wifi outage every 20 minutes and terrible packet loss in games

[rubyanna]

i cannot contact ee myself and my parents refuse to do so, and so i am asking for advice here.

this wifi is SOOOOOOOOOOOOOOOOOOOOOOO BAD. as said in title, my wifi goes out every 20 minutes and my ping is so unstable in every single game i play. i have tried using ethernet, i have tried a wifi usb adapter, i have tried everything and nothing seems to work.

every internet speed test i do i have so much jitter and packet loss, and it is on the provider's end. i am unsure if it's because my router is damaged or if it is just a problem on the isp end, and i have considered buying a mesh wifi bundle thing to improve it since the main router is on the 1st floor and i use a wifi extender in my room on the 3rd floor - which has worked completely perfectly up until a few months ago. but if the router is the problem, surely it will just repeat the bad signal with the bundle right? and it is literally impossible to get any support from ee unless you are the person who pays for the broadband and i dont have like account number or anything because again my parents pay for it and they are the slowest people alive and dont know how to contact customer service.

i literally do not know what to do at this point, what am i meant to do????

[Northerner]

Hi @rubyanna 

• What WiFi service and speed are you on. 
• Which router do you have. 

Thanks 

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

What is the name of the EE BB plan are you on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

[bobpullen]

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@rubyanna wrote:

... the main router is on the 1st floor and i use a wifi extender in my room on the 3rd floor...

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What is the Wi-Fi connection like in the bedroom without the extender? If it's bad, then you've little to gain from putting an extender there unless it's wired back to the hub. An extender should be located in an area of good signal/quality so it can push that further into the house.

[rubyanna]

hi uh honestly, the extender was fine up until recently like the connection was perfectly good but the entire router has just been going down for no reason and its affecting my extender too. ive tried the extender on the middle floor too and it has not improved it at all, i definitely think the main issue is the router but i really dont know what kind of router i have.

[rubyanna]

ethernet has not been working at all - its been just as bad. i think it is just the wifi but i am not sure. i will get back to you about what kind of router it is when i am home because im unsure right now. i have a tp link extender which worked completely fine prior to whatever has happened these last few months as ive had it for a few years and never had any problems up until recently.

also im not sure what the light sequence is im not quite sure what that means sorry

[XRaySpeX]

The router has a light(s) at front. I'm asking what colour/flashing sequence this goes thro' when this problem occurs.