Internet keeps dropping out after 10 minutes.

[Samwalker2201]

Hi. I am on EE. I have been with them 3 months and had no problems so far apart from a couple of downtimes. 

my internet keeps dropping every 10/15 minutes like clockwork. I’m then having to sit and reset it and then it come back on only to go off again 10/15 minutes later again. 

what is causing this? My internet is connecting absolutely fine then just dropping. Any replies are appreciated 

[JimM11]

@nmdj27 Now power of the ONT by itself, allow 30 seconds before you plug it back in.

[nmdj27]

It comes back to the 2 lights on the ONT. No other lights flicker. Tye EE router flashed a couple of times but remains the solid green light. 

[JimM11]

@nmdj27 Finally power off the EE Router leave for a minute off and switch back on, watch and record the EE Router lights as it runs through the boot sequence, will normally take 5 mins to get to Aqua.

[nmdj27]

It was a flashing green light. Then it turned to aqua, and the internet was working. The ONT went back to 3 lights, but after 10 minutes, the internet dropped, went back to green on the EE router, and then dropped to 2 lights on the ONT. 

[JimM11]

@nmdj27 Next time then only power of the EE Router to reset it and see if it recovers.

[nmdj27]

Identical result as the last step I performed. The ONT went back to 3 lights, but after 10 minutes, the internet dropped, went back to green on the EE router, and then dropped to 2 lights on the ONT. 

Another engineer is coming tomorrow so hopefully it will get sorted. Thanks again for the support. 

[JimM11]

@nmdj27 If it is only the EE Router power off/on to reset and that works, you may have another network issue in your home, completely un related, but it does look like you router is locking up, if you http://192.168.1.254 see if you can get to the router when in running and in fault state. 

[nmdj27]

Third time lucky with the new EE Hub. The internet has been stable for 3 hours now so looking good.  Thanks again for your help. 

[JimM11]

@nmdj27 Glad its all going good, your engineer did he/she say anything regarding what mat have been the problem.

[nmdj27]

The Openreach engineer was adamant that it was the EE Hub. They said they've had an influx of BT and EE hubs this week with the same issues. Another customer got connected after the 4th BT hub was installed. They said that the refurbished hubs are becoming unreliable. I've been looking at a TP-Link Deco to replace the hub entirely.