link Up: Down Rate=68194kbps	Up Rate=19824kbps; SNR Margin Down=6.0dB	Up=6.0dB
11 Jul. WAN Auto-sensing last connection port: DSL WAN
27 Jun. WAN Auto-sensing detected port DSL WAN
27 Jun. DSL Link Up: Down Rate=67866kbps	Up Rate=19987kbps; SNR Margin Down=6.0dB	Up=6.0dB
27 Jun. WAN Auto-sensing last connection port: DSL WAN
13 Jun. WAN Auto-sensing detected port DSL WAN
13 Jun. DSL Link Up: Down Rate=68948kbps	Up Rate=19081kbps; SNR Margin Down=6.1dB	Up=6.0dB
13 Jun. DSL Link Down: duration was 426923 seconds
08 Jun. WAN Auto-sensing detected port DSL WAN
08 Jun. DSL Link Up: Down Rate=68590kbps	Up Rate=19734kbps; SNR Margin Down=6.0dB	Up=6.0dB
08 Jun. DSL Link Down: duration was 123289 seconds
06 Jun. WAN Auto-sensing detected port DSL WAN
06 Jun. DSL Link Up: Down Rate=60919kbps	Up Rate=19943kbps; SNR Margin Down=6.0dB	Up=6.0dB
06 Jun. WAN Auto-sensing last connection port: DSL WAN
06 Jun. WAN Auto-sensing detected port DSL WAN
06 Jun. WAN Auto-sensing detected port DSL WAN
06 Jun. WAN Auto-sensing detected port DSL WAN
06 Jun. DSL Link Up: Down Rate=60770kbps	Up Rate=19995kbps; SNR Margin Down=6.1dB	Up=6.0dB
03 Sep. PPP CHAP Receive success : authentication successful
03 Sep. PPP CHAP Receive success : authentication successful
28 Aug. PPP CHAP Receive success : authentication successful
27 Aug. PPP CHAP Receive success : authentication successful
13 Aug. PPP CHAP Receive success : authentication successful
11 Aug. PPP CHAP Receive success : authentication successful
08 Aug. PPP CHAP Receive success : authentication successful
25 Jul. PPP CHAP Receive success : authentication successful
11 Jul. PPP CHAP Receive success : authentication successful
27 Jun. PPP CHAP Receive success : authentication successful
13 Jun. PPP CHAP Receive success : authentication successful
08 Jun. PPP CHAP Receive success : authentication successful
06 Jun. PPP CHAP Receive success : authentication successful
06 Jun. PPP CHAP Receive success : authentication successful
06 Jun. PPP CHAP Receive success : authentication successful

XRaySpeX · ‎03-09-2022

If there is no test socket, that is not a master socket (not recommended) & there wouldn't be a split faceplate. Post images of it outside & in so we can ID it.
Aren't there times in the log so we can assess the frequency?

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)

Bsmart · ‎04-09-2022

Here's the socket (this is the only one we have in the house):

