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

[maccy20]

I am now recording the ONT box until it drops again

[Jacob_]

That GPON ONT definitely has remote management built in to it for the ISP to access, so they should see errors. It seems to me like it's an issue with the Hub itself, either a bad batch or really inefficient at cooling themselves. My suggestion would be to see what the BT router is like, if you have no issues with that, then you've found the issue. If this router experiences the same issue then I imagine it'd be your electrics, you could have a "noisy" appliance on the same ring (circuit) as your sockets and could be causing dropouts. 

Is your upstairs and downstairs sockets on a different ring? If so, try plugging it in upstairs or so and see if you experience the same issue with it rebooting, you'll find out from the logs, but unless you have a really long ethernet cable from the ONT to the router you won't be having any internet for the test! You'd just need to connect and login in to the router via the web URL which I think is at https://192.168.1.254 

[JimM11]

@maccy20 Why don't you pull the ONT Wan connection off, restart the hub at a specific time, and check the uptime / network time 5-6hours later or even in the morning, see if the Router stays up without a power reset!

[maccy20]

Ok. So I recorded the ONT box and I see the exact moment the router turns off. On the ONT box the power and PON lights stay fully lit green. The LAN light goes off which is I assume because the router has gone offline? 

[Jacob_]

Correct. 100% an issue with the router, try my other suggestion about leaving it plugged in upstairs on a different circuit, see if that helps. You'll have no internet mind you, but it's valuable to know if it's actual your router or it's a bigger fault with your electrics!

[maccy20]

Yeah going to do that tonight. Leave it plugged in upstairs through the night and check it in the morning. We do have many things plugged in around the house and on the same socket as the router that have time set. A coffee machine. And any power outages would reset that time. That’s never happened.

But be good to rule more things out. 

[Jacob_]

Electronics are finicky, process of elimination is always the first part of troubleshooting 🙂

Let me know if you experience the same,  if you do then it's 100% another faulty hub!

[JimM11]

@maccy20 The two timers on the EE Router.

System Uptime, as long as there is power on the Router the timer should just keep running, it only reset's for a few conditions as below

1. Power is removed, 2. If there is an on/off button which i think that model has then switched off back on will reset. 3. A remote FW firmware is dumped from EE to update the Router to the latest, the final part of that is always reset/restart the Router. 4. This is possible a failed FW update can cause issues, if so always try a FFR Full Factory Reset, returns the hub to a base working condition!

Network Uptime.

1. As long as the Fibre stay's up on the ONT and you are connected then the timer runs indicating the time connected to the Fibre connection, it will reset if connection is lost, or the wan cable is pulled from either the Router or the ONT and reset back to zero time.

Worth you checking out both these conditions by looking at the Router to see what is displayed... 

[maccy20]

Morning. 
so late last night I recorded two hours of the hub next to the ONT. At 1am the light on the hub goes off and almost immediately goes to green. It then turns orange. Flashes orange and the aqua. The two lights on the ONT do not go off. No power loss on there. The LAN light goes off. But after the hub comes back so does that flickering light. 

I went to bed just after. Unplugged the hub and took it upstairs. Nothing connected but the power cable into a completely different power outlet. I woke up this morning expecting 7 hours uptime. But only 2 hrs was spent on the gui. 
So after this I can only assume that it has to be the hub or power cable again? And that maybe I’ve just been sent two dodgy hubs?

[JimM11]

@maccy20 Looking along those lines, the PSU failure as before although similar is reported as NOT able to recover, so goes all the way to Aqua, last's 5-10minutes, drops off and STAY'S OFF until the user reset's it! 

If you are not heavily committed and lot's off changes on the EE Router it is well worth a Factory reset to it, but before you do that have a look and record what FW firmware that unit is sitting at! Below is the complete list for all the FW versions!

SH31B

FW: r1.35.0-R-1138091-PROD-83002 and the gui is at App version: 1.13.1.
FW: r2.68.11-R-1260390-PROD-83002
FW: r2.68.12-R-1270837-PROD-83002 and the gui is at App version 2.36.4. 09/01/2025
FW: r2.68.16-R-1296172-PROD-83002 and the gui is at App version 2.36.4. 31/01/2025
FW: r2.68.17-R-1303190-PROD-83002 and the gui is at App version 2.36.4. 14/02/2025
FW: r2.68.18-R-1303195-PROD-83002 and the gui is at App version 2.36.4. 11/02/2025
FW: r2.72.2-R-1302577-PROD-83002 and the gui is at App version 2.36.9. 11/04/2025
FW: r2.72.3-R-1302579-PROD-83002 and the gui is at App version 2.36.9. 11/04/2025
FW: r3.8.11-R-1414606-PROD-83002 and the gui is at App version 2.36.9. 23/06/2025
FW: r3.8.17-R-1464067-PROD-83002 and the gui is at App version 3.1.3 03/09/2025 Https:// now!
FW: r3.8.24-R-1531355-PROD-83002 and the gui is at App version 3.1.3 10/10/2025 Now https://
FW: r3.8.30-R-1627300-PROD-83002 and the gui is at App version 3.1.18 05/12/2025