topic Re: Broadband connection to Pro Hub dropping several times a day in Broadband & Landline

Broadband connection to Pro Hub dropping several times a day

SirGar — Tue, 25 Aug 2026 13:16:49 GMT

Have 1.6gb Busiest Home on the Pro 7 hub with 3 extenders. It has worked perfectly for 6-7 months. Recently the router has been restarting (orange flashing lights) and reconnecting. Sometimes it is every 3-4 days, other times 3-4 times a day. Very frustrating.

Openreach line check reports no problem with the fibre connection. Under EE instructions I’ve factory reset the ONT modem and will be doing the router this afternoon. They have dispatched a new router - but I’m not hopeful as hardware seldom fails these days.

The problem seems to coincide with the latest firmware. The router and extenders are all updated.

Has anyone else had similar issues recently?

Re: Broadband connection to Pro Hub dropping several times a day

JimM11 — Tue, 25 Aug 2026 13:44:26 GMT

@SirGar Are you talking about the very latest that has just happened for the two latest to that Pro Hub? The pinned posting will show all that was caried out to get to the latest FW versions as per EE Linked post. If your Hub is NOT at the r5.16.1 version then it may be failing the update and that is what you are seeing....

FW: r4.29.1-R-1930437-PROD-1 and the gui is at App Version 3.14.5 27/07/2026
FW: r5.16.1-R-2011329-PROD-1 and the gui is at App Version 3.17.5 20/08/2026

EE Hub firmware versions - The EE Community

Re: Broadband connection to Pro Hub dropping several times a day

SirGar — Tue, 25 Aug 2026 13:45:53 GMT

Thanks for clarifying the versions @JimM11 . I saw the pinned post and assumed the table reflected the latest versions and didn’t read on to see the August r5.16.1 release . My devices are on the r4.29.1 version that was from June. I can’t recall my dropouts starting in June, but maybe my devices were updated in July. It is a shame that we can’t force a firmware update as I don’t want to have these constant drops for the next few weeks. Maybe the new hub arriving tomorrow will have the latest firmware??

Re: Broadband connection to Pro Hub dropping several times a day

JimM11 — Tue, 25 Aug 2026 14:00:10 GMT

@SirGar Could be possible but would doubt very much that the hub will come with the latest on it, and yours may be trying to get FW updated and failing every time it tries to do so as EE Push it out as a possibility. July was the push for the earlier version and no one has mentioned anything but good as shown below for the stability issues.....

You may just have to web manager to ALL Hub/Extenders and check 4.29.1 is on all 4 devices.... https://192.168.1.254 will get you there and advanced wireless will get the Three extenders and Advanced status should show you the Hub.

FW: r4.28.1-R-1882725-PROD-1 and the gui is at App Version 3.14.5 31/05/2026 Stability Problem

As you have said and it would be at the insistence of EE, but a Factory reset of the EE Pro hub is just always the path they take, normally its a load of codswallop but in the EE Hub case sure does seem to help big time.... Just not a fan, but be 100% sure you know how to get it all back if you made any changes.

Re: Broadband connection to Pro Hub dropping several times a day

SirGar — Tue, 25 Aug 2026 14:43:56 GMT

I agree that the factory reset is just a script task for the agents, but I did it anyway! Done it so many times over the years that it takes just 30 minutes.

All 4 devices are on 4.29.1. I’ll keep an eye on it and hope the connection stays steady .

Re: Broadband connection to Pro Hub dropping several times a day

JimM11 — Tue, 25 Aug 2026 14:46:12 GMT

@SirGar Good, keeping everything crossed and touched loads off wood.

Re: Broadband connection to Pro Hub dropping several times a day

bobpullen — Fri, 28 Aug 2026 08:27:28 GMT

Any news on that latest firmware update @SirGar? Has it reached you yet?

Re: Broadband connection to Pro Hub dropping several times a day

SirGar — Fri, 28 Aug 2026 13:22:40 GMT

Latest update. Factory reset made no difference. New Pro Hub arrived with a very old firmware - 2 point something! Over night that has updated to latest 5.16.1, along with all 3 extenders. Unfortunately still dropping the WAN connection today. Currently testing the hub plugged directly into the BT modem. I previously had a 10 metre CAT 6 cable from the modem to a more central location for the hub. That has worked happily for 5 years, but thought I had better eliminate it before calling EE back.

Is there a way to look at the router event log to look for the cause? It appears to be cleared every time it restarts, or is there a backup event log somewhere?

Re: Broadband connection to Pro Hub dropping several times a day

JimM11 — Fri, 28 Aug 2026 14:17:27 GMT

@SirGar You need to web manager to the Pro hub https://192.168.1.254 before ANY power is removed or ANY reset to the hub is done, in the Advanced section the logs are there and you can print those to a PDF file or just look at them to see if at a particular time something happened..... If you find that the time no longer goes back your hub has completely reset....

There are two parameters you need to look at, System uptime and Network uptime, that shows ie Power has never been lost, and the other shows oops the network dropped and reset the wan connection.

The cable would have to loose all connections for both individual pairs that could happen but unlikely, you would see the hub fold back to 100Mb/s speed, or even worse zero speed, but you may be finding that the 2.5Gb/s Wan connection to the ONT if you are up there speed at 1.6Gb/s package then either ONT/Hub may just not be working out with each other, possibly folding back. Real pity that the FW updated so quickly and now the suckers are all up there, so no way back unless EE CS can do that for you?

Capture your logs, and also your advanced status screens that is the proof you need.

It may also be a good idea to see how sticky your wan iPv4/6 is, www.whatismyipaddress.com will show you that and you can also capture the values or write them down.

It's an old picture from 18 Months ago on a 6+ hub but will give you the idea what to look at once approved for you to see.

Old picture but general idea....

Re: Broadband connection to Pro Hub dropping several times a day

bobpullen — Fri, 28 Aug 2026 13:45:48 GMT

@JimM11 wrote:
There are two parameters you need to look at, Complete uptime and Network uptime, that shows ie Power has never been lost, and the other shows oops the network dropped and reset the wan connection...

This is a good suggestion. We know the LED is flashing orange but what we don't know is if the hub is restarting, or it's just the WAN connection being lost.

As per quote, there's a 'Status' section in the Hub Manager that will present two values: -

Network uptime: this is the time since the last successful Internet connection attempt
System uptime: this is the time since the hub last restarted

If the second is substantially bigger than the first then the hub isn't restarting; if they're broadly aligned then it is.

Re: Broadband connection to Pro Hub dropping several times a day

SirGar — Wed, 02 Sep 2026 08:32:26 GMT

After lots of testing I narrowed the broadband disconnects down to when my third party VOIP phone was connected. I have a Grandstream HT802 adapter connected by ethernet to the router. This has worked happily for several years. Contacted VoipFone who said the issue was likely due to changes to the SIP ALG protocol on the EE router. They kindly changed a port setting on the adapter and all is now working fine after 3 drop free days. The EE change must have been introduced in 4.29.1 firmware update.

This is one to keep an eye on if you use a third party VOIP phone.

Thanks very much for the help on this problem.

Re: Broadband connection to Pro Hub dropping several times a day

bobpullen — Wed, 02 Sep 2026 09:48:02 GMT

@SirGar - curious!

Did you determine if the hub was physically restarting or just the WAN/PPP dropping when the problem was evident? Did VoipFone provide any specific technical detail of what exactly they changed?