Connection Dropping Out At The Same Time Every Day

[ow259]

Hello! 

I have recently moved to EE broadband and it has been mostly working pretty well. I have had an issue with it for a while where the connection would drop for a minute/two sometime in the hour of 12am every single day. It has also changed with the clocks so it has stayed at the hour of 12am. 

It's incredibly frustrating to be doing something and being disconnected from everything. Playing online gets hit the hardest as you can imagine.  The connection drops for both Wi-Fi and Ethernet. 

The logs in the admin panel of the router don't show anything for this at all. This wasn't a problem when I was using Sky. 

There are no other issues. Speed is fantastic, the other 23 hours of the day works perfectly.

I am on the 1700mbps package using the Wi-Fi 7 Smart Hub Pro. 

[awdawdawd]

Yes, my own router fixed the issue completely. 

Using a Netgear nighthawk and it's completely fine - just had to go into my router's IP and setup a IPV4 user/pass for EE.  

Again, I called EE and they've acknowledged that it's to do with the Hub Pro or whatever it's called and people on the 1.6GB connection are all affected by it.

Call and ask for compensation until they figure out what they're doing with their router. 

[ow259]

Thanks for coming back RE using your own router and to everyone on the thread ^^

Interesting, I'm going to hold out for the time being hoping it will get fixed pretty soon otherwise this may be the way to go so I'll call (again...) in the new year.

Annoyingly this last week ive noticed it getting later and later haha. 12:59am today... My god does it get more and more infuriating.

Thanks awdawdawd and everyone ^^ 🙂

[Darran]

I have the exact same problem. It's been going on for over 2 years except I'm on the older EE Fibre to the cabinet (DSL) using the older EE Smart Hub from around 2018-.  most of the time it happens between 00:00-03:00.  Very occasionally it will happen during the daytime but this equates to about 5% of the occurrences.

When I check the router log it just shows "DSL LINK DOWN" every time, there's no period of time that the link is really down for as it just simply drops and reconnects. I've had an openreach engineer out and he couldn't find a fault my end but also basically refused to investigate further.  I think we can rule out a specific router being the cause as we all have different routers, it's also not relating to the ONT box as I don't even have one I'm on the older DSL FTTC connection and again it's not related to the plan for this reason. 

It must be EE/Openreach issue.

[JimM11]

@Darran It is not necessarily an EE/OR issue, DSL down means the connection from the EE Router to the OR system is lost, so list off issues, EE Router, cable from router to master socket, master socket issue, cable issue inside the master socket, cable from master socket to OR connection point, connection anywhere back to the OR Exchange.

Intermittent faults are the absolute worst to find, but your log should possibly be time stamped, DSL down, followed by DSL up not sure if that happens on the older routers...

Normal procedure 1st off, is OR swap out the master socket, and try to test the connection back to the street cabinet, has any of that been done?

[XRaySpeX]

Dunno why anyone bothers to look at the System Log. It tells you nowt you don't already know. "DSL DOWN" then a few mins. later "DSL UP" but it never tells you why. You've already noticed from the flashing LEDs & the dropout of performance. The EE SHs are scantier then ever before.

[afsan23]

I have the exact same issue!!! 

12am, keeps dropping out for atleast an hour, I get disconnected from everything on PC. 

Really annoying, did you find a fix? 

[afsan23]

add me to it, I have the same issue, same package, around 12:30am, it keeps disconnecting every 5 mins, very frustrating! 

[JimM11]

@afsan23 If you have the exact same issue then you will have to wait on EE to do a fix, nothing else.

[RachQueenB3e]

We are also having the same issue every single night down to even the alexa stops playing have you spoken to EE and been given a suitable explanation as to why this is happening I'll be ringing them in the morning as it's now costing us in game perks aswel and we are paying a lot for the busy home service which was promoted to us as brilliant for gaming 

[JimM11]

@RachQueenB3e If it is to do with the EE Pro router then on this thread highlighted below from earlier in the posting EE issue possible and they are working on a solution....

""I've been having this issue for a whole month since buying the package. Multiple EE and Openreach visits later and still no resolution until just now where I got connected to an EE tech support guy and he finally admitted that he's getting the same report from alot of the Hub Pro owners and it's been escalated as a Level 1 priority matter to be resolved ASAP. They're assuming it's something to do with the router being hard-coded to do updates every night. ""