topic Re: Connection Dropping Out At The Same Time Every Day in Broadband & Landline

Connection Dropping Out At The Same Time Every Day

ow259 — Mon, 25 Nov 2024 09:19:23 GMT

Hello!

I have recently moved to EE broadband and it has been mostly working pretty well. I have had an issue with it for a while where the connection would drop for a minute/two sometime in the hour of 12am every single day. It has also changed with the clocks so it has stayed at the hour of 12am.

It's incredibly frustrating to be doing something and being disconnected from everything. Playing online gets hit the hardest as you can imagine. The connection drops for both Wi-Fi and Ethernet.

The logs in the admin panel of the router don't show anything for this at all. This wasn't a problem when I was using Sky.

There are no other issues. Speed is fantastic, the other 23 hours of the day works perfectly.

I am on the 1700mbps package using the Wi-Fi 7 Smart Hub Pro.

Re: Connection Dropping Out At The Same Time Every Day

JimM11 — Mon, 25 Nov 2024 11:10:13 GMT

@ow259 So what indicates that there is a drop then if nothing is shown in the log file? Do you see it on other devices, everything goes, mobile drops out etc?

Re: Connection Dropping Out At The Same Time Every Day

ow259 — Mon, 25 Nov 2024 11:20:16 GMT

Hey, thanks for the reply! - On PC, anything connected online would tell me that I'm offline. E.g. steam would go offline and any game I'm in would kick me out to menu, Discord calls would drop out, telegram for example would be in a connecting loop, Web Browsing wouldn't work. Windows keeps the ethernet connection icon though, never changes to the disconnected globe icon. I have tested this with another windows PC and it does the same thing.

On my phone and iPad for example, they just cant load anything while connected to the network at that time. After the small amount of time, everything comes back to life. Incredibly tedious.

Its not like the router is rebooting or anything. It is fairly quick, a minute or two at most usually and around the same time every night.

The only thing in the routers logs are device connections to the Wi-Fi. Nothing particularly useful in them unless there's somewhere with more technical information.

Re: Connection Dropping Out At The Same Time Every Day

JimM11 — Mon, 25 Nov 2024 11:42:31 GMT

@ow259 You are not using anything like wifi enhancer etc, or setting of parental controls?

Re: Connection Dropping Out At The Same Time Every Day

ow259 — Mon, 25 Nov 2024 14:11:06 GMT

Wi-Fi enhancer is not setup, no parental stuff setup!

Re: Connection Dropping Out At The Same Time Every Day

JimM11 — Mon, 25 Nov 2024 16:06:39 GMT

@ow259 That's good, so now only need to establish that if it is either router or ont dropping off, as you say it appears everything stops functioning, this may also be nothing to do with either of those two devices, this does if you wish take some input from you as a process of elimination but if you are as said experiencing this at the same time every evening. Would suggest everything off before the fault, watch something streaming say on your pc, if it survives then something else causing problem if not then exact same 1 day later but another device, and if same 2 days in a row, down then to Router/ont or outside influence causing problem. Not anything else posted in the forum with anything like your fault description.

Re: Connection Dropping Out At The Same Time Every Day

JimM11 — Mon, 25 Nov 2024 16:16:56 GMT

@ow259 As a footnote, you don't have an (open fault) and EE are doing diagnostic on your line or anything like that, as far as you are aware off?

Re: Connection Dropping Out At The Same Time Every Day

joanneferguson1 — Mon, 25 Nov 2024 18:02:50 GMT

Hi I am also having this same issue it seems to happen around 12-12.30 am every day without fail around this time my pc and all devices in my home will have no internet for a few moments then all is fine for another 24hrs.

