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. 

[Nonamesleft]

I am now on r2.64.5-R-1298597-PROD-1 since the 4th of Feb.

Checking the logs of one of my machines that's always on I can  see that I had multiple dropouts at the usual time even  after the update both on the 5th and the 6th of Feb. 

[pcoventry8]

My connection is still running and will be until Tuesday I am told as i've paid until then. . As I type this I am in the 4th drop out of the day - each time it's 4-4.5 mins before it returns. ONT all Green Router is that blue colour and even playing with the NIC does nothing. 

Meh

[bigsteve47]

Was too good to be true.......lasted around 2 days and same thing ,2:55am dropped out everything off. Absolute garbage 

[Nonamesleft]

Same. I gave up and purchased a TPlink router on amazon, usually goes for £140 but it's on sale for £89. Should arrive tomorrow. Will test it and hopefully that's it. 

Edit: just got another firmware update, now it's version r2.64.7-R-1303938-PROD-1.

[bigsteve47]

Ah same here (r2.64.7-R-1303938-PROD-1) that explains the restart..I had no issues for around 48 hours on the one pushed a few days back but others on the 1.6gbps service had issues. I have also considered buying a router but there are users on this forum who are still having issues even with different hardware which is baffling because the line is same as BT's so I have no idea what to do

[pcoventry8]

Well EE told me they were only aware of the 12-1 thing. In my case I was getting it all the time maybe called up and use 1>1>5>2 and ask them if you can also leave without penalty. They let me as they said I was the first they had heard of round the clock drops - but now they will hear of another case. Don't let them fob you off with the "It's our router" line - For me it happened on both the EE router and my new Asus RT-BE88U which is no cheap junk. 

[pcoventry8]

---

@Nonamesleft wrote:

Same. I gave up and purchased a TPlink router on amazon, usually goes for £140 but it's on sale for £89. Should arrive tomorrow. Will test it and hopefully that's it. 

Edit: just got another firmware update, now it's version r2.64.7-R-1303938-PROD-1.

---

I hope so for you - but for me even a new Router didn't help. 

[pcoventry8]

---

@bigsteve47 wrote:

Ah same here (r2.64.7-R-1303938-PROD-1) that explains the restart..I had no issues for around 48 hours on the one pushed a few days back but others on the 1.6gbps service had issues. I have also considered buying a router but there are users on this forum who are still having issues even with different hardware which is baffling because the line is same as BT's so I have no idea what to do

---

EE admitted it was their network I have no doubt that when I move to someone else next week the issue will disappear. 

[Nonamesleft]

You had better luck than me with their CS  I guess. They never admitted any fault, they basically gaslit me and denied any problems whatsoever with their service because there was "no trace of anything happening in the logs" and even if there was, according to the CS people that I spoke  on the phone, it will still be within specs. So I was quoted for £2300 too if I wanted an early termination. But as I  said, they never admitted any fault or said anything about their router being faulty or anything else, they just told me to "deal with it". I will file a complain with the commsombudsmad soon.

[pcoventry8]

Where the hell did they get £2300 from? I mean the top package is £84,99 so even 2 years of ETF would be £950.. I am lost. And I spoke to tech and then retentions. I never dealt with CS why would I?