Router issues - keeps dropping connection

[Jnsykes]

So we had a power cut overnight. Powered everything off then back on again. Initially, the smart hub router worked fine, however, I couldn’t get the 2 booster boxes to connect. Later today, the smart hub keeps loosing connection. EE have said the power supply will be damaged and I’ll need a new one. How is that so when it has power and is working as I’m typing this message. 

[JimM11]

@Jnsykes The symptoms for the failed PSU is the Router stays up about 5-10 mins drops off and reconnects, if you have like that then let the Forum know, last post was about 3 weeks ago will find the post and link!

TWO ROUTERS LATER AND STILL NO INTERNET - The EE Community

Hub not connecting. - The EE Community

This one also if you want to read and go get a psu or wait for EE to send!

[Jnsykes]

Yeah the connection has dropped after about 5 minutes

[Lodgewoman]

Our router was dropping too and not connecting to booster. First time help desk could not find a problem and made me feel very inadequate. Happened again at weekend and had a solid green light with intermittent connection. Was told the power plug was faulty as there was a known issue with a batch of them. New cable arrived today. Green light off but still keeps dropping service. Waiting to call tomorrow to complain again! 

[JimM11]

@Lodgewoman The PSU fault is a very specific condition, it shows itself as in two methods, the router boots goes into operation then about 5 minutes later it drops out back to green and tries to go back online, sometimes it will do a green/flash white back to green again. At this point the PSU does not have enough power to hold the modem stage in operation and is more common with the SH31B version that has the modem to the fttc copper connection.

By the sound off the fault you have the connection is just dropping off and that can be for other reason's, so best to day what you have Router wise and how it is connected either FTTP for full fibre or FTTC for the partial fibre/copper cable connected to an OR Openreach Master Phone socket!

It also has been established now that it is only the PSU that goes bad and the Router remains in a healthy working condition, but that may not always be the case!

[Lodgewoman]

Hi I don’t know which connection we have. When installed left connection box off wall, so think engineer needs to return to install properly. 
Also if green light issue resolved why still dropping off? 

[JimM11]

@Lodgewoman Does the cable from the EE router go to a OR Master phone socket! This link below will give you an idea.

Smart Hub Pro Set up | Broadband | EE Help

[Diguelo]

Same issue as you. Router lights up, only two lights on the wall part instead of 3. Green light and around every 20 seconds flashes white. Wont connect at all.

Phoned EE help line and got told oh its a known power supply issue. Its worked fine until yesterday then im told to go and have a look if I have another power supply !!! Oh yes of course stupid me I got one free at tescos last time I was in and threw it in the Router power supply surplus bin on the way out of the store. Then I get told oh itll be a 3 - 5 day wait starting monday. SO it will be a 5 - 7 day wait due to it being underpaid postage delivery.

Not overly impressed with the service from day one. I was told you have 150MB speed, never got over 85. This issue I later found out was due to the Router set being supplied with only one CAT8 cable, that being the one from wall to router and the rest are cat 5. So spending a wedge on CAT8 cables I get the full speed now.

waiting on supply turning up and then I get an email saying complaint closed.

[JimM11]

@Diguelo On the wall part what 2 lights are they, 3 are required!

[Diguelo]

Third light is when your router and th wall socket are talking to each other, ie data passage.

I fixed my routers issue by purchasing a 12v 50W power supply not the cheap chinesium one provided and its back to full throttle again.