Smart Hub lossing conection

[grusiu]

Hi

I got EE for years but in last 2 weeks broadband start lossing conection in chester  . It happens randomly but at leat few times a day ,I need to hard restart hub to be able to conect again . I try factory reset ,change filter but still happening . technical support is kinda deaf . I think about switching providers becouse you can't play online games like thta . Anyone got similar problem? Is there is any link for live chat for broadband support?

Thanks

[Mustrum]

What about your phone line? Is it quiet, dial 17070 option 2.

What do you mean support is deaf? Have you rung them and have you had an engineer out?

[grusiu]

Hi

Landline is working fine(but I hardlu use it) I text them 2 times in recent week  to get support (help) no answer/callback so far , I double check me phone line working fine for others.I look around for email adress to ee to send question but they do not have email adress for broadband problems

Thank You

[Mustrum]

Did you follow the instructions on the Broadband contact us page? There is no email, but you can call.

https://ee.co.uk/contact-ee/technical-support/broadband-landline 

[grusiu]

Hi

Yes I checked basics . Waiting time is crazy if you call from landline ,and still no answer .... text no call back ( but they still charge me premium for text) . I will go to shop ee in me day off , and escalette this from them . In chester I never had problems beffore and use ee for years.. no clue what is going on in last few weeks but I relly can't justife staying with them if problem will be not fixed .

Thanks

[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.

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.

[XRaySpeX]

Shops can't fix BB. They're there to sell mobiles.

Was the Quiet Line Test (1470 17070 Opt 2) silent?

[grusiu]

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low        VDSL Range A (Clean) 

VDSL Range B (Impacted) 

80	79	20	19	78	Available	Available	--
80	79	20	19	78	Available	Available	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

50

--

Available

--

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 15	--	13 to 16.5	Available	Yes
Up to 15	Up to 1.5	13 to 16.5	Available	Yes
Up to 7.5	--	6.5 to 8	Available	--
2	--	--	Available	Yes
2	--	--	Available	--

SOADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) WBC SOADSL Availability Date Left in JumperWBC SOADSL 2+SOADSL MaxSOADSL Fixed Rate

Up to 15	--	13 to 16.5	--	Yes
Up to 7.5	--	13 to 16.5	--	--
Up to 2	--	6.5 to 8	--	Yes

Observed Speeds VDSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

80

20

2022-04-15

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

N

N

N

02-05-2022

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

N

N

Y

The exchange is not in a current fibre priority programme

[grusiu]

Speed Test Result
DOWNLOAD
74.6 Mbps
tbbx1 63.8 Mbps

bursting to 75.3 Mbps

0
50
100
x Single tbbx1 Speed httpx6 Speed
0 0 0
983 62.06
1,980 76.38
2,977 74.73
3,981 75.34
4,976 74.56
5,976 74.56
6,977 74.49
7,978 73.47
8,975 74.95
0 0
1,113 38.95
2,112 73.21
2,398 77.07
2,470 62.84
3,106 55.08
4,110 64.58
5,111 63.82
6,112 59.51
7,109 66.22
8,124 57.06
UPLOAD
0
10
20
x Up
0 0
1 0
2 0
3 0
1,016 0
2,029 17.26
3,014 12.93
4,019 15.69
5,013 17.17
6,016 17.75
7,025 17.35
8,014 17.7
17.3 Mbps
bursting to 17.7 Mbps

Your Latency: 21 ms SSL

[grusiu]

Firmware updated:Sun Dec 13 01:18:27 2020
Board version:01
DSL uptime:0 Days, 1 Hours, 53 Mins, 4 Secs
Data rate:20.00 Mbps / 80.00 Mbps
Maximum data rate:25.90 Mbps / 94.06 Mbps
Noise margin (up/down):9.6 / 9.9
Line attenuation (up/down):6.2 / 6.3
Signal attenuation (up/down):6.1 / 6.3
Data sent / received:115.2 MB / 3.9 GB
2.4 GHz wireless network name:EE-(range)
2.4 GHz wireless channel:Smart (Channel 11)
5 GHz wireless network name:5Ghz- (speed)
5 GHz wireless channel:Smart (Channel 40)
Wireless security:WPA2
Wireless mode:Mode 1
Firewall:Default