Full fibre keeps dropping out

[malcolmsmith333]

My broadband loses Internet connection about 5 times an hour. Sometimes for a few seconds, sometimes for about 5 minutes.

When it works I get really good speeds.

The problem occurs on devices connected via ethernet (PC and TV) and also phones and tablets via WiFi.

I am on my 3rd router from EE. They keep resetting the line and say no fault found.

An engineer came round and replaced the ethernet cable from the white box on the wall to the router.

He witnessed the drop out whilst here and said it was a problem outside of the house. EE will not send an engineer to the house as they say they have tested the line remotely and found no fault.

They are now saying that my only option is to accept a £100 compensation and live with it!

Any suggestions what I can do as that is not an option for me.

[Kimberlin · Accepted solution]

@malcolmsmith333 

You’d be better off contacting EE or using their forum for advice.

[malcolmsmith333]

Aren't they the same provider these days?

[Kimberlin]

@malcolmsmith333 

Well, you’d have to ask a forum Moderator that question!

If you’re officially with EE and not BT, you should be contacting the EE customer service line. The cynic in me might believe that EE and BT are sharing the same call centre in Stevenage (possibly). But I’m probably completely wrong so don’t take that as a given 😆

[gg30340]

You will only be able to get general advice/help on this forum.

You may be able to get better advice and assistance on the EE forum where the moderators there may be able to assist or direct your problem to the relevant department.

Having said that, when your Broadband drops out do any of the lights on the ONT (the white box) change colour or go out?

Has the ONT been changed?

Do the lights on your EE hub change colour when the broadband drops out?

Is there any pattern to the drop outs ie same time of day or when some other device such as a fridge clicks on etc.

Have added any new electrical equipment to your property about the time that the drop outs started?

When the EE hubs were replaced did you also change the power adapter?

[malcolmsmith333]

Thanks for the reply.

when your Broadband drops out do any of the lights on the ONT (the white box) change colour or go out?

No

Has the ONT been changed?

No

Do the lights on your EE hub change colour when the broadband drops out?

No

Is there any pattern to the drop outs ie same time of day or when some other device such as a fridge clicks on etc.

Random times during the day/evening 

Have added any new electrical equipment to your property about the time that the drop outs started?

No

When the EE hubs were replaced did you also change the power adapter?

No

[gg30340]

If your broadband was dropping out prior to your property I would have expected the ONT and the hub lights to change colour for the duration of the drop outs.

If it was dropping out after the ONT, ie from the hub, I would have expected the hub's lights to have changed when it drops out.

I would suggest that if for no other reason than to rule it out they should consider changing the ONT to see if that is the problem.

Have you or EE / Openreach looked at the  "Technical Log" in the hub's Advance management pages to see what is being recorded when the drop outs occur? 

If not I would suggest that that may give some indication as to what is taking place when the drop outs happen.

Other than that I have nothing further to suggest.