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. 

[JimM11]

@SCOTT89UK That's the current, been like that for a while, so no update to FW that i can see.

[Nonamesleft]

No update has been pushed to my smart hub pro. I am on the same version as you and I have 46 days of uptime.

Issue is still happening for me.

[SCOTT89UK]

That's a shame, was hoping they fixed it whilst I was away. I'll ring them Monday and find out where they are with it. 

[SCOTT89UK]

So bad, not sure if I should plug this older router in or not, I was told by EE that I will be compensated, don't know whether using older hub will be there 'loophole' to not compensate. 

[JimM11]

@SCOTT89UK Fact that they sent you one is probably more than enough to stop the compo. EE's standard comp is £30 no more if that is there decision and if they apply that.

[SCOTT89UK]

Was thinking that, but I did request it and made a note on the account that I would use it if the situation got worse. For the moment it's just the same issue. We'll see what gets said Monday, may see if they'll freeze any payments until the problem is fixed. Faulty service, not fit for purpose and all that. You can only hope 

[Nonamesleft]

Whenever I rang them about it they just gaslit me stating something along the lines of "well the connection is still up to spec according to the contract and there's nothing showing on the router logs so basically you don't have a leg to stand on".

To be fair the connection dies one to four times in between 00:00 to 01:00 and then works normally for the rest of the day. If you're watching something via streaming you probably don't even notice it happened. It's mostly with video games as they require a constant connection. I guess I'll just buy an expensive modem/router at some point and be done with it. 

I have been a customer since the end of october, I guess they will not be fixing  anything nor really care as they got us locked under a contract.

[JimM11]

@Nonamesleft FW mentioned was around the Mid Oct time looking back as a quoted version so who knows what has happened, just strange and correct if short period not using for intensive work, then probably never even noticed.!!

[Cwj9]

Hi I have exactly this issue as well and it has not been resolved. It is a known issue according to the Belfast team and they said that they were working on a fix and took my details. But that was around a month ago… and every single night …. and I mean every night.. between midnight and 12.30… server connection goes down… and this then happens multiple times over the next 45-60 minutes. For anyone who is a gamer and likes to play late evenings this is v v much a problem . And the made for gamers bundle is 75 pounds per month… and this simply didn’t happen with my BT smarthub. It’s totally unacceptable . 

[JimM11]

@Cwj9 The only quick solution at present is to replace the router. See earlier in the post.