by novacomet Investigator

Broadband dropping out

Hi. My fibre broadband keeps dropping out every 2-3 minuites. I have tried to contact EE with the 020 number as im calling off a o2 mobile and the number isnt working. I have tried it a few times and it doesnt connect. HELP as i need to get intouch with them as i only have netflix to watch and im unable to. 

by Grand Master
Grand Master

Re: Broadband dropping out

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.

For a SmartHub: login and go to Advanced Settings/ Technical Log/ Information.

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

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What exchange are you connected to? If you don't know use: and post the URL of your exchange page.

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 novacomet Investigator

Re: Broadband dropping out

hi im not with the router as i have had to come to my parents to get online to look for help. 

by novacomet Investigator

Re: Broadband dropping out

EE Community Support Team

Re: Broadband dropping out

Hi @novacomet,


Welcome to the EE Community. 🙂


You can contact Customer Care on 0207 362 0200 from your O2 mobile or 0800 079 8586 from your EE landline.





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