EE Smart Hub Pro disconnects at midnight

[Lochness42]

I'm experiencing weird issue where now 3rd time in the row exactly at midnight our Broadband drops and Hub is flashing green. Every morning I have to reset the hub to get it to reconnect.

Is this known issue? I had stable connection without such issues for months until now.

[JimM11]

@SN26 When EE reach out you will see that next to there name it will have EE Employee, so if you need to find the community page information Welcome. EE Community info & News has all the details, you may be quicker to call them, they also may be aware off a particular issue and no point in speculating exactly what is going on but be precise, especially with all the details if you are aware off them all but you can also point to the post as a reference.👍

EE Smart Hub Pro disconnects at midnight - The EE Community

[Lochness42]

Versions are still the same - so definitely if it tried to apply firmware update, it failed

[Lochness42]

I've just received email from teamcommunity811@gmail.com address stating that it's EE Support.

Is this just legit or just another scam flying around trying to farm user details?

[XRaySpeX]

I wouldn't have thought it was legit. EE staff would be sending from their own email domain, ee.co.uk or bt.com.

What's it say, obscuring your personal details?

[Lochness42]

Both emails sounded off right away - I think they get the email address from the profile and then just try to reach out to get details.

First email was:

Sorry to hear that.
One of our Team members will help you.
And also mentioned the best call back number.
where would you like us to contact you.
Have a nice day

Thanks
EE Support

Second one was when I was asking for a way to verify that it's legit support:

We get feedback from your side that you have some
issue from ee network side.That's why we reached you.
And also mentioned the best call back number.
where would you like us to contact you.

Thanks
EE Support

[JimM11]

@Lochness42 Does not sound like EE reaching out to you and more phishing than anything else! Certainly not the norm for a first contact!

[XRaySpeX]

Your Profile here is not publicly viewable. So they could be EE staff members.

Not keen on the English of them. They seem to be after your phone no.

Have you been corresponding with them by email? If so, ask them outright why they're not sending from an EE email addy & to do so in future.

[Lochness42]

Yeah that's why I got really suspicious right away - got blocked them on my email address with phishing report.

I thought that I would mention it here just in case someone else got same email.

[JimM11]

@Lochness42 Has anyone reached out from EE CS to you yet regarding the issue? If not and you suspect that it is going to happen again tonight, can you power off the hub say 5 mins before midnight, give it to 10 mins past midnight and power it back up see that it goes straight online without you having to do any reset's and stays up the rest off the time! 

[Lochness42]

Apart from the dodgy gmail address pretending to be EE CS, no - no one has reached out.

I've only seen your message now, but had similar idea. I did try to switch it off at 11:59PM and then try to turn it back on right after midnight - it still locked up. Will try longer time window tonight.