Router issues

[jjharvey]

Hi,

I have been having issues with my connection since August. I am multiple times a day losing both WiFi and Ethernet connection to my router. I am unable to even connect to the hub settings when it happens, either it randomly fixes itself or I need to restart the hub. The hubs light stays aqua the whole time.

I have done the line checker multiple times and have so far:

Had an Openreach tech to fix a fault outside. 

Had an EE tech come in to test, who discovered a fault again.

Had another Openreach tech out to fix outside.

Another EE tech to test inside, who said it was now fine aside from WiFi congestion. 

Every time I now do a line check or phone I am being told I have WiFi congestion and they change the channel but it does not help.

I have 2 devices connected via WiFi, 2 mobiles. And the rest via Ethernet (PC, Sonos speakers, TV, Sky Q and mini)

I have also replaced the router with a new EE router, replaced the ADSL cable, plugged it into a different plug socket, turned off WiFi on both Sky boxes. No new devices have been added before this started.

Any help would be appreciated. 

[JimM11]

@jjharvey Which EE Hub?

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

Have you also done the text to EE as HELP to 66033 for what they test and report back to you? Also are you prepared to lose the Sky Q / mini for a week or so off just incase it is in the Network Storm?

[Northerner]

Hi @jjharvey 

Buy your own better router. 

Just search to see how many people have issues with these FREE routers. 

Short and long term you will be in a much better place. 

Thanks 

[jjharvey]

I am using Smart Hub 6 Plus SH31B.

I have gone through 66033 multiple times. The first 2 times it detected a fault and sent Openreach out, now there is no fault. The connection checker online always says the connection could be improved, I think it only changes the WiFi channel. When I talk to someone, they always do the same.

I will look at Sky Q again, I have already switched off WiFi on both boxes. If this is the cause, what would be the solution?

[JimM11]

@jjharvey NO, more concerned about your Ethernet connection to the EE Hub and the mini, look on the sky Forum for the Q Ethernet issue. As you say you have an ADSL connection what is your current speed profile. I spent 3.5 Months getting that EE Hub stable after moving over from a Sky SR203 Hub on a FTTC 40/10Mb/s split.

If you get sometime, can you say what type of switch you are using and breakdown the Ethernet connections you have to which device ie like Port 1 TV, port 2 Sonos etc. Since you say it's happening all the time, should be easy to disconnect it all and bring the devices on few day's at a time, then see were it falls over.

[jjharvey]

I'm on 80/20 speed FTTC, usually testing around 76/19. I have been with EE for a year now coming from BT, sky for 5, the issue starting in Aug with no issues prior.

[JimM11]

@jjharvey If you still have the BT Smart Hub2 you can put that back on, two EE Hubs same conditions then suspect not a hub issue, staying Aqua but nothing happening and all not working as per your opening post. It is very unusual for WiFi and Ethernet to disappear at the same time. You would spot that as a NO Internet connection.

The cannot connect is an interesting part though, https://192.168.1.254 should always get you to the EE Hub web manager.

[JimM11]

@jjharvey Some test's to start with when the EE Hub is working as normal, disconnect the DSL cable back off the Hub, watch and time when the Hub goes from Aqua to Orange with the disconnect, once that happens give it a further minute plug the cable back into the EE Hub and again time when the Hub goes back to Aqua. That gives you the operation for a working hub in a working condition.

Are you also DV Digital Voice for the landline phone connection and have been so since your BT day's and possibly before that if you were Sky connected at that time also with there form of landline.