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. 

[XRaySpeX]

@Nonamesleft : You'll never find much in the system logs. It "smartly" clears it out every time it resyncs. And it's pointless waiting for a firmware upgrade. If & when it comes it's just as likely to break things as to provide any fix to your issues.

[Profile closed]

So just to confirm when this disconnect happens for you guys the network uptime or system uptime under Home > Status doesn't get reset?

[Nonamesleft]

Yes, that does not reset.

[Djxinator]

This is identical to my issue, between 00:00 and 01:00 I have 1 or 2 dropouts, it kicks me from whatever game I'm playing. Does not happen before 00:00. It also did not happen while using BT 900 Mbps - only after moving to EE 1.6 Gbps.

[Djxinator]

Yeah my uptime is unchanged.

[Profile closed]

I have monitored my Smart Hub Pro at the times you guys have reported the drop outs and it doesn't happen to me, but I'm also on the 900Mbs package with the 1GB WAN ONT.

I'm wondering if the issue isn't the Hub itself but maybe it's the specific 2.5Gb ONT that is provided when joinning the 1.6Gb package. The only way to rule this out is it one of you guys use another EE router like the Smart Hub Plus just to see if it still happens. 🤔

This is probably an unrelated issue but there are issues with 2.5Gbs ethernet ports on motherboards (Intel I225-V & Intel I226-V) symptoms are connection randomly dropping for no reason.

[Nonamesleft]

All my machines have realtek 2.5 GbE neetwork adapters so that might not be relevant, at least for my case.

[awdawdawd]

Hey,

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. 

I've been told to try my 3rd party router (I have a netgear nighthawk sitting around) but that didn't work because I'm assuming the network only works on an EE router. 

Anyway, just wanted to say it's most definitely nothing to do with your setup or your line specifically - it's just the Hub Pro and they're looking into it.

Cheers 

[JimM11]

@awdawdawd The link information for third party router connection below.

How Do I Use My Own Router for Home Broadband? | Help | EE

[awdawdawd]

Oh amazing!

"make sure any equipment you're using will work on the EE broadband network. The router must support Point-to-Point Protocol over Ethernet (PPPoE), and if you plan to use it with our Fibre products then it will also need an integrated VDSL modem. Our Full Fibre products can be used with any PPPoE-capable router that has an ethernet WAN port, and don’t require a modem."

Any idea if this router will work for this?

https://www.amazon.co.uk/gp/product/B07P3FGKYD/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&th=1

Thanks