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Router Restarts Regularly

maccy20
Established Contributor
Established Contributor

‎06-02-2026 03:36 PM

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

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54 REPLIES 54
maccy20
Established Contributor
Established Contributor
In response to JimM11

‎07-02-2026 09:17 AM

Hi

i tried the full factory reset a couple of days ago. 

and I am on the latest firmware 

App version:

3.1.18

Firmware version: r3.8.30-R-1627300-PROD-83002

I am now getting a third hub sent on Monday. But if this one has the same issues. I am just going to move to another provider. 

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Jacob_
Investigator
Investigator
In response to maccy20

‎07-02-2026 01:03 PM

I think your BT router should fix the issues, I wouldn't give up on EE just yet, I was previously with Cerberus Networks, then moved over to BT then moved to EE 1.6Gbps package and it's been absolutely solid with my own hardware (I use Ubiquiti's Unifi product line, along with their Protect and Access systems) so I would recommend seeing how you get on with the BT hub first.

0 Helpful
Christopher_G
EE Community Support Team
In response to maccy20

‎09-02-2026 03:34 PM

Hi @maccy20 

I'm really sorry to read of the problems that you've been having. I've sent you a private message. Could you take a look at your community inbox and get back to me there please?

Thanks

Chris

maccy20
Established Contributor
Established Contributor

‎11-02-2026 06:56 AM

So a third new router turned up yesterday at 2pm. I didn’t have time to switch them so I just plugged it in to the wall to test it stayed on for more than two hours before I replaced the other one. 
The stage this is now. Neither router has restarted since 2pm. They both have an uptime of 18 hours. So the router that has not stayed on for longer than 2hrs at a time is now seemingly working again. How? Why?

should I still switch? I’m confused now 

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JimM11
Community Hero
Community Hero
In response to maccy20

‎11-02-2026 08:04 AM - edited ‎11-02-2026 08:08 AM

@maccy20 Not sure what or why you are having the two hour restart's as you say, but the Router that you received would be the one to use, the serial number off that one should match what EE has against your account on record! 

You can also just leave it all for a couple off day's and see what is going on with the original and the new one as you say both are up, they appear to be roughly in time with each other so you are able to compare what is going on with each, both have a different ssid so will not be causing any issues to each other in general!

You should also quickly note what FW is on that new one since it is now live and connected to the system, it may have updated when you put it on but worth a quick look see!

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