Regular Connection drops

[Hydros]

I recently upgraded my package to a much higher speed connection, and everything was going fine for the first while, but the past 3 nights in a row the connection has randomly dropped at some time during the night. Now while this might not be a big deal for most people, I prefer doing my work at night when I can, because its cooler and more peaceful, so it's affecting me rather significantly.

The drops usually last less than a minute, but sometimes there's multiple of them in the span of a few minutes. Has anyone else encountered a similar problem, or have some kind of solution?

[JimM11]

@Hydros If you are FTTP Full Fibre connected would switch your ONT off for five minutes for it to reset it's self, what EE Hub are you using on the connection that you have? When the connection get's dropped what colour of light do you see on the hub, there is a current round of new FW updates being applied for the EE Hub 6+, 7+ and the 7Pro versions so hopefully that is not happening continually in the small hours off the morning but would expect the hub to take 5 minutes or so once applied and rebooted.....

[Hydros]

I'm using a Smart Hub 6+, and when the connection drops it typically goes to flashing yellow for the disconnection time, then ends up back to blue after a few minutes.

[JimM11]

@Hydros You need to check where the hub is at FW wise, that one is for sure being updated, the versions are below, just incase you are getting it done every night or something is not right with it. Past couple off versions last one will be the latest.

FW: r3.8.30-R-1627300-PROD-83002 and the gui is at App version 3.1.18 05/12/2025
FW: r4.26.1-R-1860948-PROD-83002 and the gui is at App version 3.14.5 25/05/2026 OP Posted Stability Problem
FW: r4.26.3-R-1923144-PROD-83002 and the gui is at App version 3.14.5 12/06/2026 OP Posted

[Hydros]

The firmware version in my dashboard is showing as r4.26.3-R-1923144-PROD-83002

[JimM11]

@Hydros Then you have the latest, if the system reboots this evening have a look see, in advanced there is system and network up times, they will let you know what is going on, a wan drop will show as network change and system uptime will be ok as router will NOT HAVE rebooted.

There is just not enough from your opening post info ""I recently upgraded my package to a much higher speed connection, and everything was going fine for the first while,""

A straight upgrade say FF150 to FF500/900 is only a software change at EE end and applied to the ONT, once they have done that not much goes wrong, that was why i suggested a quick 5 minutes off with everything to reset it all.

EE Smart Hub 6 Plus | Device Help | EE

[JimM11]

@Hydros Attached a picture to give you the idea where and what to look at, you should be able to see it when cleared for general viewing.

Split times something reset!

[Hydros]

Both the Network and System uptime are the same right now, 21 Hrs 52 Mins as of this post. Is there any other info I could provide that might help? I'm going to see if it does the same tonight and tomorrow, and if it does, I'm probably just going to end up trying to stay awake to call support

[JimM11]

@Hydros With that time the same then suspect you were FW updated and rebooted at the end off it all! Support ends at 9pm....  8am they open again it is very hard to say if EE is doing a repeat FW update force, but that has to be the suspect as it is about the only think that will cause the EE Hub to reboot and wipe it all back to the start.....

If it does happen again you know were to look, so give it 10 minutes after it settles back to the Aqua on the hub and then go look at the times!

[JimM11]

@Hydros Hopefully it all went well last night and no more drops on your line, if it did do something there is no point in checking every night and it's time to get onto EE CS for finding out the why is it happening.

System Uptime, as long as the EE Hub keeps it's power on it, and does not get reset in anyway the time just rolls on my sample up 56 Day's plus......

Network Uptime, can vary and be changed, few samples OR/EE have a connection problem to your hub, you remove the connection from the EE Hub to the Method that the Broadband is supplied, that will cause the time to be reset, as mine was all done and reset at the same time to monitor the hub, then 14 days up something happened on the connection, nothing else....