Broadband restarts every day around the same time

[Wilko91]

Hi

I've had EE broadband since July 2020 but in June 2021 my broadband has started to drop offline then come back online 1-2 mins later.

I noted down the dates/times it was happening and this happens at roughly the same time every day (5:30pm-6:00pm). It's been doing this for 3 months now and has happened every single day.

Let me know what information I can provide to help diagnose the issue.

Thanks

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

Is there some electrical plant in your vicinity starting up/shutting down about that time?

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?

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

• For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. Also post 'System Uptime' from top of System Log page.
• For a SmartHub: login and go to Advanced Settings/ Technical Log/ Information. Obscure your names & any numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

2. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

[Wilko91]

There's no nearby electrical plant as far as I'm aware. The router itself isn't restarting or switching off, just the broadband connection.

All devices connected both wirelessly and through internet will lose their connection to the internet. The light will flash yellow then go solid yellow until the internet starts working and then the light goes blank (I have the light turned off in the settings).

Screenshot of router stats: 

Broadband availability checker: 

Hope this helps.

Thanks

[XRaySpeX]

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. Do this both at the bad time & outside it. Is there any difference? If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

[Wilko91]

Unfortunately I don't own a landline telephone, is there any other things I can try?

Thanks

[XRaySpeX]

The QLT is the most important test to help diagnose faults such as yours. Noise on the line is the most common cause of BB failing or going slow.

A corded phone handset is the best diagnostic tool you can have for BB. I strongly recommend getting a cheap corded handset to help diagnose BB issues like yours as well as keeping the line "wet" to help avoiding BB issues & paying out for an engineer to fix faults in your own wiring.