Router/Hub - losing broadband connection - can't go on!

[Alexico]

Hi, I have Fibre Broadband with landline contract. I have recently found in the last couple of months that I lose my broadband connection. It is really frustrating and quite unacceptable as it is happening five to ten times a day. I work from home so can not afford to continue like this.  I have been with EE for many years and have a black router/hub that is quite old. However up until recently it has been working. I am wondering if this is a router issue because I don't see how it could be the phone line. I use a wired connection on several computers so need a router that still offers four or five ethernet ports. I also use a laptop and phone wireless connection too. When the connection goes, I notice the blue/teal light on the router starts flashing, rather than staying solid. I usually have to switch the router off and on again in order to then restore a connection. The light then comes on bright solid green and then after a few minutes turns blue/teal.  This in itself, maybe suggests that it is a router issue. I also noticed a couple of times that my speed is pathetically slow. Again I have turned off the router and restarted it in order to get a decent speed.  Can anyone suggest if I need a brand new up-to-date router/hub and if one is available with several ethernet ports - and how I go about getting one sent to me. Very many thanks.

[JimM11]

@Alexico Does sound like you are describing the EE Smart Hub and the link below Fix a problem will show picture. Routers are extremely robust and mostly do not fail the way that you are describing, but you may possibly be developing a line fault that needs to be checked, what speed package are you on, it is bad when you have a adsl/vdsl old copper line and switching off/on is not good as it can further force your speed down. All the latest EE Router and you will see that again on the link, have 4 lan ports, gigabyte speed rated but you just do not get one because you want one. Upgrade or renewal will possibly get you the latest, and a call to EE CS can start that. Think you would be better to have a call to EE CS and if they have the ability to remotely test your line/router would be the starting point. Top pinned post also explain how to test that would be the Need Help with and may be useful for your particular older router.

Need Help with Your Home Broadband Speed or Connection? - The EE Community

Fix a Broadband Problem | Broadband Help | EE

[Mustrum]

@Alexico  The symptoms you describe sound exactly like a line fault. The router sounds like an early Smart Hub.

You simply need to follow the steps in the links above to get the problem investigated and the line repaired or a new router sent out.

[XRaySpeX]

Which EE BB plan are you on including its speed? What EE router do you have (read its label)?

[Alexico]

Thank you for your replies,

Yes it does seem to be a EE Smart Hub, the serial number is +EEH001+1947006809

Looking at my Account Plan Summery, it says I have Fibre Broadband - Fibre CPE

I have done an Ookla Speed Test with my wired ethernet computer and my download speed is 10.05Mbps and Upload speed is 5.30Mbps

On reading the EE info, it says that I should expect 20plusMbps download speed, which I don't think I have ever had!

Anyway, does this help with any of your suggestions and should I contact Customer Service and check for a line fault for the regular connection drop outs? Do they have an email or online Chat service? 

Does anyone think it is a router issue or a line fault?

Many thanks again

[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.
• 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 wired speedtest, 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.

[Mustrum]

@Alexico   this is not customer services, no one on here has access to you account, we can help you with checks, but from what you said in your earlier post your line and/pr router needs checking so yes call customer services and get your issue investigated as soon as you can.