Router Restarts Regularly

[maccy20]

Hi

I am hoping someone on here can help as I’ve been on the phone to EE support three or four times a day for three weeks. 
I have the Smart Hub 6 router and it constantly restarts throughout the day. Between 6am and 11pm it happens around 8 or 9 times. 
Things I have tried - new router. New power cable to router. Three different sockets (wall and extensions from other parts of the house). I have also even changed the plug to the Open Reach box on the wall. 
Every time I speak with EE they run a diagnostic and everything is fine. I then get assigned an engineer who runs a test on the line to the house. And after seeing that all is ok. They close the case. This has happened three times now. 
I am at a loss as to what to do next. Can anyone advise? TIA

[Jacob_]

I assume you plug everything back in to the same ports when you get a replacement? What's plugged in to eth4? (LAN port at the back. Just making sure the ethernet cable from the ONT is connected to the WAN port on the router?

[JimM11]

@maccy20 The ONT does not matter, al that would happen is the ONT goes off, the EE Router goes to non connected state ie turns Orange, as soon as the ONT recovers the EE Router goes Aqua, the time is continuous, you may see DSL Up/downs etc but that is it THE EE ROUTER does not reset for that condition at all!

The only restart is power off or a reset restart remote command to the EE Router, or a completely faulty one, power spikes, or other surges may also have an effect but i have just never seen or experienced such events!

EE does do a Backup PSU battery operation unit, not sure what they sell it for cost wise but it may be a way to eliminate a potential power issue, so do consider if you so wish!

Search results for "battery backup"

[XRaySpeX]

You won't see any  DSL Up/downs on a Full Fibre connection!

[JimM11]

@XRaySpeX Must or could be the + Version then "DSL connection lost" or "DSL connection established" as in the SH31B DSL version off the EE Router! Do you have the other version 32B to check if possible pulling the wan off/on!

The log's are all on FF at the time made that check for sure but it was the old VDSL version as moved from FTTC / FTTP with it!

[maccy20]

I’m not sure if this one is meant to help me. But I have no idea what any of that means 😛

update - I’m now trying for a third engineer to be sent out. The last two times it gets sent to open reach who then check the line and see it’s all fine and close the case. I’ve begged them to not do that this time. But we shall see. 
i am also getting a BT router sent out rather then the EE one. At least I will know is it’s the router. Does anyone know if they are any good? Or should I just look at switching completely. In talks with YouFibre at the moment who don’t use the open reach line. So taking that out of the equation completely 

[Jacob_]

See how you get on with the BT router before giving up entirely. I don't use any equipment the ISP's send me as I like to have more control of my own network. If the BT has the same issues as your EE one, then there's a deeper issue at fault.
Also, Openreach engineers would likely be your best bet anyway, they'll have all the tools to test the line and the equipment. 

Are you sure the router is actually rebooting or is the network just going down? eth1  eth4 are network interfaces, so ti seems like they're dropping. Does the router provide uptime statistics? 

[XRaySpeX]

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@Jacob_ wrote:

eth1  eth4 are network interfaces, so ti seems like they're dropping. 

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It's eth0 & eth4 on OP's logs. eth0 is the WAN.

[JimM11]

@Jacob_ Plenty off stat's available at the EE Router level as well as advanced log function, two off them are 

system uptime, and network uptime, from those alone you can say what is going on time wise!

[Jacob_]

Ah, forgive me, I meant eth0, I assumed eth0 was wan and the rest of the lan ports are eth1,2,3,4 etc, I'm just wondering what was connected to eth4 as it seems to be the one dropping first, by a second. 

[Jacob_]

Yeah, that'd be a good place to start, system uptime would be the giveaway to see if it's actually the router rebooting or it's just the network dropping out, if eth0 is dropping and reconnecting I imagine it could either be a faulty ONT or there's something causing LOS on the line.