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]

The DLM system has put you on a banded profile in response to past errors on your line, at the top of the up to 27.4 Meg band of these VDSL Banded Profiles. You need to give the DLM time to relent & remove any banding. If your sync speed at the test socket remains stuck at the same speed for 10 days you should ask EE to investigate the underlying fault. If a fault is found and fixed then the OR engineer may request a DLM reset. However should significant errors persist the DLM will reapply banding.

[Danielmcg2020]

Yes I've returned that router and got one that is suitable. 

I have it successfully connected now I am just waiting 24 hours to make sure it does not cut off. So far it's looking good. 

Thank you for bringing that other issue to my attention and giving me the info I'll need to address it, you've been very helpful I would have never have caught that.

I'm going to do as you say and call them whenever that's all done I'll give an update. 

[JimM11]

@Danielmcg2020 You should be on the new EE system, therefore from the earlier page, the text option should work fully for you, i have had to use it twice and both times worked as it found a fault, got the call back and EE arranged the engineer, with all the text's and e-mails that followed with the fault number etc until closeout. Good luck and if we can help just post back.👍

[Danielmcg2020]

it's been a few days now and I can say that this issue is finally resolved.

The new router works pretty well and has not disconnected at all.

My speeds are now back to normal-thank you Jim for your help with everything.

I've marked that post as a solution because it details replacing the router with one that's compatible and it details the speed issue caused by disconnecting the hub repeatedly. Hopefully this thread can help others in the same boat. 

[JimM11]

@Danielmcg2020 Glad it's all working out now, did you stay with the TP-Link kit?

[Danielmcg2020]

Yeah. 

[Tay123]

Hi. Thanks for this post. I have recently joined EE and having the same disconnecting issues with the Smart Hub plus. Can you please advise what to look for and what changes to make. Thanks 

[JimM11]

@Tay123 Can i advise you to create your own post, starting off with what you have EE Router wise, Speed of your package, and a description of your current issue, the post's that you jumped on will be possibly no help to your situation. If you are just a new install, from who previous, did you have a new installation, were is your router placed. A badly positioned router starts to require extenders, starts to introduce other issue's.