topic Re: New EE Internet Dropping Out multiple times a day. in Broadband & Landline

New EE Internet Dropping Out multiple times a day.

Hirons — Tue, 22 Apr 2025 15:15:57 GMT

Hi, multiple times throughout the day we lose internet.

The hub will be blinking orange and after using the online service checker, which then restarts the router it sometimes starts working again.

As me and my wife work from home, have 3 children who have devices connected, and also use internet connectivity for our doorbell and heating system it is extremely inconvenient.

Broadband and hub details:

Broadband package: Essentials Full Fibre 500
Smart Hub SH32B. Model F5394-P EE
Serial Number: +114404+2443112040
No additional extenders
I have multiple devices connected via Ethernet and WIFI.
When the internet drops out, all devices are impacted.

We have had this service less than a month, initially had a few days without internet at all, and have had these drop outs since day 1. (Installed 27th March 2025) Please can you assist in resolving the issue else we would like to leave the service. Thanks

Re: New EE Internet Dropping Out multiple times a day.

XRaySpeX — Tue, 22 Apr 2025 18:59:02 GMT

Welcome to EE's Home Broadband Forum.

Post your full router stats:

For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs. Also post the Home > Status page.

Re: New EE Internet Dropping Out multiple times a day.

Mustrum — Tue, 22 Apr 2025 22:59:04 GMT

@Hirons so have you spoken to customer services about the issues?

The automated tests only go so far, but CS will be able to see what has happened with your line and provide a more in depth look at what has gone on.

Contact us about your broadband and landline

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

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We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 minutes to book a slot.
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Re: New EE Internet Dropping Out multiple times a day.

Hirons — Thu, 24 Apr 2025 09:24:31 GMT

Thanks, I really appreciate the responses here.

Funnnily enough since writing my post the interent has been up and stable. No drop outs.
I am not sure if someone did something behind the scenes but for now things are looking good!

If we start to have repeated issues again then I will look to contact customer services.

Just to share, current status page is below:

Re: New EE Internet Dropping Out multiple times a day.

Bexxs — Mon, 13 Oct 2025 22:25:18 GMT

I’ve started having the same issue since I switched from BT to EE and their new package.
The internet has dropped for the last 4 days between 5-6pm.
The whole idea of moving across was to improve my service.
I need this for work so very frustrating for me.

Re: New EE Internet Dropping Out multiple times a day.

Alex_H — Tue, 14 Oct 2025 07:29:27 GMT

Hi @Bexxs,

Welcome to the EE Community

I am sorry to hear you are having issues with your connection dropping out, I appreciate it can be frustrating as you say. I would recommend getting in touch with our broadband technical support team so they can see what is happening with your line.

If you text HELP to 66033 and follow the replies, our bot will run an initial check on your line for any issues, if the bot is unable to find any issue it will setup a call back for you so one of our guides can investigate further to help. You can also call us directly using the details on this page.

Alex