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EE Smart Hub Pro disconnects at midnight

Lochness42
Valued Contributor
Valued Contributor

‎12-10-2025 12:14 AM

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.

0 Helpful
46 REPLIES 46
JimM11
Community Hero
Community Hero
In response to Lochness42

‎14-10-2025 10:39 AM - edited ‎14-10-2025 10:43 AM

@Lochness42 Got it, was trying to see if it was a possible check that EE where doing to the Router as your time was so fixed, but opening up a wider window pre/post and seeing if it was skipped by ideal would be as long as you can post time wise but that depends totally on your usage and getting back on the internet!

May also be worth text HELP to 66033 if that works on your mobile to have the unit/line tested!

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to Lochness42

‎14-10-2025 01:22 PM

This user is getting emails from EE support from an expected @ee.co.uk addy: Re: New Pro Firmware r3.8.24-R-1531355-PROD-1 for router and extenders

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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JimM11
Community Hero
Community Hero
In response to Lochness42

‎14-10-2025 05:39 PM

@Lochness42 Some news back from EE.

Hi Jim, 

Thanks for flagging this thread. 
The user has done the correct thing reporting the suspected phishing email. We've contacted the relevant team regarding the router disconnects, who are investigating it further.

Lochness42
Valued Contributor
Valued Contributor
In response to JimM11

‎14-10-2025 06:54 PM

Thank you very much

0 Helpful
SN26
Explorer
In response to Lochness42

‎15-10-2025 06:06 AM

Hi. An update.
Received the new pro hub from EE yesterday. Plugged it in before midnight and there has been no loss of connection or service, unlike the old router, which malfunctioned at midnight every night.

Sent from my iPhone
0 Helpful
Lochness42
Valued Contributor
Valued Contributor
In response to JimM11

‎15-10-2025 07:51 AM

Switching it off around 10 minutes before midnight and turning it on about 10 minutes after midnight still resulted in locked up hub. I suspect that it's something already scheduled?

Lochness42
Valued Contributor
Valued Contributor
In response to SN26

‎15-10-2025 07:52 AM

Did you call them to get replacement hub?

0 Helpful
SN26
Explorer
In response to Lochness42

‎15-10-2025 07:54 AM

Yes
0 Helpful
SN26
Explorer
In response to Lochness42

‎15-10-2025 07:54 AM

No. I believe it’s faulty hub router. I have replaced mine and it has fixed the issue.
0 Helpful
Lochness42
Valued Contributor
Valued Contributor

‎16-10-2025 12:58 PM

So for the first time last night Hub didn't lock up and worked without interruption. Not sure whether EE technicians managed to get something sorted out or something, but fingers crossed it won't repeat itself.

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