Wifi Hub disconnecting every 10 minutes

[Danielmcg2020]

We've had this hub for a couple months now, 4 or 5 engineer visits and still has not been fixed.

The connection will drop out completely every 10-20 minutes and come back on after 1-3 minutes

The engineers have concluded that the line itself is fine so if the problem persists it may be the hub itself  that is faulty (still looking into that). 

I've been looking into changing the IPV6 settings because that might be the issue from what I see in the forums but I've no clue what I'm doing, I fiddled about with the ipv6 settings and disabled it which didn't fix the issue, trying to revert it to ipv4 only locked me out of the network altogether so Ive reset it back. 

Any feedback is appreciated.

[XRaySpeX]

Oh, sorry, I thought I saw 1 in 1 of your pix. In which case use the Address Checker.

[JimM11]

@XRaySpeX OP posted 2 pictures on page 2 for the data rate on router to compare if the wholesale page gets up. Said they are on Essential fibre 67 i believe. 

[Danielmcg2020]

Right I am unable to get a telephone number or access line ID and because I'm in Northern Ireland I seem to have no access to a UPRN checker. 

[JimM11]

@Danielmcg2020 When you launch the url, top of the page, click on were it says address, and it changes all the fields to what you need.. For mine, building number, street and postcode was all that i need to display the info.

[Danielmcg2020]

 

[JimM11]

@Danielmcg2020 Just waiting on your picture to clear.👍

[Mustrum]

@Danielmcg2020   The BTW DSL chart just shows what we already know, you should be getting much higher speeds.

Sight of the router stats and error logs will help, but as this is not Customer Services there is a limit how use fellow customers can help.

I still think you have llne problems and you should continue to speak with the Broadband Care Team to determine what they are doing to fix your problem.

[Mustrum]

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@JimM11 wrote:

@Danielmcg2020 Just waiting on your picture to clear.👍

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I have done that now.

[JimM11]

@Danielmcg2020 You should be able to use this below. As mustrum points out, he will be able to see your picture a lot quicker, if/when they call to speak you have a sync speed issue, and they will more than likely ask you to pin hole reset the router, YOU tell them you did that before and it did not fix it.

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

Charges may apply at your standard rate.

1. We’ll run tests on your connection to find out what’s going on.
2. If you need an engineer, we’ll text you in 15 minutes to book a slot.
3. If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

[JimM11 · Accepted solution]

@Danielmcg2020 If i can pass on some tips for you,

1. Your new router mentioned is not the correct type to replace the EE router, not sure if you can return it for refund or exchange but the TP-Link Archer VX1800v is like the model you need, but i am not saying that this is what you should get, you need a Router with a VDSL interface... Have a look on the Tp-Link web site, there equipment is good but it is not plug and play like a ISP supplied router...

2. You cannot continue to switch off/on the Router of any type connected to the OR Master socket, there is a potential for the FTTC connection in the cabinet to DSLAM you back to a VERY low speed, it can think that there is a problem on the Line or the Router, so it try's to lower the speed as a corrective protection to unsure STABILITY. IT is unfortunate, that you will need a OR engineer visit to have them reset it, it is the ONLY way, do not think that EE CS can do it for you.

3. When you get the Engineer visit, he will reset, you can check on your pc, by login and look at 1st page, Status scroll down and look at your sync speed, you should see close to your 80/10 Up/Down sync's.

4. Your new router and only you can tell this does the Wi-Fi wireless signal seem better than what you had before forgetting all about the issue's of the constant drop out's... HTH