Highlighted
by Investigator
Investigator

Fibre Broadband Disconnecting

Hi,

I've an issue where the broadband disconnects constantly. The period between disconnects can be as little as a few minutes to several hours. The frequency of disconnects seems to align to peak times; although this might be my imagination. 

 

The router LED usually cycles through: flashing yellow - yellow - (sometimes red) - (sometimes flashing aqua) - aqua.

 

These disconnects usually only last a few minutes. 

 

Any help is appreciated. 

Happy to provide router logs / further information as required. 

 

Regards, 

1 SOLUTION

Accepted Solutions
Highlighted
by Grand Master
Grand Master
Solution

Re: Fibre Broadband Disconnecting

Locate 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.

 

Reboot the router & plug it into the test socket. 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

View solution in original post

6 REPLIES 6
Highlighted
by Grand Master
Grand Master

Re: Fibre Broadband Disconnecting

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:

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. Obscure your names & numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

__________________________________________________________________________________________
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
Highlighted
by Investigator
Investigator

Re: Fibre Broadband Disconnecting

Thanks for the response!

 

Below I've posted the information from the technical log. I can provide information from the event log if that would help clarify.

 

Regards, 

 

Product name:Smart Hub

Serial number:+EEH001+1936019876

Firmware version:v0.04.02.09120-EE

Firmware updated:Mon Feb 3 23:07:39 2020

Board version:01

DSL uptime:0 Days, 0 Hours, 0 Mins, 45 Secs

Data rate:17.29 Mbps / 58.66 Mbps

Maximum data rate:17.28 Mbps / 60.41 Mbps

Noise margin (up/down):6.0 / 6.5

Line attenuation (up/down):21.1 / 16.7

Signal attenuation (up/down):20.9 / 16.7

Data sent / received:0.4 MB / 2.0 MB

Broadband username:

2.4 GHz wireless network name:

2.4 GHz wireless channel:Smart (Channel 11)

5 GHz wireless network name:

5 GHz wireless channel:Smart (Channel 48)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

MAC address: F0:86:20:65:FD:6C

Software variant:-

Boot loader:0.0.3-EE (Mon Dec 4 17:32:53 2017

Highlighted
by Grand Master
Grand Master
Solution

Re: Fibre Broadband Disconnecting

Locate 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.

 

Reboot the router & plug it into the test socket. 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

View solution in original post

Highlighted
by Investigator
Investigator

Re: Fibre Broadband Disconnecting

Thanks again!

 

I think it may be sorted! 

 

After contacting via phone twice I think you've helped located the source of the problem.

I removed the plate to locate the 'test socket'. There were no wires connecting the face plate to the master socket. The face plate just plugged in.

 

When connecting the line in directly to the master socket, without the face plate, I noticed that the connection seemed to be a little loose. When applying pressure to ensure a solid connection it has immediately increased the broadband speed and we have had a solid connection for ~25 minutes which is a record for today.

 

I will mark this as the solution in the next hour providing no issues!!

 

Could you advise the purpose of the face plate? Do I need to purchase and install another or is the current 'botch job' arrangement acceptable until BT openreach home visits are available at the end of may?

 

Thanks again, really appreciate your time!

Highlighted
by Grand Master
Grand Master

Re: Fibre Broadband Disconnecting

Good. That's the whole idea of the test socket. To isolate the problem.

 

The removable faceplate was introduced by BT many years ago to allow consumers to self-install extension sockets in their homes. You only have wires connected to the back of the faceplate when you have other extension sockets in the home.

 

I usually get spare faceplates from a passing Openreach eng in better times but it sounds from what you say that it is the back box that is loose. 

 

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope that it is now sorted.

__________________________________________________________________________________________
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
Highlighted
by Grand Master
Grand Master

Re: Fibre Broadband Disconnecting

Would you post your router stats now that it seems 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

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