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. 

[Cwj9]

Tbh that’s not the solution as far as I am concerned cos I want them to fix this. It is a known smarthub pro issue with this new 1.6gb package . They had already opened this incident when I contacted them about it late December,  and were taking details of all the customers who are affected and  reporting the individual smarthub details to their line manager who was passing it on to an investigation team.. apparently there are many customers reporting this and it seems it is only with the 1.6gb smarthub pro package this seems to be happening… and as the other guy posted earlier in the this topic the smarthub pro seems to be fine for the other 23 hrs a day so this is really weird. 

[chrisowens]

From my experience, I can confirm that it only affects the Smart Hub Pro. Before upgrading to the 1.6gb package, I was on the 56mb package with the old Smart Hub, and I never had outages or disconnections.

Also, I agree that buying a new router is not a viable alternative to this. I have the Smart Hub Pro and 3 extenders. Replicating Wifi 7 speeds and coverage would cost a fortune (e.g., 3 Wifi 7 Eeros are "on sale" for £1300 at the moment).

[pcoventry8]

Well I've just spent the last hour and 10 mins online gaming and it dropped 3 times - and I lost the game 3 times- about 35 seconds a time. 

But I somehow suspect you already knew that - it does seem to be this router and this speed like you said. 

[JimM11]

@pcoventry8 @ow259 @chrisowens @Cwj9 @Nonamesleft One off your Pro user's has posted an update to the FW just happened. Latest is below. As there is never anything published as too what the update is applied to do, then up at midnight doing your checks to see if that is one of the fixes, other's observed if not reported are DDNS screen, and extenders reported backhaul at 1000 connected, where 2500 would be correct, Ethernet port connection time delay, so few known if anyone cares to check test etc.... 

FW: r2.64.5-R-1298597-PROD-1 and the gui is at App version 2.36.2.

[pcoventry8]

Thanks for letting me know and thank you kindly for all your help on this matter

I've been on with TS this morning who tell me the fix will be rolled out before the end of march and they say this will likely be the 1st of March onwards. However for me I am out, EE just let me out the contract and terminated my service without any penalties.

Good luck to you all.

[pcoventry8]

Just for the record - before I turned the router off I was on 

Firmware version:

r2.64.5-R-1298597-PROD-1

---

Firmware updated:

N/A

---

GUI version:

2.34.2

[bigsteve47]

Via phone? I don't wanna use this trash anymore but they are quoting me 2300£ after 2 months of issues and 5th world hardware

[JimM11]

@pcoventry8 Hope you find some service that fills all your needs. Have a good one, you tried but alas....👍

[JimM11]

@bigsteve47 Is there anything that the Forum can do with help for you dilemma at present? 

[pcoventry8]

Yes I called retentions - and how come? If I did have to pay early fees it was something like £470- for 11 months of being on the top package.