by n217970 Investigator
Investigator

Bright Box 2 problem

Hi, been a Fibre customer of EE for only 4 months but I am all of a sudden having some pretty serious issues with the bright box 2.

Last night the internet was very slow on all devices and wifi kept disconecting all the time, accessing the router admin page via wifi, or lan cable was also painfully slow sometimes timing out. Reseting the router brought a couple of minutes temporary relief but then it was back to normal. So I did a factory reset on the router. Everything was sorted and it worked completely fine from about 8pm to 11pm when I went to bed. Got up this morning and my phone had no wifi - checking the settings I kept getting the message "connection denied". Looking at the router all 4 lights were solid on green, not flashing on the internet or wifi light. Power off and back and it seemed fine but I left the house 5 minutes later for work, my wife tells she had no internet in the house 30 minutes after I left.

So my question is can anyone think of anything I can try before I go through the rigmerole of persuading EE my router is broken? Does a factory reset on these things restore the original firmware and is the router installing a bad firmware over night? Cheers

1 SOLUTION

Accepted Solutions
by n217970 Investigator
Investigator
Solution

Re: Bright Box 2 problem

I've got to the bottom of it, and I must admit to feeling kind of daft. I have a server set up here which connects out to my work via a VPN, the VPN connection had failed(password change at the other end) and for some reason it was killing the network. Thanks for your help XRaySpeX

8 REPLIES 8
by Grand Master
Grand Master

Re: Bright Box 2 problem

Welcome to EE's Home Broadband Forum.

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. Full router stats are key to any speed & connection issues.

2. Try a wired speedtest here http://www.thinkbroadband.com/speedtest.html and copy to here just the "Link to this result:" link.

3. What exchange are you connected to? If you don't know use: http://www.samknows.com/broadband/exchange_search and post the URL of your exchange page.

 

4. Factory reset does not alter the firmware. It just resets all the user definable settings back to default. Unlikely there any new firmware. Post just the 1st 4 lines of the System page, thus:

Runtime Code Version v0.03.05.00002-OT (Thu Jan 14 10:54:25 2016) 
Boot Code Version 0.0.9-OT (Thu Aug 8 18:14:37 2013) 
DSL Modem Code Version A2pv6F039c.d24j-AnnexA 
Hardware Version 01 
__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by n217970 Investigator
Investigator

Re: Bright Box 2 problem

Thanks for the reply, I will have to pull the 4 points out tonight when I am home. Just to clarify though there are no issues with the routers connection to the internet, the slowness is just symptomatic of an unresponsive router. I am 100% sure the issue is internal as moving files around the local network last night was also impossible.

by Grand Master
Grand Master

Re: Bright Box 2 problem

OK. Still I still like to see the characteristics of the BB line we are dealing with. For all we know errors on the line could be slugging the router.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by n217970 Investigator
Investigator

Re: Bright Box 2 problem

Hi, so router completely unrepsonsive when I got home, after a reset here is the requested info

 

1.

System Uptime is: 00:13:59
 
DSL Status This page shows information about your DSL connection. If you are using Ethernet Broadband then this page is not applicable.
Status   Configured Current Line Status -- UP Link Type -- Fast Path Operation Mode Automatic G.993.2 (VDSL2)
Data Rate Information Upstream 19999 (Kbps) Downstream 72118 (Kbps)
Defect/Failure Indication Operation Data Upstream Downstream Noise Margin 15.7 (dB) 3.3 (dB) Line Attenuation 0.0 (dB) 13.8 (dB)
Indicator Name Near End Indicator Far End Indicator Output Power 5.7 (dBm) 13.1 (dBm) Fast Path FEC Correction 152 1 Interleaved Path FEC Correction -- -- Fast Path CRC Error 0 0 Interleaved Path CRC Error -- -- Loss of Signal Defect 0 0 Fast Path HEC Error STR 0 0 Interleaved Path HEC Error -- -- Error Seconds 0 1
Statistics Received Data 292814 (Kbits) Transmitted Data 84589 (Kbits)

 

 

2. https://www.thinkbroadband.com/speedtest/1498239887852684255

 

3 https://availability.samknows.com/broadband/exchange/MYRWC

 

4.

Runtime Code Version v0.03.06.0001-OT (Mon Dec 5 15:19:29 2016) Boot Code Version 0.0.13-OT (Fri Sep 9 14:02:20 2016) DSL Modem Code Version A2pv6F039c.d24j-AnnexA Hardware Version 01

by n217970 Investigator
Investigator

Re: Bright Box 2 problem

here are the speed tests immediately after rebooting the router. I am going to disconnect everything from the netowrk and slowly re add incase something locally has gone bad other then the router.

 

https://www.thinkbroadband.com/speedtest/1498240329564680955

by Grand Master
Grand Master

Re: Bright Box 2 problem

Your BB looks fine but your speedtest is awful. Is it wired?

 

What does BT 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, use the Address Checker, not the Postcode Checker.

 

 

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by n217970 Investigator
Investigator
Solution

Re: Bright Box 2 problem

I've got to the bottom of it, and I must admit to feeling kind of daft. I have a server set up here which connects out to my work via a VPN, the VPN connection had failed(password change at the other end) and for some reason it was killing the network. Thanks for your help XRaySpeX

by Grand Master
Grand Master

Re: Bright Box 2 problem

You're welcome :)! Well, I tried :). I was even suspecting EE were throttling you as you are on 1 of their "Off-Net for ADSL" exchanges Smiley LOL.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC

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