topic BB Smart Plus turns off approx same time each night? in Broadband & Landline

BB Smart Plus turns off approx same time each night?

PembsDan — Fri, 06 Dec 2024 14:32:31 GMT

Hi All

Our smart plus BB router (black box with the illuminated EE symbol on) over the last 5 days has started dropping out at about the same time each evening, its quite frustrating

I keep doing the `help` text to EE and each time the diagnostic result is no problems found

Can anyone think why this may be? Do i need to just suck it up and try to speak to a Human ?

Thanks

Re: BB Smart Plus turns off approx same time each night?

Mustrum — Fri, 06 Dec 2024 15:16:18 GMT

@PembsDan without further information it is hard to know what else to do other than call customer services.

But in the mean time, what Broadband Service do you have, and can you confirm the router model name?

What lights are on or off when the problem happens?

Have you logged into the router and looked at the technical log to see what may have caused the problem?

Re: BB Smart Plus turns off approx same time each night?

PembsDan — Fri, 06 Dec 2024 18:44:31 GMT

Hello

we are on essentials 67 and our router is smart hub sh31b

I haven’t had chance to check on the router settings itself yet

thanks

Re: BB Smart Plus turns off approx same time each night?

Peter_W — Sat, 07 Dec 2024 09:50:59 GMT

Hey @PembsDan, welcome to the EE Community 😊

Like @Mustrum mentioned, it would be great to know what the lights on your Hub are showing when these dropouts happen, as this can help us to understand what could be causing this; our help guide here can give you an overview.

If you were wanting to check the logs for this as well, you can do so by heading to http://192.168.1.254/, then selecting Advanced Settings > Technical Log.

Peter