dsl with times

12:12:56	04 Sep. WAN Auto-sensing detected port DSL WAN
12:12:56	04 Sep. DSL Link Up: Down Rate=69015kbps
12:11:02	04 Sep. DSL Link Down: duration was 97459 seconds
09:06:56	03 Sep. WAN Auto-sensing detected port DSL WAN
09:06:56	03 Sep. DSL Link Up: Down Rate=69649kbps
09:05:27	03 Sep. DSL Link Down: duration was 1675 seconds
08:37:45	03 Sep. WAN Auto-sensing detected port DSL WAN
08:37:45	03 Sep. DSL Link Up: Down Rate=69149kbps
08:36:15	03 Sep. DSL Link Down: duration was 545376 seconds
01:06:52	28 Aug. WAN Auto-sensing detected port DSL WAN
01:06:51	28 Aug. DSL Link Up: Down Rate=69605kbps
01:05:58	28 Aug. DSL Link Down: duration was 84442 seconds
01:38:49	27 Aug. WAN Auto-sensing detected port DSL WAN
01:38:49	27 Aug. DSL Link Up: Down Rate=69288kbps
01:37:38	27 Aug. WAN Auto-sensing last connection port: DSL WAN
01:02:07	13 Aug. WAN Auto-sensing detected port DSL WAN
01:02:07	13 Aug. DSL Link Up: Down Rate=70254kbps
01:01:14	13 Aug. DSL Link Down: duration was 139084 seconds
10:23:23	11 Aug. WAN Auto-sensing detected port DSL WAN
10:23:23	11 Aug. DSL Link Up: Down Rate=70460kbps
10:22:31	11 Aug. DSL Link Down: duration was 289345 seconds
02:00:19	08 Aug. WAN Auto-sensing detected port DSL WAN
02:00:19	08 Aug. DSL Link Up: Down Rate=68079kbps
01:59:14	08 Aug. WAN Auto-sensing last connection port: DSL WAN
01:52:11	25 Jul. WAN Auto-sensing detected port DSL WAN
01:52:10	25 Jul. DSL Link Up: Down Rate=69679kbps
01:51:06	25 Jul. WAN Auto-sensing last connection port: DSL WAN
01:44:22	11 Jul. WAN Auto-sensing detected port DSL WAN
01:44:22	11 Jul. DSL Link Up: Down Rate=68194kbps
01:43:17	11 Jul. WAN Auto-sensing last connection port: DSL WAN
01:36:37	27 Jun. WAN Auto-sensing detected port DSL WAN
01:36:37	27 Jun. DSL Link Up: Down Rate=67866kbps
01:35:33	27 Jun. WAN Auto-sensing last connection port: DSL WAN
00:43:43	13 Jun. WAN Auto-sensing detected port DSL WAN
00:43:43	13 Jun. DSL Link Up: Down Rate=68948kbps
00:42:50	13 Jun. DSL Link Down: duration was 426923 seconds
02:07:40	08 Jun. WAN Auto-sensing detected port DSL WAN
02:07:40	08 Jun. DSL Link Up: Down Rate=68590kbps
02:06:46	08 Jun. DSL Link Down: duration was 123289 seconds
15:52:10	06 Jun. WAN Auto-sensing detected port DSL WAN
15:52:10	06 Jun. DSL Link Up: Down Rate=60919kbps
15:51:05	06 Jun. WAN Auto-sensing last connection port: DSL WAN
15:41:20	06 Jun. WAN Auto-sensing detected port DSL WAN
15:41:19	06 Jun. WAN Auto-sensing detected port DSL WAN
15:40:05	06 Jun. WAN Auto-sensing detected port DSL WAN
15:40:04	06 Jun. DSL Link Up: Down Rate=60770kbps

authentication with times

12:13:08	04 Sep. PPP CHAP Receive success : authentication successful
09:09:11	03 Sep. PPP CHAP Receive success : authentication successful
08:40:02	03 Sep. PPP CHAP Receive success : authentication successful
01:08:34	28 Aug. PPP CHAP Receive success : authentication successful
01:38:59	27 Aug. PPP CHAP Receive success : authentication successful
01:03:09	13 Aug. PPP CHAP Receive success : authentication successful
10:23:43	11 Aug. PPP CHAP Receive success : authentication successful
02:00:26	08 Aug. PPP CHAP Receive success : authentication successful
01:52:26	25 Jul. PPP CHAP Receive success : authentication successful
01:44:32	11 Jul. PPP CHAP Receive success : authentication successful
01:36:47	27 Jun. PPP CHAP Receive success : authentication successful
00:43:53	13 Jun. PPP CHAP Receive success : authentication successful
02:10:27	08 Jun. PPP CHAP Receive success : authentication successful
15:52:17	06 Jun. PPP CHAP Receive success : authentication successful
15:41:28	06 Jun. PPP CHAP Receive success : authentication successful
15:40:17	06 Jun. PPP CHAP Receive success : authentication successful

XRaySpeX · ‎04-09-2022

There's the test socket on the back box on R as you look at it.

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)