by JamiePay Investigator
Investigator

EE Broadband disconnecting constantly in 2 week slots for the past year.

I have been getting constant droppings of my connection on and off over the past year. I used to be with BT and thats when the disconnections started. Every couple  of weeks, the connections starts dropping 10+ times a day for about 2 weeks. After about 2 weeks, the connection is fine for a couple of weeks before repeating the disconnections. When i changed to EE in I think October it was fine until a couple weeks later when it resumes the constant drops. Lately it has gotten a lot worse with it going on for 4 weeks now. I am plugged into the hidden port and this didnt help either. Any help on what else I can try? Thank you.

9 REPLIES 9
by Grand Master
Grand Master

Re: EE Broadband disconnecting constantly in 2 week slots for the past year.

Welcome to EE's Home Broadband Forum.

 

Well, whatever it is you've brought it from BT with you. Still it's the same BB network, so you'd expect that.

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 http://www.thinkbroadband.com/speedtest.html . 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: http://www.samknows.com/broadband/exchange_search 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 JamiePay Investigator
Investigator

Re: EE Broadband disconnecting constantly in 2 week slots for the past year.

e874461e48f467060f797b3610ce11a2.pngI have my PC upstairs and cannot bring it downstairs to do the Wired test. My Macbook also dosent have a Eithernet port on it so i did a wireless test. The D/U speed is not really a issue to be honest. 

https://www.thinkbroadband.com/speedtest/1554910490116231055

https://availability.samknows.com/broadband/exchange/WMHAS

by Grand Master
Grand Master

Re: EE Broadband disconnecting constantly in 2 week slots for the past year.

Your BB connection looks fine. You are getting 74 Meg sync speed. However your wireless speedtest does look an issue, delivering only about a third of router speed.

 

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.

__________________________________________________________________________________________
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 JamiePay Investigator
Investigator

Re: EE Broadband disconnecting constantly in 2 week slots for the past year.

I think the wireless test was so low because i am downloading a game on my PC right now, normally it is hitting about 45/55. The connection is always plugged into the test socket as this is what BT told me to do last year. This is also the only place in the house as another one was cut off years ago. When i ring the phone on the quiet line, i hear a quiet fuzzy noise, could this be an issue?

by Grand Master
Grand Master

Re: EE Broadband disconnecting constantly in 2 week slots for the past year.

@JamiePay : You sure it's in the test socket? You have removed the front faceplate completely? That is not normal advice from the engs. Don't you just mean the master socket is the only one in the house? I'm asking you to get inside it.

 

The QLT at a test socket should be completely silent.

 

 

__________________________________________________________________________________________
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 JamiePay Investigator
Investigator

Re: EE Broadband disconnecting constantly in 2 week slots for the past year.

I have had the face plate of the master socket removed for about a year with the cable plugged straight in? 

by JamiePay Investigator
Investigator

Re: EE Broadband disconnecting constantly in 2 week slots for the past year.

A week on and there is still multiple disconnections a day and i really dont know what to do? Do i get an engineer or? 

by Grand Master
Grand Master

Re: EE Broadband disconnecting constantly in 2 week slots for the past year.

All you can do now is report it to EE.

__________________________________________________________________________________________
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 Grand Master
Grand Master

Re: EE Broadband disconnecting constantly in 2 week slots for the past year.

How do you know it's the BB that's dropping & not just the WiFi? Does the router lose its steady Aqua light when it happens?

__________________________________________________________________________________________
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

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.