Highlighted
by Investigator
Investigator

Internet outage

Hi Dunvegan Isle of Skye,  I have been having problems for days now with constant outages. Has any else had this problem?

21 REPLIES 21
Highlighted
by Grand Master
Grand Master

Re: Internet outage

@rabk591 : On what device?

__________________________________________________________________________________________
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: Internet outage

Hi,

 it happens on all devices. I can be working on the computer and, wham, no internet. It is a pain if I am working on a business file and I haven't save what I have done. Start all over again.  

Highlighted
by
EE Community Support Team

Re: Internet outage

Hi @rabk591,

 

Welcome to the EE Community. 🙂

 

Are you using mobile or home broadband?

 

Thanks

 

James

Highlighted
by Investigator
Investigator

Re: Internet outage

Hi James,

I am using home broadband. 

Highlighted
by Grand Master
Grand Master

Re: Internet outage

@rabk591 : 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. Obscure your names & numbers in the BB Username & also the SSIDs.

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 does BT Wholesale 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
Highlighted
by Investigator
Investigator

Re: Internet outage

Hi,

Sorry for the long delay. The system uptime is  295:02:22.

Highlighted
by Expert Contributor
Expert Contributor

Re: Internet outage

The answers to the rest of the requests of @XRaySpeX  would be appreciated and give us a better view of what is happening with your connection.

Highlighted
by Investigator
Investigator

Re: Internet outage

Hi,

Really sorry for the delay, I will send all information tomorrow 26th.

 

Highlighted
by Investigator
Investigator

Re: Internet outage

Hi,

Here is the required data.

System Uptime is: 331:06:06

Link to result, https://www.thinkbroadband.com/speedtest/1590479957854171255

 I cannot get BT Wholesale broadband checker to copy over the readings. Have you any Idea how to get it across to you?

Highlighted
by Grand Master
Grand Master

Re: Internet outage

Use the Camera icon above your text to upload a file to here.

__________________________________________________________________________________________
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: Internet outage

 

Hi,

I am sorry but I don't see a camera icon anywhere above the text on the bt readings. I have tried to copy and paste from my clipboard but that does not work either even after I have updated the computer. Any other ideas?

 

Highlighted
by Grand Master
Grand Master

Re: Internet outage

Are you on a mobile? Either do it from a PC or put the mobile's browser in Desktop View. Then you'll see it.

__________________________________________________________________________________________
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: Internet outage

Hi,

I am not on mobile I am on my PC. I have even tried to do a screenshot but that will not work either. I am sorry for all these problems I am giving you. Could it be because I am not with BT for phone or broadband?  Maybe you could you send me a screenshot of where this camera icon is supposed to be. If that is not possible I don't no what else to try. 

Highlighted
by Investigator
Investigator

Re: Internet outage

I don,t no how I have done it but I have manage to copy and paste.
 
Telephone Number  on Exchange DUNVEGAN is served by Cabinet 1
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low        VDSL Range A (Clean) 

VDSL Range B (Impacted) 

45.9308625Available----
44.1257.85.420.4Available----
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand
33030--Available--
ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate
Up to 16--8 to 19.5AvailableAvailable--
Up to 16Up to 1.58 to 19.5AvailableAvailable--
Up to 8--7 to 8AvailableAvailable--
--------Available--
2----Available----
Observed Speeds ADSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date
19.21
1.08
2020-05-26
Other Offerings Availability DateVDSL MulticastADSL Multicast
Available
Available
Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date
N
--
--
--

 

 

FTTP is not available.

Highlighted
by Expert Contributor
Expert Contributor

Re: Internet outage

What do you mean a screenshot won't work? Have you got the screenshot? If so click on the camera to add your screenshot. You will have to wait for a mod to allow it to appear.2020-05-26 12_21_39-Post a community reply - The EE Community.png

Highlighted
by Investigator
Investigator

Re: Internet outage

I have now found away to copy the image to the message body but when I preview it before I send it it only shows a triangle. It basically tells me that the html in not recognized.

I will try and send it by email instead. 

Highlighted
by Grand Master
Grand Master

Re: Internet outage

Don't worry, your images were awaiting approval. Upload it again & I will do so & they should appear soon.

__________________________________________________________________________________________
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: Internet outage

 
 

Hopefully you can do something with this. I did send an email with the file but maybe you did not get it.sHopefully you can do something with this. I did send an email with the file but maybe you did not get it.s

 
 

 

 
 

 

 

 

 

 

 

Highlighted
by Grand Master
Grand Master

Re: Internet outage

Thanks. You've got the hang of it.

 

I still await the most important info, the full router stats.

__________________________________________________________________________________________
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.