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. 

[chrisowens]

Adding my name to the list.

This has been ongoing since before Xmas and is exactly as described by OP.

Hopefully, we'll see a fix ASAP. Otherwise, I'm tempted to speak about contract termination. The service is too expensive to put up with issues like this.

[Rach_H]

Hi @chrisowens 

We don't want you to have any issues with your service, so I'd recommend giving our team a call, and they will be able to take your details, and work to get this rectified for you.

Rach

[daryld1988-]

Can also add my name to this list every night between hours of 12am and roughly 1am it loses its connection, iv only been an ee customer just over a month now and im on the 1.6gbps service and on the pro router surely this is a case of the router attempting to do a check for a new software update at these times and cutting the connection, while i agree it is nice to stay up to date surely checking every single day for an update and causing this issue could be solved by simply changing it to fortnightly or even every once every month, bit alarming that this was mentioned months ago and still not remedied

[Gavaia]

I'm having the same issue, used virgin media for more than 2 years and this never happened, with EE is every single day without exceptions, this really needs to be fixed 

[JimM11]

@daryld1988- You can add your name but the Forum is public, has no account access and knows not who you are, if you do not make a complaint to EE about what is going on nothing is going to change, same for you @Gavaia .!

[daryld1988-]

tbh i only added my comment on this as someone had statedthe issue had already been passed on as a level 1 priority i thought after seeing that it should have ideally been resolved by now, and its not so was more to put a post that it is infact still happening so either nothing has been done there end to fix it or they have tried something and it hasnt worked but it is becoming quite annoying

[JimM11]

@daryld1988- As stated before it's up to you, the network issue on the previous router now approaching 1 year has not been done along with many other problems, so you are aware that many things get swept under the carpet.

[SCOTT89UK]

I'm not sure if the issue is sorted or not, I've been asleep at 9pm for the last week so haven't noticed the drops personally. 

Noticed that I can access WiFi controls through the app now, and also seems my router uptime resets 4 days ago ( I haven't reset anything)

Can someone verify if the issue is fixed or not. I've had EE send me the Smart Hub Plus and is waiting to be setup. If the problem isn't fixed then I will go ahead ans set that up as the was no issues with that hub.

Thanks

[JimM11]

@SCOTT89UK App was updated late last week, as for the router do not know that fact, have a look and see what the FW is at.

[SCOTT89UK]

r2.64.3-R-1213091-PROD-1 is the current FW