EE Box Losing Wifi Connection

[Satch72]

My EE box has started to lose its connection to my wifi router. Just now was the 3rd time in 24hrs. Unplugging and restarting the box did not cure it. Each time i have to got into the settings and reconnect the box to the wifi. This last time, it was laborious and didn't want to connect,  i had to go back out, go back in and eventually connected.  Just wondered if others had experienced the same

[DarrenDev]

As your broadband is delivered over copper, it can be any number of things.  Check this article for things to check:

https://ee.co.uk/help/broadband/fix-problem/fix-ee-broadband-connection-problems

If that doesn't help, your best bet would be to raise a fault - be sure to mention that it's intermittent, as the automated test is likely to report no fault found.

[andyh611]

Thanks for your reply, 

Yes, my broadband is via copper, though I believe my tariff is Full-Fiber ("we'll connect you when it becomes available at your address"). Annoyingly, of the 18 flats in my block, numbers 1 to 6 can get fiber, but numbers 7 to 18 can't, despite all being on the same level! 

I'll check out the article you've suggested, hopefully I'll find some answers there, and/or raise a fault (though I may come back to you if there's no improvement). 

NB: signing into my account, and navigating to the "Service status in your area" page, I get "We can’t check your broadband status so we need to check it manually", so it doesn't look as though the automated test is available (it's been like that for a while), don't know if that tells you anything?  

Thanks again for your help and advice, much appreciated. 

[Leanne_T]

Hi @andyh611 

Thanks for coming back to us. 

If you follow the troubleshooting on the help page @DarrenDev has provided and if this continues, please get in touch with our broadband tech guides. 

Leanne. 

[DarrenDev]

@Satch72 @CT71 @AlanJ5 @Number57 

Further investigation has found that the known bug ISN'T the cause of the behaviour you've described.

We're going to need to collect more information from you, to dig deeper into what might be happening for you.

Can I ask you to please email me at [email protected] providing the following information:

• The serial number of your hub.
• An exact date and time that you see a device lose connection unexpectedly (TV Box or otherwise), and (ideally) the MAC address or IP address of that device (you can find it on the device itself, or from the hub manager).

[AlanJ5]

Hi Darren
This last happened to me last night 23/7, at 20.15. Initially I’d mentioned WIFI disconnected from everything but it appears it is just my EE TV box pro. Broadband remains active and strangely WiFi appears to work for everything else, tv,mobile, iPad etc.
The only way I can reconnect is to pull the power cable out of the hub and the put back in.
MAC address of the box is f0:
Serial number of my router is 114404

This is definitely new behaviour that I would guess started 6-8 weeks ago. I’ve never had it before. I would say it tends to be of an evening but that may just be because that’s when we’re watching more. It also “seems” to be roughly the same sort of time but again it may be because we’re watching most around those times. I have been watching almost every stage of the Tour de France on TNT sports HD from start to finish in the afternoon and haven’t seen the WiFi disconnect during that.
I wasn’t going to mention it initially as I’m likely to leave EE in November due to price but it’s now becoming really intrusive.
Hope this helps.
Regards
Alan

[mod edit: router details removed from the community]

Sent from my iPad

[Leanne_T]

Hi there @AlanJ5 

Please send these details to the email address Darren has provided and the team will get this looked into for you. 

Leanne.

[andyh611]

Hi DarrenDev and Leanne_T,

DarrenDev - I tried everything in the link you sent me, sadly nothing made any difference, so I raised a fault, as you suggested.

Leanne_T - just got off the phone with one of your tech guides (Cara/Kara), in our 45 minute conversation we tried everything from her end, everything from my end, and everything in between.

Bottom line: she's sending me a new router and cable, I'll let you know if it solves my issues! 

Thanks again for all your help. 

Andy

[Leanne_T]

Hi @andyh611 

Thanks for coming back and letting us know. 

Leanne 🙂