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.
