Smart hub dropping daily

[Drjamesvet]

Hi. 

At my absolutely wits end with my broadband issues. Have been with EE for 2 years. Had the old white router and no issues for 2 years. In that 2 years, had no drop outs, no loss of signal no issues at all. 

On the 20th August I was out of contract and took out another with EE. I was sent an EE SmartHub SH30a. Every single day around the same time between 10am and 11am, usually at 10:51 every day the internet drops. Amber light flashes on the router and stays down for 5-10 minutes. Looks all internet on all devices. Phoned EE and they sent an EE engineer, basically said it’s the master socket so replaced that. Issue remained, next EE engineer said there was a fault on the line, so escalated to OpenReach. Open reach engineer said they have thousands of issues with these routers and there’s no fault on the line. Told EE to send me a new router. New router still dropping at the same time every single day. 

Why cant EE admit that there is a problem with their routers? The forum is littered with posts about smart hubs dropping at the same time every single day but the “forum experts” just blame the user. 

can someone actually help me please?! 

EE smarthub SH31B

[Mustrum]

@Drjamesvet   have you tried your old white EE router again?  If it was working ok then it still should.

[XRaySpeX]

What is the name of the EE BB plan are you on including its speed?

[Drjamesvet]

Hi. I am on EE Essentials Fibre 36. 

[XRaySpeX]

So you've gone from a 150 or 300 Meg package to a 36 Meg one?

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Only if you have an active landline, try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket using a DSL dangly micro-filter. Is the issue any better?

[Northerner]

Hi @Drjamesvet 

Buy your own (and likely better) router and try that. 

Thanks