18-10-2022 08:01 PM
Hi,
My EE Smart Hub keeps disconnecting and the WiFi keeps cutting out.
This happens every couple of hours or so and the light normally goes from blue to green.
Does anyone know how to fix this as it has been happening more frequently now for the last 3 weeks.
18-10-2022 08:03 PM - edited 18-10-2022 08:33 PM
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:
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.
18-10-2022 08:17 PM
Every time I try to go onto my SmartHub it fails to load
18-10-2022 08:31 PM
I've managed to access it now:
Product name: Smart Hub
Serial number: +EEH001+2051011288
Firmware version: v0.06.01.08190-EE
Firmware updated: Tue Oct 12 01:07:31 2021
Board version: 01
DSL uptime: 0 Days, 0 Hours, 0 Mins, 56 Secs
Data rate: 10.00 Mbps / 56.43 Mbps
Maximum data rate: 13.86 Mbps / 56.61 Mbps
Noise margin (up/down): 9.5 / 6.0
Line attenuation (up/down): 21.8 / 16.2
Signal attenuation (up/down): 21.7 / 16.2
Data sent / received: 6.4 MB / 10.6 MB
Broadband username: PRODUCTIONHQNUN57803125@fs
2.4 GHz wireless network name: EE-Hub-zd2j
2.4 GHz wireless channel: Smart (Channel 6)
5 GHz wireless network name: EE-Hub-zd2j
5 GHz wireless channel: Smart (Channel 48)
Wireless security: WPA2
Wireless mode: Mode 1
Firewall: Default
18-10-2022 08:42 PM
I've managed to access it now
Product name: Smart Hub
Serial number: +EEH001+2051011288
Firmware version: v0.06.01.08190-EE
Firmware updated: Tue Oct 12 01:07:31 2021
Board version: 01
DSL uptime: 0 Days, 0 Hours, 0 Mins, 56 Secs
Data rate: 10.00 Mbps / 56.43 Mbps
Maximum data rate: 13.86 Mbps / 56.61 Mbps
Noise margin (up/down): 9.5 / 6.0
Line attenuation (up/down): 21.8 / 16.2
Signal attenuation (up/down): 21.7 / 16.2
Data sent / received: 6.4 MB / 10.6 MB
Broadband username: PRODUCTIONHQNUN57803125@fs
2.4 GHz wireless network name: EE-Hub-zd2j
2.4 GHz wireless channel: Smart (Channel 6)
5 GHz wireless network name: EE-Hub-zd2j
5 GHz wireless channel: Smart (Channel 48)
Wireless security: WPA2
Wireless mode: Mode 1
Firewall: Default
19-10-2022 09:39 AM
Please see latest info below:
1. Router Stats
19-10-2022 04:42 PM
It's running rather slow. I would expect your speeds to be in the 70+ Megs.
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?