WiFi keeps dropping out

[Fallenfromgrace]

Hi,

Our Internet keeps disconnecting, especially at night. It's not just the WiFi we lose but one of our computers are connected via ethernet cable and it loses Internet as well. 

We recently switched to ee and we never had this issue before. 

Is there anyone who knows why it keeps dropping out practically every night?

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

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. 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.

[Fallenfromgrace]

Product name,EE Smart Hub

Serial number,+EEH001+2106001076

Firmware version,v0.06.01.08190-EE (Wed Aug 19 18:20:33 2020)

Board version,01

Data sent / received,2.8 GB / 1.0 GB

DSL uptime,2 days 17 Hours 6 Mins 0 Secs

Data rate,20.00 Mbps/58.30 Mbps

Maximum Data rate,23.6 Mbps/74.5 Mbps

Noise margin (up/down),6.8/6.6

Line attenuation (up/down),16.5/15.1

Signal attenuation (up/down),16.3/15.2

Broadband username,

2.4 GHz wireless network name,

2.4 GHz wireless channel,Smart (Channel 1)

5 GHz wireless network name,

5 GHz wireless channel,Smart (Channel 48)

Wireless Security,WPA

Wireless mode,Mode 1

Firewall,Default

MAC address,30:B1:B5:C4:83:BD

Software variant,-

Boot loader, 0.0.3-EE (Mon Dec 4 17:32:53 2017)

[Fallenfromgrace]

 

[Leanne_T]

Hi @Fallenfromgrace

Thanks for coming here. 

Please give us a call on 0800 079 8586 and the team will get this looked into for you. 

Let us know how you get on 🙂

Leanne. 

[XRaySpeX]

What colours are the light sequence when it happens?

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?

[Fallenfromgrace]

The lights stay the same. It's only for a second it drops but it's enough to disconnect us from what we were doing.

[Nasasteve]

Our 5Ghz drops out 2.4ghz is fine 5 up and down like a yo-yo  it means my thermostat drops in and out Alexa keeps telling me no internet it’s a bloody nightmare!!

[Leanne_T]

Hi @Nasasteve

Thanks for coming here. 

Please report this to our Broadband Care team on 0800 079 8586 and the team will get this looked into for you. 

Leanne.

[Mustrum]

@Nasasteve    just connect the device to the 2.4 channels, the 5Ghz range is much less, and I am sure the thermostat will not need any extra speed the 5Ghz may give.

Which roter do you have, and are the SSID's separated?