Router frequently loses DSL connection

[mhepplewhite2]

My recently acquired EE 'SMART Hub' router (post PlusNet which was free from issues, and IMO a much more useful router) keeps reporting DSL Connection Lost. I tried EE Chat but since there was not an issue at that moment, nothing obvious progressed. It is definitely the DSL, not wifi. Any advice on how to resolve the issue will be gratefully received. Thanks.

[XRaySpeX]

Try rebooting it. Power off for 2 mins then on.

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. 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.

[JimM11]

@mhepplewhite2 Are you also seeing the EE Hub led indication changing also from Aqua to something else, and as you are on a copper DSL connection all the old rules apply, stability and trying not to be disconnecting/connecting it all to much during your first 10 day's settling in period. Posted pics need to be approved before they get released for general viewing.

[XRaySpeX]

Don't worry, the images were awaiting approval. I have now done so & they should appear soon.

Of course, when a router resyncs its light indicators will change colour.

[JimM11]

@XRaySpeX Confused with that, my old SH31B could not hold sync but never once showed any indication of led change or speed in the toilet until you looked at the status logs. Good few off them real short period drops also.

[mhepplewhite2]

Unable to get the BT wholesale speed tester link to work (even after a www search). Router speed report via app is 47Mbps down and 11Mbps up (slower than the PlusNet router routinely achieved). Unable to comment on LED colour changes - you will see from the previously posted images that DSL disconnections last less than a minute and often occur in the night. 

[JimM11]

@mhepplewhite2 Use the address checker, linked below will take you direct to that. Number and postcode will be all you need and will show what you should be getting, DSL drops can lower your speed so that may not be a surprise. Your connection to the OR socket is it a dual and direct RJ11 connection or are you going through  the ADSL filter?

BT Broadband

Edit:- good chance you would have got the EE Smart Hub 6+ SH31B version for the DSL connection so take a look at either the model number or linked below the picture to what it looks like.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

[XRaySpeX]

@JimM11 : Are you? You know why that was? It was faulty. Resyncs don't take a split second; more like 1/2 min or so when you should be able to see them.

[JimM11]

@XRaySpeX Yes i know what was wrong with my system, was zero wrong with the EE Hub and spotted it day one on the connection were the sky hub had zero issues and the EE one would not hold sync speed. @mhepplewhite2 Your sync on the line is at 55/12Mb/s currently and no DSL drops for the last 4hrs 59mins those are the two to be looking at to start with.

Although i never had any DSL drops connection wise like your log is showing. The BTW link is back working this morning so you may find it works for you now.

Your hub is also heading for a newer FW when EE pushes it out to you, will have nothing i would think to do with your DSL drops though.

FW: r5.19.1-R-2036010-PROD-83002 and the gui is at App version 3.17.5 17/09/2026

As you came from PN not sure if you would have got as below an e-mail with this info, would take about two weeks for me and then when everyone complained and i looked would be at the 20Mb/s down and well below the Min, that allowed EE to get OR/EE to look again, lot's of faffing about and took 3.5 months to get the line sorted out and 7 Engineer visit's most lip service dsl reset's and the last Engineer spent 4 hours back traced the faulty line until he spliced the main line at the old GPO junction box lifted the pairs direct crimped them it was inside the home from the pole and everything connected there, been that way 45/50 years or so, no more errors on the line EVER and NEVER once did i get the EE Hub changed was nothing wrong with it and i new that fact. Not saying you have this condition but the EE Hub is good at showing/spotting a poor line.....

Your expected speeds

40.42 - 44.92 Mbps Your estimated download speed

8.3 - 9.2 Mbps Your estimated upload speed

Your Speed Guarantee

Your guaranteed download speed is: 36.37Mbps

When working good this was mine, Data rate: 9.87 Mbps / 47.3B Mbps and DSL uptime: 22 Days O Hrs 1 Min

Data sent/received: 36.46 GB Uploaded / 622.12 GB Downloaded in that 22 day's no issues.....

[JimM11]

@mhepplewhite2 If you can start this way, on your mobile send a text it's HELP to 66033, that will have EE test your connection and if anything shows up they will see, it should also prompt them to call you back once tested, your mobile will show one off two either EE or BT Guide calling... There is nothing helpful in the EE Hub to say what is going on, that is why the BTW can be useful to see at the start off it all.