by stebli Investigator

Broadband drops everday - tried everything

So after upgrading to Super Fast broadband and receiving a new Smart Hub, the very next day problems started.

So I reported in May that my broadband was dropping almost every day at a similar time of day 8pm - 10pm (usually but not always)!

After going through the usual pointless steps I eventually got an engineer out to look at the line etc. He did several things including changing the 'box' on the wall as it was an old one.

This made no difference.

The engineer came back and changed all of the external cables from the telegraph pole.

This made no difference.

I gave up and just accepted it, but it's just the same and has been for months and now i can't take it any more.

The only thing i can think is that this is either a firmware issue or a hardware issue - can anyone help?

by Grand Master
Grand Master

Re: Broadband drops everday - tried everything

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.


4. 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 stebli Investigator

Re: Broadband drops everday - tried everything

Product name:Smart Hub
Serial number:+EEH001+1850002461
Firmware version:v0.00.24.06190-EE
Firmware updated:Your Firmware has not been updated.
Board version:01
DSL uptime:0 Days, 1 Hours, 8 Mins, 21 Secs
Data rate:20.00 Mbps / 80.00 Mbps
Maximum data rate:20.12 Mbps / 94.80 Mbps
Noise margin (up/down):6.1 / 10.4
Line attenuation (up/down):24.6 / 17.8
Signal attenuation (up/down):24.5 / 17.8
Data sent / received:58.3 MB / 359.8 MB
2.4 GHz wireless network name:EE-Hub-tMD3
2.4 GHz wireless channel:Smart (Channel 6)
5 GHz wireless network name:5GHz-EE-Hub-tMD3
5 GHz wireless channel:Smart (Channel 48)
Wireless security:WPA2
Wireless mode:Mode 1
MAC address:44:FE:3B:C4:D1:3A
Software variant:-
Boot loader:0.0.3-EE (Mon Dec 4 17:32:53 2017)
by stebli Investigator

Re: Broadband drops everday - tried everything

Don't have any issues wired or wireless when it's working, just the 5 minutes everyday that it drops and reconnects.

Can't find what you're looking for?

One of these options may help you find the answers you need.

Let's get started

Join the EE Community to ask, answer, learn and share.