Highlighted
by Hamartia Investigator
Investigator

EE Smart hub repeatedly turning yellow/losing connection

I have a promised 67mb download speed contract and my router is a smart hub.

In the past few months the router has started losing connection, mainly just a few times a day but in the past 2-3 weeks the connection drops were unbearable. The router keeps turning yellow/losing connection about every 10minutes. Sometimes it reconnects by itself sometimes it takes up to 20minutes or until restarted, sometimes not even restarting fixes it or only work for a few minutes before losing connection again. It is has gotten to the point where the internet is unusable. 

I only pay for the internet, no phone.

Speed test:

https://www.thinkbroadband.com/_assets/speedtest/button/1557858052460480455.png

Here is the technical log

Product nameEE Smart Hub
Serial number1833001752
Firmware versionv0.00.24.06190-EE (Tue Jun 19 17:25:19 2018)
Board version1
Data sent / received17.7 MB / 32.3 MB
DSL uptime0 days 0 Hours 15 Mins 14 Secs
Data rate12.00 Mbps/30.00 Mbps
Maximum Data rate21.8 Mbps/73.5 Mbps
Noise margin (up/down)11.8/19.0
Line attenuation (up/down)24.4/21.4
Signal attenuation (up/down)21.0/21.4
Broadband usernamePRODUCTIONHQNUN380850135@fs
2.4 GHz wireless network nameEE-Hub-D7hf
2.4 GHz wireless channelSmart (Channel 6)
5 GHz wireless network nameEE-Hub-D7hf
5 GHz wireless channelSmart (Channel 48)
Wireless SecurityWPA
Wireless modeMode 1
FirewallDefault
MAC address4C:1B:86:79:D6:A9
Software variant-
Boot loader 0.0.3-EE (Mon Dec  4 17:32:53 2017)
  
1 SOLUTION

Accepted Solutions
by Grand Master
Grand Master
Solution

Re: EE Smart hub repeatedly turning yellow/losing connection

Thanks, that's more like it.

 

The DLM system has put you on a banded profile in response to present errors on your line, at the top of the up to 30 Meg band of these VDSL Banded Profiles.  When this known network fault is fixed then try to make sure the OR engineer attending carries out a DLM reset on your line. Otherwise this banding could persist.

 

I note that this network fault has been under investigation since 1st Feb. That is not encouraging 😞 .

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" 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
9 REPLIES 9
by Hamartia Investigator
Investigator

Re: EE Smart hub repeatedly turning yellow/losing connection

ADSL ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date

WBC ADSL 2+Up to 17--10 to 19.5Available
ADSL MaxUp to 7.5--6.5 to 8Available
WBC Fixed Rate2----Available
Fixed Rate2----Available

This is the BT broandband availability checker results

by Grand Master
Grand Master

Re: EE Smart hub repeatedly turning yellow/losing connection

Eh, that BT Availability Checker says you can't get Fibre. Did you use your phone no. to get it & not your postcode?

 

What is the exchange & cab in the line above the table?

 

Has any work been carried out on your line or in the neighbourhood recently?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" 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 Smart hub repeatedly turning yellow/losing connection

@Hamartia   Have you call customer services and informed them of the issue?  

by Hamartia Investigator
Investigator

Re: EE Smart hub repeatedly turning yellow/losing connection

I used my postcode when checking my BT broadband availability. I believe I also used my postcode when making the contract, this was the highest speed offer that I had access to.  

Im not sure what you mean by exchange & cab

I plan to call the customer service tomorrow if the problem persists

Incident update
Status
icon Network / Cable breakdown
Cause
icon Network fault
Start date
01 Feb 2019
Estimated resolution date
Currently unavailable
Details
Our engineers are locating the problem
 
There seems to be indeed problme in my area, this might be the cause
I got this information from http://ee.co.uk/btnetworkchecker
by Grand Master
Grand Master

Re: EE Smart hub repeatedly turning yellow/losing connection

The postcode check on the BT site is useless for finding out about Fibre as 1 postcode may be served by more than 1 cab. You actually gave EE your address from a dropdown when signing up for the BB contract.

 

Please use the BT Broadband Availability Checker with 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 "Star" 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 Hamartia Investigator
Investigator

Re: EE Smart hub repeatedly turning yellow/losing connection

I used my address and now I got the following results:

https://i.imgur.com/rGs3NSc.jpg

by Grand Master
Grand Master
Solution

Re: EE Smart hub repeatedly turning yellow/losing connection

Thanks, that's more like it.

 

The DLM system has put you on a banded profile in response to present errors on your line, at the top of the up to 30 Meg band of these VDSL Banded Profiles.  When this known network fault is fixed then try to make sure the OR engineer attending carries out a DLM reset on your line. Otherwise this banding could persist.

 

I note that this network fault has been under investigation since 1st Feb. That is not encouraging 😞 .

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" 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 Hamartia Investigator
Investigator

Re: EE Smart hub repeatedly turning yellow/losing connection

Thank you for your help! I guess nothing can be done until its fixed but at least now I know the cause 🙂

by Grand Master
Grand Master

Re: EE Smart hub repeatedly turning yellow/losing connection

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it is fixed soon.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" 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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