topic Re: EE Hub resetting multiple times a day in Archived Posts

EE Hub resetting multiple times a day

IANNEADE — Sun, 19 Sep 2021 21:25:36 GMT

This happens to my HUB most nights at 9pm and also sometimes at 10pm, I have phoned tech support quite a few times with three visits from Openreach Engineers and one cube technician who couldn`t tell me why. Why is this happening EE and not to just myself. Don`t tell me its noise on the line because the two BT engineers found none

Re: EE Hub resetting multiple times a day

XRaySpeX — Sun, 19 Sep 2021 21:28:48 GMT

Welcome to EE's Home Broadband Forum.

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

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 & any numbers in the BB Username & also the SSIDs.

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

2. 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 or you don't have one, use the Address Checker, not the Postcode Checker.

Re: EE Hub resetting multiple times a day

IANNEADE — Sun, 19 Sep 2021 21:48:18 GMT

https://gyazo.com/ee4b39a0ab7ed93f5d3cddcd312a986d

https://gyazo.com/0e5f504818b7280e8af359d73f2648ac

Its usually the Network resetting

Re: EE Hub resetting multiple times a day

XRaySpeX — Sun, 19 Sep 2021 21:56:24 GMT

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 (QLT), 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?

Re: EE Hub resetting multiple times a day

IANNEADE — Sun, 19 Sep 2021 21:59:55 GMT

All that was done by an open reach engineer last week, she went to the cab and did something getting pretty fed up of the drop outs now its happened twice tonight once at 9pm and again at 10pm

Re: EE Hub resetting multiple times a day

XRaySpeX — Sun, 19 Sep 2021 22:24:43 GMT

Well, you came to us for advice, not OR. If you don't want our advice you don't need to take it, but why ask us? OR have obviously not fixed the issue, so why go blindly by what they say?

Re: EE Hub resetting multiple times a day

IANNEADE — Mon, 20 Sep 2021 18:20:07 GMT

I do need help yes but as stated I have had 3 Openreach engineers and one cube engineer and all said that what figures the router is showing is correct, BT admittedly goes to the cab and say they have either turned the threshold up or down and then even the same night I get a reset or maybe two. Its a brand new telephone box fitted by engineer two. I have had 3 in total EE Hubs hub one is the only one that gives me the speeds i`m paying for hub 2 and 3 gives me around 7mb download, what I use the internet for that is no good at all so never used them hub 1 gives me my speed but resets. I`ve never given hub 2 and 3 a chance tbh until tonight where i`m using my phone connected to hub 3 and using it as a hotspot I get close to the speeds I pay for this way. Its a trial to see if the newer hubs resets at all tonight

Re: EE Hub resetting multiple times a day

Mustrum — Mon, 20 Sep 2021 20:12:29 GMT

It may be worth starting again, no one on here knows what has happened with your line, so rely on you answering the questions, and posting the information requested.

Whilst this may be frustrating, until some kind of mind reading technology is developed, it is the only option we have to help you.

Re: EE Hub resetting multiple times a day

XRaySpeX — Mon, 20 Sep 2021 21:04:39 GMT

Post the router stats from SHs 2 & 3.

Re: EE Hub resetting multiple times a day

IANNEADE — Mon, 20 Sep 2021 21:09:23 GMT

https://gyazo.com/6cd4ad627ceb865cba5b704ba808ef61

https://gyazo.com/a1be9fcf160269b74f97e42bc01ca1d2

Re: EE Hub resetting multiple times a day

XRaySpeX — Mon, 20 Sep 2021 21:13:25 GMT

That SH is also giving you the top speed, 40 Meg, for your BB product as the 1st 1 you posted. You should be seeing no diff in speed.

Re: EE Hub resetting multiple times a day

IANNEADE — Mon, 20 Sep 2021 21:19:25 GMT

That is hub 3 and its reset once since iv`e set it up, and its an experiment by myself to use my phone as a hotspot from that router which gives me extra speed, the thing is me and my wife has the same laptop with same specs her gets the full speed with all routers my laptop only gets the speed from hub 1. Hub 2 and 3 I get 7mb download

Re: EE Hub resetting multiple times a day

XRaySpeX — Mon, 20 Sep 2021 21:24:30 GMT

Then the issue is with your WiFi connection.

Try a speedtest 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. Do this with routers 1 & 3.

Re: EE Hub resetting multiple times a day

IANNEADE — Mon, 20 Sep 2021 21:47:27 GMT

1st link is hub 3 using my phone as a hotspot and laptop connected to it

https://gyazo.com/27c544a420efccda366c0ebf69c57453

2nd link my laptop is connected to hub 3 directly

https://gyazo.com/31d64c8b89550073f15c5e7a3ae7b458

Hub 1 gives me constant 36gb download as it does with my wife`s hers will also get 36gb when connected to hub 3