by Shardy
Explorer

EE Smart Hub repeatedly dropping connection

Hello.

I've been an EE Home Broadband customer for a few months now.

I have EE Fibre Plus broadband with around 60mb, which is awesome.

The router I have is the EE Smart Hub.

 

For some reason, the router is randomly dropping connection.

The colour on the front changes from the normal white/blue, then flicks back again.

 

It's happening several times a day, sometimes a few times an hour.

 

I've done the obvious by rebooting the router and checking the cables.

I've also gone through basic troubleshooting found on this forum and even waited a couple of weeks to ensure it wasn't just a phase.

 

The connection is lost on all devices I use including a Macbook, a PS4 and an iPhone.

 

I went as far as moving the router and using an ethernet for my PS4, but it still regularly drops, so it's not just the Wifi.

 

What is the next step?

Are there any tips you may have? Or should I phone up EE?

Thank you.

1 SOLUTION

Accepted Solutions
by Grand Master
Grand Master
Solution

Re: EE Smart Hub repeatedly dropping connection

That looks fairly OK, albeit at the low end of the estimated range.

 

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?

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

Is the issue any better?

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.

 

 

__________________________________________________________________________________________
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
3 REPLIES 3
by Grand Master
Grand Master

Re: EE Smart Hub repeatedly dropping connection

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 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.

 

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 Shardy
Explorer

Re: EE Smart Hub repeatedly dropping connection

 

Hello.

Thank you for the quik reply.

 

Here are the details you requested:

 

1) Router Stats:

 

Product name:Smart Hub
Serial number:+EEH001+1818002900
Firmware version:v0.00.24.06190-EE
Firmware updated:Thu Jul 26 09:13:10 2018
Board version:01
DSL uptime:0 Days, 0 Hours, 13 Mins, 11 Secs
Data rate:18.72 Mbps / 60.00 Mbps
Maximum data rate:18.72 Mbps / 64.86 Mbps
Noise margin (up/down):5.9 / 7.2
Line attenuation (up/down):18.6 / 16.9
Signal attenuation (up/down):18.6 / 16.9
Data sent / received:35.9 MB / 107.6 MB
Broadband username:PRODUCTIONHQNUN358793051@fs
2.4 GHz wireless network name:EE-Hub-EHr2
2.4 GHz wireless channel:Smart (Channel 6)
5 GHz wireless network name:EE-Hub-EHr2
5 GHz wireless channel:Smart (Channel 48)
Wireless security:WPA2
Wireless mode:Mode 1
Firewall:Default
MAC address:BC:30:D9:1C:CF:09
Software variant:-
Boot loader:0.0.3-EE (Mon Dec 4 17:32:53 2017)
 
2) Wired Speed test with EE Ethernet cable:

3) Exchange Page:
 
4) BT Broadband Availability Checker:
Screen Shot 2018-10-18 at 19.31.18.png
 
I hope these are the correct details.
Thank you.
by Grand Master
Grand Master
Solution

Re: EE Smart Hub repeatedly dropping connection

That looks fairly OK, albeit at the low end of the estimated range.

 

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?

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

Is the issue any better?

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.

 

 

__________________________________________________________________________________________
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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