by DoctorZed Investigator
Investigator

Connection Dropouts

Recently moved into a new house and had EE Fibre installed on the existing phone line. Ever since installation the connection would drop out roughly every half an hour, night and day. Ran through usual test socket, quiet line test, router reset button, but no joy.

 

Engineer visits, finds “over 6000” errors on the line and does a “reset” to clear them. Also swaps out the old socket for a new one with a built in filter. He leaves and an hour later the connection drops and continues to do so for the next few days just like before.

 

Engineer visit #2, this morning. Tests the line, everything is apparently perfect (doesn’t drop out in the 20 minutes he is here). Funnily enough as soon as he leaves it drops out again and has continued to do so all day/afternoon.

 

I’ve tried to isolate the issue by moving my landline, unplugging it, changing WiFi channels, modes, splitting the two bands, and disabling WiFi altogether, as well as removing Ethernet cables etc, but just when I think I may have solved the issue, the connection drops out again.

 

Exchange - https://availability.samknows.com/broadband/exchange/SDHRSHM

 

Connection statusConnected
Ethernet / Fibre / ADSLFibre
Ethernet WANOff
Firmware versionv0.00.24.06190-EE (Tue Jun 19 17:25:19 2018)
Serial number+EEH001+1901007874
Downstream sync speed74.00 Mbps
Upstream sync speed20.00 Mbps
Network uptime0 days 0 Hours 16 Mins 48 Secs
System uptime0 days 0 Hours 18 Mins 51 Secs

 

Product nameEE Smart Hub
Serial number+EEH001+1901007874
Firmware versionv0.00.24.06190-EE (Tue Jun 19 17:25:19 2018)
Board version01
Data sent / received1.5 MB / 8.5 MB
DSL uptime0 days 0 Hours 19 Mins 45 Secs
Data rate20.00 Mbps/74.00 Mbps
Maximum Data rate32.1 Mbps/85.0 Mbps
Noise margin (up/down)13.4/9.0
Line attenuation (up/down)12.7/11.6
Signal attenuation (up/down)12.6/11.6
Broadband username 
2.4 GHz wireless network nameZNet
2.4 GHz wireless channelChannel: 1
5 GHz wireless network name5GHz-ZNet
5 GHz wireless channelChannel: 48
Wireless SecurityWPA
Wireless modeMode 2
FirewallDefault
MAC address78:DD:12:06:F8:1D
Software variant-
Boot loader0.0.3-EE (Mon Dec  4 17:32:53 2017)
5 REPLIES 5
by Grand Master
Grand Master

Re: Connection Dropouts

Has any work been done on your line or in the neighbourhood recently? Have you always got this sync speed since switching?..

 

Reboot the router & try plugging it into the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (dial 17070 Opt 2), preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

__________________________________________________________________________________________
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 DoctorZed Investigator
Investigator

Re: Connection Dropouts

Has any work been done on your line or in the neighbourhood recently? Have you always got this sync speed since switching?..”

 

Not that I’m aware of.

Have already done the rest of your suggestions, see above.

by Grand Master
Grand Master

Re: Connection Dropouts

So the router stats at the test socket are all identical than not?

__________________________________________________________________________________________
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 DoctorZed Investigator
Investigator

Re: Connection Dropouts

I don’t quite understand your sentence, but the line has been tested as clear and fault free, as well as the socket being replaced and tested by two different BT Openreach engineers. That’s including the test socket.

by Grand Master
Grand Master

Re: Connection Dropouts

I requested you in an earlier post to test at the test socket & provide the router stats from there. You replied that you had already done what I asked w/out giving any router stats. So I'm now asking you whether the router stats at the test socket were the same as those you posted earlier?

__________________________________________________________________________________________
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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