Router Instability

[Lyrarh]

I wonder if anyone can help me.  I've been with EE since March and so far the drop outs are worse than Virgin which is saying something.  Every single day without fail I'm experiencing flashing amber light and disconnects at least twice a day.  I'm not sure what is causing this issue but it's a huge inconvenience and of course frustrating.  Any help be appreciated.

Thank you

[XRaySpeX]

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.

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]

@Lyrarh   a flashing orange light suggests your line is having issues, have you reported this to the Broadband Customer Care Team?

[Lyrarh]

So I've just got home and from the log uptime, the router has been off again as the uptime is only an hour or so.  The engineer did have some trouble installing it and getting the speed over a certain amount before leaving back in March, so maybe there are still some issues regarding the stability of the connection with the frequency of the disconnects.  Below is the log you asked for, the broadband speed is generally between 110-120mbps.  However after the amber light sometimes the speeds drops to 40Mbps and I have to reset everything to get the speed back to normal.

Product name,Smart Router
Serial number,
Fireware version,v0.05.00.03231-EE (Wed Mar 23 15:08:41 2022)
Board version,R01
GUI version,1.56 15_02_2019
DSL uptime,0 days 1 Hours 9 Mins 29 Secs
Data rate,20.1 Mbps / 132.9 Mbps
Maximum Data rate,20.1 Mbps / 135.5 Mbps
Noise margin,3.1/2.6
Line attenuation,0.0/43.2
Signal attenuation,0.0/43.2
VLAN id,101
Upstream error control,Off
Downstream error control,Off
Data sent / received,10.7 MB Uploaded / 22.2 MB Downloaded
Broadband username,
2.4 GHz wireless network name,
2.4 GHz wireless channel,Smart (Channel1)
5 GHz wireless network name,
5 GHz wireless channel,Smart (Channel36)
Wireless Security,WPA2 (Recommanded)
Wireless mode,Mode 1
Firewall,On
MAC address,
Software variant,-
Boot loader, 0.1.7-EE (Fri Sep 20 18:43:31 2019)

[Lyrarh]

Thank you Mustrum, I'll try and get hold of them tomorrow.  The speed mentioned is the same via ethernet or Wifi.

[Lyrarh]

 

 

[XRaySpeX]

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?

[Lyrarh]

I am unable to do this test.

[XRaySpeX]

Why not?

[Lyrarh]

The socket does not have a split face and even if it did, I am unable to get down to it due to health reasons.  I don't have any extensions sockets and I don't have a landline or house phone.