SH31B router power recycles every 24hrs at 13.05.

[Mank1152]

Hi wonder if anyone can help.

New to EE switched over from BT recently. I'm currently on my 2nd SH31B router

Both had Firmware r1.34.1-R-1055417-PROD-83002, In case that helps.

My router seems to power recycle ever 24 hours at 13.05 the router does not come back up and stops at the orange flashing light. I then have to power off/on again for it to work. I have tried different power outlets, different cables and a 2nd router still the same problem. I never had any problems with my smart hub 2. I also can't seem to find anything within the hub manager that is obvious for this problem.  

Any help would be appreciated.

[XRaySpeX]

Is there some electrical equipment starting up/ switching off at that time in the vicinity, like a cooker?

[JimM11]

@Mank1152 Also logon to the router and see status, look at Network uptime and System uptime, will give idea if router power reset or network reset is happening. You also may see something in the advanced/technical log/event log. See if you can connect and interrogate the router before you switch it off to reset, will lose all log events when powered off. 

[Mank1152]

I don't think there is I have checked and as far as I know nothing comes on on at that time although today I sat by the router and modem and waited for it to happen today was 10 mins later and nothing happen the modem stayed connected and and the router just went to orange flashing light but didn't come back until I switched on/off again. This is really strange. I was watching the logs and in real time and nothing happened and then the the dashboard connection dropped no errors no info at all.

[Mank1152]

Thanks JimM11 but see above no information at all router just dropped. I think I will have to call for an EE engineer to visit. 

I was sure the router was the problem at first but when I got the replacement router I didn't replace at failure point I waited 6 hours. So when it went down after 18 hours uptime to match the previous router failure I was stumped. 

[JimM11]

@Mank1152 To test further, when working normal, not sure the method you have for looking at the logs as you do not mention, mobile, pc, ethernet connected etc, and as you mention modem i am going to assume you mean the ont and you are on full fibre fftp, but same way, you should be able to remove your connection from the EE - ONT which is the wan ethernet, the router should go to orange, with lack of connection, the log monitoring should not do anything, drop connection etc, when you plug the ethernet back in, the router should recover, go back to aqua state, you can refresh the log, they are not auto updated so you know, and everything should be back to normal.

The major problem is were you stated the dashboard dropped, this can and only should happen at a router reset or complete power off/on, as you are not doing the second on/off apart from getting it to recover. On the first page of the hub manager, there is a soft reset called restart the hub, takes about 4 mins, try it and let it go through the process, if connected to router just wait till you see the page recover.  Post back your results. 

[JimM11]

@Mank1152 I would also try the text option from your mobile, to get the broadband tested. See below.

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

Charges may apply at your standard rate.

1. We’ll run tests on your connection to find out what’s going on.
2. If you need an engineer, we’ll text you in 15 minutes to book a slot.
3. If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

[JimM11 · Accepted solution]

@Mank1152 Try this from your mobile, main description is above.

If you need help with your broadband, text HELP to 66033

[Mank1152]

Hi All thanks for support.

Router issue is now fixed had to get an Openreach engineer out who replaced the ONT and the fibre cabling no problems for a week now so happy to say this is now fixed. Big shout out to Jonathan the engineer who was superb.