topic Re: Router issues - keeps dropping connection in Broadband & Landline

Router issues - keeps dropping connection

Jnsykes — Wed, 30 Jul 2025 20:19:59 GMT

So we had a power cut overnight. Powered everything off then back on again. Initially, the smart hub router worked fine, however, I couldn’t get the 2 booster boxes to connect. Later today, the smart hub keeps loosing connection. EE have said the power supply will be damaged and I’ll need a new one. How is that so when it has power and is working as I’m typing this message.

Re: Router issues - keeps dropping connection

JimM11 — Wed, 30 Jul 2025 20:33:34 GMT

@Jnsykes The symptoms for the failed PSU is the Router stays up about 5-10 mins drops off and reconnects, if you have like that then let the Forum know, last post was about 3 weeks ago will find the post and link!

TWO ROUTERS LATER AND STILL NO INTERNET - The EE Community

Hub not connecting. - The EE Community

This one also if you want to read and go get a psu or wait for EE to send!

Re: Router issues - keeps dropping connection

Jnsykes — Wed, 30 Jul 2025 20:29:16 GMT

Yeah the connection has dropped after about 5 minutes

Re: Router issues - keeps dropping connection

Lodgewoman — Wed, 30 Jul 2025 21:56:56 GMT

Our router was dropping too and not connecting to booster. First time help desk could not find a problem and made me feel very inadequate. Happened again at weekend and had a solid green light with intermittent connection. Was told the power plug was faulty as there was a known issue with a batch of them. New cable arrived today. Green light off but still keeps dropping service. Waiting to call tomorrow to complain again!

Re: Router issues - keeps dropping connection

JimM11 — Thu, 31 Jul 2025 05:56:22 GMT

@Lodgewoman The PSU fault is a very specific condition, it shows itself as in two methods, the router boots goes into operation then about 5 minutes later it drops out back to green and tries to go back online, sometimes it will do a green/flash white back to green again. At this point the PSU does not have enough power to hold the modem stage in operation and is more common with the SH31B version that has the modem to the fttc copper connection.

By the sound off the fault you have the connection is just dropping off and that can be for other reason's, so best to day what you have Router wise and how it is connected either FTTP for full fibre or FTTC for the partial fibre/copper cable connected to an OR Openreach Master Phone socket!

It also has been established now that it is only the PSU that goes bad and the Router remains in a healthy working condition, but that may not always be the case!

Re: Router issues - keeps dropping connection

Lodgewoman — Thu, 31 Jul 2025 07:01:03 GMT

Hi I don’t know which connection we have. When installed left connection box off wall, so think engineer needs to return to install properly.
Also if green light issue resolved why still dropping off?

Re: Router issues - keeps dropping connection

JimM11 — Thu, 31 Jul 2025 08:42:25 GMT

@Lodgewoman Does the cable from the EE router go to a OR Master phone socket! This link below will give you an idea.

Smart Hub Pro Set up | Broadband | EE Help

Re: Router issues - keeps dropping connection

Diguelo — Sun, 31 Aug 2025 08:52:42 GMT

Same issue as you. Router lights up, only two lights on the wall part instead of 3. Green light and around every 20 seconds flashes white. Wont connect at all.

Phoned EE help line and got told oh its a known power supply issue. Its worked fine until yesterday then im told to go and have a look if I have another power supply !!! Oh yes of course stupid me I got one free at tescos last time I was in and threw it in the Router power supply surplus bin on the way out of the store. Then I get told oh itll be a 3 - 5 day wait starting monday. SO it will be a 5 - 7 day wait due to it being underpaid postage delivery.

Not overly impressed with the service from day one. I was told you have 150MB speed, never got over 85. This issue I later found out was due to the Router set being supplied with only one CAT8 cable, that being the one from wall to router and the rest are cat 5. So spending a wedge on CAT8 cables I get the full speed now.

waiting on supply turning up and then I get an email saying complaint closed.

Re: Router issues - keeps dropping connection

JimM11 — Sun, 31 Aug 2025 09:16:21 GMT

@Diguelo On the wall part what 2 lights are they, 3 are required!

Re: Router issues - keeps dropping connection

Diguelo — Tue, 02 Sep 2025 02:27:00 GMT

Third light is when your router and th wall socket are talking to each other, ie data passage.

I fixed my routers issue by purchasing a 12v 50W power supply not the cheap chinesium one provided and its back to full throttle again.

Re: Router issues - keeps dropping connection

JimM11 — Tue, 02 Sep 2025 06:10:47 GMT

@Diguelo Green/white flash is the more reported PSU Failure, 50W PSU well than more covers the current required, worth a look at the EE one for the current rating when it get's to you eventually!

Re: Router issues - keeps dropping connection

Diguelo — Tue, 02 Sep 2025 11:41:28 GMT

Well the old ones been stripped. According to what Im seeing in the thing its a poorly designed setup. A component search and a schematic, Im reckoninng this one has a max power output ofr around 20 - 25 W which oin a unit with a 30W need is an accident waiting to put you offline.

The new power supply purchased locally chucks out 50 - 60W @ 12V DC and hasnt even got warm yet after 24 hours of use. Connections stable with no speed twitches.

Old one had what appears to be a 13.6V regulator in it. Making it do all the power work in multiple countries. Cheapness rules

Re: Router issues - keeps dropping connection

Lizzy65432 — Sat, 13 Sep 2025 18:42:21 GMT

Can I ask where you got your power supply? Or can you tell me what size the jack/plug is as I'm unsure what size to order. Thanks!

Re: Router issues - keeps dropping connection

JimM11 — Sat, 13 Sep 2025 18:57:43 GMT

@Lizzy65432 Sizes for you at least

but it is a centre positive 12v d.c. rated for at least 3 amps power adapter and the connection may be the barrel with a 3.5mm/1.35mm

Re: Router issues - keeps dropping connection

freddy2004 — Mon, 06 Oct 2025 17:33:16 GMT

I had the same issue last weekend.

As the router could not stay connected or could not connect at all, I was wondering if the router had become faulty or the line had a problem. After expaining the problem to EE this moring, they confidently told me it was power supply becoming faulty.

While waiting for the replacement PSU to arrive, I managed to find an old PSU. It has the rating of 12V1A with the correct connector (the one came with the hub has the rating as 12V1.5A). I plugged this spare one in and the route funtioned very well.

Incidentally, when I browsed the neighbourhood chat room this afternoon, I came across many of the neighbours in our street suffered internet failures last Saturday as well.

Why many hubs failed at the same time? After some deduction, I now believe that the PSU of the EE HomeHubs are prone to power surge damage. I'm planning to get a surge protection adapter or even a UPS.

I hope this helps.

Re: Router issues - keeps dropping connection

JimM11 — Mon, 06 Oct 2025 20:37:30 GMT

@freddy2004 Can you look at the current rating that you have quoted as most are saying 2.5A on the adapter, current does increase the harder the router is pushed data wise. And EE do a 12V direct connected BBU for the system and the CyberPower version does come with the correct connectors at least, the newer one NOT!