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 have the same package and I am having the same issue. No matter what I am doing I get kicked out of whatever online game I might be playing at 00:28. It does happen every night. This wasn't a problem when i was with virgin media. If I check the router logs there's no trace about the connection failing but still my connection fails for a moment. I am connected to the router via an ethernet cable.

[JimM11]

@Nonamesleft ? do you have an open or reported fault to EE Tech support that they are looking at or potentially checking your line/home for a problem and is this just one specific device that has the issue, more detail helps.

[Nonamesleft]

It does happen on multiple devices, I have 2 laptops and 2 desktop computers, it happens on all of them. 2 of them are running win 11, one is on win 10 and the other one is running Arch Linux. I did not report a fault to EE as the router does not say anything about it on any of the log files so it's not one of their techicians checking something on my connection. I don't know for how long it has been going on because I am not always at home at that time. But it's probably more than one month. I just decided to google my issue yesterday night because it's starting to annoy me and that's when I found this post

[JimM11]

@Nonamesleft May also be OR, keep that in mind!

[Nonamesleft]

I wonder what it is exactly, I just made a call to EE CS but they see no fault on their end of any kind and stated something along the lines of "on our end the connection is not dropping at all so there is nothing flagging up as an error on our end". I'm tied to a contract for 22 more months otherwise I would just move back to VM as I never had t his kind of issue with them.

[JimM11]

@Nonamesleft As i tried to point out to the others on the post, it will take only possibly one device to cause you havoc on a system, If it is the common all on the 1.6Gb/s package, then there would be a lot more people than what is currently posted, think the count is 3 off so far, EE will be correct if they are not seeing anything there end and may not admit to anything, you are not seeing anything jumping out on the Tech Log, but there is something no doubt going on so it needs first to be eliminated home wise, and will take a few days to work it all out, even if it is just looking at the ONT and Router LED status when something stops, you can easily start of a ping to say google before and run it for 30 mins, if the BB dies then you will see it in the trace. 

[SCOTT89UK]

Literally been getting this every night since changing to the wifi7. Also on the top broadband package. Happened just now at 12.24. Funny how it's always between 12am and 12.30am. I spoke with EE too and they said they can't see any faults and to reset all the equipment, but still happening. If anyone finds a solution which doesn't mean I need to pay for any additional hardware, please let me know. 

It's annoying because my 9 month old is used to having white noise through an alexa, and it's always getting interrupted, thus waking him up.

[JimM11]

@ow259 @SCOTT89UK @Nonamesleft @Alexcapi @joanneferguson1 The early hours off the morning is the common times for maintenance etc to be carried out, since you all appear to be seeing the same symptoms of operation, is it possible for a common factor issue, would not think it is anything to do with the 1.6Gb/s package, but do wonder if it is a possible failed FW upgrade. You can find the version via the web interface in the status screen http://192.168.1.254 or do you all have smart wireless extenders etc. Does sound that something is getting busy and stopping the BB connection for the short period. 

[Nonamesleft]

I changed my default conf as soon as I got the device so my router ip is a different one, anyway I got all devices on a static IP and lease time is set to the maximum duration. My router is on fw version r2.64.3-R-1213091-PROD-1. I have a wifi extender but i do not use it, so I configured it some time ago and it has been off for the last 45 days, I think. Anyway, as previously stated there is nothing whatsoever on the log file that would point to a failed FW upgrade. To be more precise, there is no trace of anything happening at all on the router logs. Still, no matter what I am doing, I get kicked out of whatever online game I might be playing and also discord if I'm on call with someone. And it is always around the same time, most of the time it's 00:28 but I had it happen also slightly later, like 00:40 or 00:50. That was after being dropped already at 00:28. THen after 1 am it does stop and it starts working normally again.

[JimM11]

@Nonamesleft Thank's for the reply, running things past all, trying to see such a short number of user's experiencing what appears to be a very similar situation operational wise. Not a Pro user...