Wondering why your EE broadband keeps disconnecting? Stay with us to learn everything!
Well, with EE broadband services, you either have an EE Smart Hub, or you’re using your own router for the setup.
So, when the internet keeps dropping, the main factor for troubleshooting is the router, the wiring and the connection device.
In this guide, we’ll explore all possibilities.
When your EE broadband is persistently disconnecting, first power cycle the EE network router and reconnect all the wires involved in the setup. The next step is to check for ongoing EE outages, relieve some internet bandwidth and perform a reset on the router.
Let’s continue to unwrap!
Why EE Internet Keeps Disconnecting?
To answer this question, we must first familiarise ourselves with the potential causes of internet disconnects with EE broadband.
This is why we’ve managed to create a complete list, including all of the possibilities, so you can review them before troubleshooting for easier orientation later.
Here’s everything that can make your EE broadband internet disconnect:
Those are all potential causes for EE broadband disconnects, and in this guide, we will address each of them individually.
So, without any hassle, let’s jump directly into troubleshooting…
How to Fix When EE Broadband Keeps Disconnecting?
Tip: Follow the solution steps in the order that they are listed.
1. Power Cycle the Network Router
The first and easiest step, regardless of whether you use the EE Bright Box or your own router, is the power cycle process.
This method will not affect your EE router network settings and will only reset the device’s power, refresh all system services, and hopefully resolve the problem.
To power cycle any broadband router, unplug the device from the power!
When your EE router is disconnected from the power, wait at least 60 seconds and then plug the power cable directly into the outlet.
If your EE router is constantly disconnecting because of sudden restarts, perhaps the power income is not consistent, and that’s why the internet drops.
Warning: Avoid plugging your EE router into a power divider, strips or smart plugs!
2. Reconnect the EE Setup Cables!
Whenever the EE broadband keeps dropping out, you may suspect the router’s wiring setup.
To identify any wiring-related problems, you must power off your EE router first and then unplug and reconnect all the cables involved in the setup.
We will guide you through this…
EE Service Cable
The service cable is the most essential line in your EE broadband setup.
This wire connects the router to the EE broadband services, and when there are interruptions, your internet will surely start dropping or disconnecting.
The service cable connects the wall socket to your EE router’s “yellow” port, so you must unplug the cable on both sides.
Then, you must inspect the connectors for visual damage and the connection ports on your wall socket and EE router.
Tip: The service cable must be connected securely, so wiggle the cable to ensure a tight bond!
EE Power Cable
The power cable is the cable connecting the router to the electrical outlet.
This is also important because when the router reboots due to a power insufficiency, your EE broadband internet will start disconnecting and coming back online.
EE Ethernet Cable
The Ethernet cable in your setup is the link between your router and a wired-connected device, the purest form of your internet connection.
When the Ethernet cable is loose or faulty in any way, the EE internet on your connected device will fluctuate and remain inconsistent.
If all wires in your setup appear adequately connected, continue reading the next step!
3. Update Your EE Network Device
The next step is to perform a firmware update on the EE Bright box network device or your own router to the latest firmware available.
In most cases, the unidentified internet drops are caused by an outdated firmware version, so we can’t skip this one!
How to Update Any Router?
The universal steps to update your own EE router are as follows:
- Connect a browser-enabled device via WiFi or Ethernet.
- Then open a web browser and go to https://192.168.1.1/.
- Sign in using admin/admin or admin/password details.
- Then locate the “Firmware” tab and select “Update Now.”
- Info: The firmware update option could be in “Advanced.”
How to Update a Bright Box?
- On a connected unit, go to https://192.168.1.1/ and sign in.
- Sign into your Bright Box using the details admin/Password.
- Then, click “Advanced Set-Up” and “Accept” to continue.
- Expand the tool menu on the left side of the navigation bar.
- Finally, click on the “Firmware Upgrade” option to update.
The EE network device will temporarily drop the connection while updating and automatically reboot when the update is over.
You must remain patient and not interact with the settings until the update is downloaded, installed and applied.
When ready, test your EE broadband setup!
4. Check for Ongoing EE Outages!
Whenever the EE broadband constantly disconnecting, perhaps the problem is not on your side, and you must check for EE service outages.
Luckily, EE provides its own tool for checking any ongoing (planned/unplanned) outages or maintenance so you can identify the broadband issue.
To check for EE outages, go to EE Coverage and Network Status Checker!
When you land on the page, you will see a map of the United Kingdom with a menu on the left side of the screen.
So, input your Postcode, your Mobile Number, and the model of the device to check for service outages and coverage in your specific residential area.
Note: In case of an ongoing EE outage or maintenance, your internet will continue to drop until the issue is resolved.
5. Relieve Internet Data Bandwidth
Your EE broadband internet could be disconnecting due to overuse of your router because of too many devices connected simultaneously.
When the bandwidth is insufficient due to many networking tasks from other devices, the broadband on your connected device may disconnect.
There are a couple of tips and tricks to relieve some bandwidth:
- Disconnect as many unused WiFi devices as possible.
- Stop downloading, streaming or uploading anything.
- Disable any activated VPN services on the EE network.
Freeing up some bandwidth should immediately optimise your EE broadband internet and will hopefully solve your problem.
6. Test Broadband Without Microfilter
If you’re also using landline EE services, then perhaps your broadband cable and the landline phone cable connect into the same wall socket.
This is where issues appear when a conflict or the cables are not set up correctly.
We recommend testing whether the broadband will disconnect when connected directly, without the microfilter, while your landline is disconnected.
If yes, then the microfilter in the setup is faulty, and you may need to purchase a new one.
However, in case the broadband is also disconnecting when directly plugged into the master socket, then you’re probably facing a network device problem.
So, let’s keep troubleshooting!
7. Reset Your EE Router to Default
The final and most potent solution against EE broadband disconnecting is performing a factory reset on your EE network device.
However, this method comes with a great downside since all of your networking files, WiFi SSID and passwords, Proxies and other settings will be erased.
The network routers reset identically; there is a reset button pinhole on the back of the network device, which you must press.
You need something sharp to reach inside the reset pinhole and press the button within for not less than 10 seconds, which will initiate the factory restoration!
Info: When your router resets, you must set up the WiFi names, passwords and other settings you need through the admin panel.
Need More Help?
If your EE broadband is still disconnecting, even after attempting all the solutions in this read, you may need some qualified assistance.
To receive support, contact EE Customer Service and report the problem you’ve been facing. Best of luck!
Quick Recap:
Hence, when EE broadband keeps disconnecting, you must first power cycle the router and inspect the wiring setup.
Also, check for any EE broadband outages, optimise the bandwidth of your EE internet and ultimately, perform a factory reset on your EE router.
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Finn Wheatley holds a Master’s Degree in Computer Science from UCL, London. He helped small data science consultancy firms, helping large corporations to grow their data capabilities, deploy advanced machine learning-based analytics and troubleshoot tech-related issues. Check out more about him here.