WiFi keeps dropping

[Hydecrossy]

Hi my WiFi keeps dropping on all of our devices, sometimes it will be ok for a few hours other times it’s constantly cutting on and off, I’ve also noticed speeds are really slow when testing my broadband on a wireless connection, I’ve tried using 2 channels a 5GHz and a 2.4GHz and a new hub and the problem still persists. Wired connections seem to be ok and good speeds. The broadband has been fine up until now. Could it be the Openreach modem? Please help! 

[JimM11]

@Hydecrossy You may need to confirm what you have written in your post. Are you saying or not that your wired connections are fine and they never lose the Internet connection? What EE Hub are you using, was the replacement that you got the same model, if so then two units both with the same issue points to not an EE Hub, linked below the models so take a look and say what one you have. If it is a wireless wifi issue then post up what a sample speed test is like, just do the link from the test like the sample below. The ONT is a possibility but the tendency is you see that lights wise, Power and Pon solid Green, Lan flashes with data back/forth from the Unit to the Hub. Speed test is a wireless wifi with NO devices disconnected as Network is known and trusted with all working as expected on a FF500 connection.

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

https://www.speedtest.net/result/19518626588

[JonT69]

Hey Jim,

You may recall we spoke at length in June re the WiFi issues at the time whereby devices were routinely kicked off the WiFi after an EE firmware update which they eventually fixed.

Sadly the problem appears to have returned.

Have they been up to their old tricks again with another firmware update ?

[JimM11]

@JonT69 Not that i am aware off, the FW has been stuck out and not updated or should i say NO one has posted any different details lately. Few user's are finding real strange effects both EE Hub FW and the stupid app just not playing ball together and then there was the whole securities issues going on... Can you say what is happening with your's, others have found and trust me THIS IS ONE DRASTIC MEASURE, a Factory Reset get's needed to square the sucker back again...

That i NEVER advise anyone to do and leave it all in the poster's own hands if that rabbit hole is needed to go down.

I am no longer an EE customer so cannot see if anything is getting done, wise me seen the tunnel light 18 months ago and jumped away instantly.

Took a quick re-read through your original posting and as you have a Hub with an EE Smart wireless extender in play can only suggest yo do the whole 5 minutes off both devices, i would then start your EE Smart wireless up first, 2-3 minutes later power up the EE Hub, see if it all connects and go from there...

[Hydecrossy]

 

Hi Jim I’ve just run a network check and this has come up, I have no idea what this means? Would this be causing the WiFi to keep dropping out?  

[JimM11]

@Hydecrossy Once your pictures are approved and cleared for general viewing will take a look at them.👍

Picture cleared, and YES the home test has failed to get anywhere near your connection so from above the points WHAT are your ONT lights like, and WHAT colour light is shown on your old smart hub if that is the correct version displayed?

Are you defining wifi dropout but meaning the Broadband is ALL gone, ie NO Internet connection. Your Mobile phone IS showing wifi connection on it top curved bars.....

Because you mention Openreach Modem in your opening part of the post, i am assuming you now have a Full Fibre connection and just an old EE Hub in place, Hub will be connected Lan port 4 which is also marked as a wan connection.

Compare EE Smart Hubs | Device Help | EE

Link above may take you to the correct picture but if not the skirt bottom off the hub is all perforated with holes, easy way to distinguish SH20A

[Hydecrossy]

Power and PON lights are solid green LAN light flickering on the ONT box, yes it’s full fibre we have. The hub shows a sold aqua blue light. We do have Internet but it’s keeps dropping out  with the wifi, we do have wired connections too but haven’t noticed any drop outs.

[Hydecrossy]

It’s the smart hub plus SH32B model 

[Leanne_T]

Hi @Hydecrossy 

Thanks for coming to the community. 

If you get in touch with our broadband tech guides they can tun tests to see what could be causing this and see what is needed to get this sorted.  

Leanne.

[JimM11]

@Hydecrossy Do as requested by @Leanne_T , it does sound like you only have a wireless wifi issue wither it be all or a few devices with problems, the fact your Ethernet hangs in there you can disguard anything wrong ONT/Broadband wise....

Your SH32B is the FTTP FF Full Fibre only version off the EE Hub. The worry is the test found pppoe issues to your Hub....