Re: Connection Dropping Out At The Same Time Every Day

ow259 — Mon, 25 Nov 2024 18:06:54 GMT

Yeah I assumed it was either the Router or ONT. Sounded like it was something configurable since it is the same time. Ill chalk it down to Router/ont/outside influence since i could be doing anything before the connection just drops off! And also, as far as i know, there are no diagnostics, engineering works or anything of the sorts on my line currently. Thanks 🙂

Re: Connection Dropping Out At The Same Time Every Day

ow259 — Mon, 25 Nov 2024 18:08:14 GMT

sounds exactly like the same. I think thats more accurate timing. Its always first half of 12am

Re: Connection Dropping Out At The Same Time Every Day

JimM11 — Mon, 25 Nov 2024 18:16:12 GMT

@ow259 @joanneferguson1 Would report and have EE CS get tech support involved to see if anything is amiss on the line or account wise. At least someone has now joined in, thanks @joanneferguson1 .

Re: Connection Dropping Out At The Same Time Every Day

joanneferguson1 — Mon, 25 Nov 2024 18:56:46 GMT

I think maybe it could be the smart hub pro it could be programmed to do this because we are both having the same problem around the same time everyday and we both have the relatively new smart hub pro it could possibly be refreshing all our device connection's at said time.

Re: Connection Dropping Out At The Same Time Every Day

JimM11 — Mon, 25 Nov 2024 19:08:20 GMT

@joanneferguson1 Anything is possible FW wise, but i would certainly be looking at the FW on the router shown on the Status screen, and also the FW of the Extender on the Advanced Wireless, extender screen to gather as much information as possibly, and the router has been out now in trial for months and in the hands of user's since time wise around 2 month's now.

Re: Connection Dropping Out At The Same Time Every Day

ow259 — Mon, 25 Nov 2024 20:13:16 GMT

For comparison sake, Firmware for both Smart Hub Pro and Smart WiFi Pro - r2.64.3-R-1213091-PROD-1. My Smart WiFi pro is connected with ethernet also.

I'll give them a call when I'm remote next and see what they say. Not really the end of the world but infuriating!

Re: Connection Dropping Out At The Same Time Every Day

JimM11 — Mon, 25 Nov 2024 20:21:43 GMT

@ow259 You are one a wired backhaul to the Smart Wireless device, do you know if is also in the cross over range wirelessly per chance?

Re: Connection Dropping Out At The Same Time Every Day

ow259 — Mon, 25 Nov 2024 20:30:07 GMT

There's probably some cross over, never had issues with devices not knowing what AP to connect to though since the upstairs floor is insanely solid. Wired devices still run into the problem tho which makes me think unrelated!

Re: Connection Dropping Out At The Same Time Every Day

JimM11 — Mon, 25 Nov 2024 20:38:28 GMT

@ow259 There was an OP posted that until he managed to get a 2.5Gb/s switch onto the Wireless Extender, lot's of ethernet issue going direct, it just did not seem to like a 1Gb/s connection, but switch isolation sorted that all out.

Just trying to work out what's going on mesh wise with both the + and Pro, do not use as a Asus wired and AI mesh wireless backhaul user.

Re: Connection Dropping Out At The Same Time Every Day

ow259 — Mon, 25 Nov 2024 22:25:07 GMT

My setup is basically router to a 2.5gbE switch and then the switch into pc, extender, and some other things. No ethernet downstairs with the Router so both are losing connection at that moment. The upstairs extender doesnt flash or anything when the connection drops. Super weird. no asus stuff or other mesh systems 🙂

Re: Connection Dropping Out At The Same Time Every Day

JimM11 — Mon, 25 Nov 2024 22:40:23 GMT

@ow259 Sorry do not understand at all your wiring explanation, the pro router has 4, 2-5Gb/s lan ports, and its 2.5Gb/s wan port. Do i read that you have 1 Pro router, and 2 Smart wireless extenders, Zero off the devices are wired backhaul, Everything you have is wireless backhauled, Do you need the switch because of more than 4 lan ports required, or buffer in case to separate out the lower speed 1Gb/s lan speeds. As for not flashing, would expect delay's the + router certainly is NOT the quickest at giving you any hint of information in short on/off's that's for sure.

Re: Connection Dropping Out At The Same Time Every Day

Alexcapi — Tue, 26 Nov 2024 00:58:19 GMT

I get the same dropout every day without fail at around 00:30 for around 1 - 2 minutes, really unacceptable for such an expensive package. I also have the new wifi-7 smart hub pro on the 1700mbps.