Continuous broadband drop-outs

[RR2000]

Looking to see if anyone is experiencing this, and if I need to ask for a new router

we joined EE early feb, and ever since there has been a few drop offs everyday. The drop offs last for a minute and the LAN light goes off on the ONT, other 2 lights stay green. When the line was first installed this same patttern of turning off happened immediately after the installation for 20 minutes and the engineer said it was due to updates which made sense and is fine. But if these drop offs since installation is still update related then why do they happen without a schedule or warning? We have 3 people working from home so can’t really afford these drop offs, have already had some during meetings and made work a nightmare. We moved from TT standard fibre, and when this EE broadband works its a lot bettter, but right now it’s very inconsistent which I can’t afford. Let me know if anyone can give any insights and if you need anymore info to do so

[Khanp45]

Hi all,

We are having the exact same issue with drop outs and LAN light going off.

but wierdly it happens religiously between 4-7pm everyday

this has been the case since the FTTP went live mid july .

router changed , ONT changed and multiple openreach engineers visits

openrraxh engineer reckons its a problem at the exchange where thr EE equipment interconnects with the openreach infra

Anyone! Any ideas please? Pulling my hair out here !

thank you 

[Ewan15]

I wonder whether it is due to this

The EE Smart Hub Plus has a feature that allows it to put devices into sleep mode when they are not in use.

So I would suggest turning off sleep mode

[JimM11]

@Ewan15 Where do you see this feature mentioned?

[XRaySpeX]

@Ewan15 : You can put the Hub Lights to sleep but where else is there any snoozing?

[bernardtime]

Probably best to see if you can cancel your contract, due to EE not providing their services. I'm on my third EE router, got numerous booster disks sent out and returned. Had about 4 engineers out, all of them messed me about, then the fifth came out and did some actual work on the pole opposite my house where it had flooded underneath the base of the mast. It worked great then, but for the last 2 weeks my devices have dropped continuously, and it's the 6 weeks holidays, and it's raining. Kids are losing their s+#t with no Internet to work our smart home.

EE/Everything everywhere, what a joke! 

[Amykins2308]

I am having the same issues only recently changed to EE and i have to keep resetting it and then it works for an hour then goes offline 😩

[Alex_H]

Hi @Amykins2308,

Welcome to the EE Community

I am sorry to hear you are having some internet issues since joining us, if you have not already I would recommend reaching out to our broadband technical team to take a look into the issue.

You can first text HELP to 66033 and follow the text instructions and we will run some automated checks on your broadband to try and resolve any issues. If we detect you need an engineer visit we will text you to book one, if no issues are found with the checks it will offer you a call back within 30 minutes.

You can also call us using the numbers here Contact Us To Request Technical Support for Broadband and Landline | EE

Alex