topic Broadband failure in Broadband & Landline

Broadband failure

DOK99 — Fri, 09 Oct 2026 13:10:11 GMT

I am contacting you again regarding an ongoing broadband fault that has now persisted for approximately four weeks.

Following my previous complaint, EE supplied a replacement router. Unfortunately, the replacement router is exhibiting exactly the same fault.

The problem is as follows:

My devices initially connect to the EE home Wi-Fi network and have internet access.
After a period of approximately 30 minutes, the internet connection fails or repeatedly disconnects and reconnects.
The problem affects multiple devices simultaneously.
Restarting the router temporarily restores service.
A factory reset of the original router restored normal service for approximately 24 hours before the fault returned.
Importantly, when the home Wi-Fi connection fails, I can still connect to the separate EE public Wi-Fi service broadcast from the same router using my EE login credentials.

This strongly suggests that the problem is not simply a defective router or a failure of the incoming broadband line.

As the replacement router has not resolved the issue, I would like EE to escalate this to second-line network technical support.

Please investigate:

Whether a recent firmware update is causing instability.
Whether router configuration settings are being downloaded remotely and causing the fault to recur.
Whether there is a problem with the router's DHCP, DNS, NAT or local network services.
Whether EE's public Wi-Fi service is interfering with the private home Wi-Fi network.
Whether there are any relevant errors in the router or network management logs.

Please also confirm the firmware version currently installed and whether the router can be tested with a different configuration.

I have already spent considerable time restarting, resetting and replacing equipment without resolving the problem.

I would appreciate a proper technical investigation and a lasting solution rather than further basic troubleshooting or another routine router replacement.

Re: Broadband failure

XRaySpeX — Fri, 09 Oct 2026 13:28:12 GMT

By coming to this public user discussion forum you are not contacting EE as you were previously. Nor is this going to trigger a proper technical investigation into your connection & router config other than recommendations & suggestions from peer users.

This public user discussion forum can have no access to your specific account. You need to raise this with CS or launch a complaint.

Re: Broadband failure

Northerner — Fri, 09 Oct 2026 13:30:52 GMT

Hi @DOK99

Just the WiFi fails but the router is still connected to the internet?

Thanks

Re: Broadband failure

XRaySpeX — Fri, 09 Oct 2026 13:31:26 GMT

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

BB issues are rarely widespread but specific to your own line.

If it is a neighbourhood issue, you could consult Check service in your area to see if any faults are being attended to in your local area. You may also Report a Problem there.

Text HELP to 66033 to get EE to test the line & see what needs doing.

Which EE router & WiFi extenders, if any, do you have (read label or post a pix)? What is the name of the EE BB plan are you on including its speed?

Re: Broadband failure

JimM11 — Fri, 09 Oct 2026 13:36:04 GMT

@DOK99 Here is the link to the list, go see were your one is at.

EE Hub firmware versions - The EE Community

Re: Broadband failure

DOK99 — Fri, 09 Oct 2026 14:09:18 GMT

The WIFI still works as I can connect to the generic EE account WIFI via same router and login to broadband through web sign in

Re: Broadband failure

DoingItSideways — Fri, 09 Oct 2026 14:13:11 GMT

Could be a DFS channel issue. Try using the 2.4GHz band only to confirm.

Re: Broadband failure

DOK99 — Fri, 09 Oct 2026 14:15:44 GMT

r4.26.3-R-1923144-PROD-83002

Re: Broadband failure

DOK99 — Fri, 09 Oct 2026 14:17:57 GMT

Then why would generic EE broadband work via same router

I will investigate more

Re: Broadband failure

JimM11 — Fri, 09 Oct 2026 14:24:53 GMT

@DOK99 As @XRaySpeX say's get back onto EE CS about it.

Re: Broadband failure

XRaySpeX — Fri, 09 Oct 2026 15:03:59 GMT

What do you mean by the generic EE BB? The public EE WiFi network? That would be IP isolated from your LAN.