Hub disconnects at precisely 9:36AM every morning

[#1]

My hub has been disconnecting at 9:36AM every morning.  If I try to reset it by pressing the button on the hub, it reconnects for 2 - 3 minutes then disconnects again.  It only stays on if I sign in to the hub and reconnect it from there.  I have been hoping it would fix itself, but am now fed up of having to turn the hub on and reconnect to the internet every single day.  Please advise...

[#2]

Hi @Butcher

The timing of this is odd, but I can see that the router is definitely losing its authentication details on a regular basis.

I've arranged for a replacement router to be sent to you - if you could test this and let us know how you get on, that would be great.

Best wishes

Dave

[#3]

Thank you for helping me...

[#4]

My pleasure.

Just let us know if there's anything else you need.

Best wishes

Dave

[#5]

@RandallFlagg, for future reference it's likely in this case that the Hub was not correctly registered on the hardware management platform. This can be fixed by re-adding the router details to a customer's account and having them factory reset. I doubt a replacement device was required

(Although the replacement should 'fix' it too).

[#6]

Hi

Received the hub and installed it.  The hub went down an hour or two after installation, and again at around 13:45 which makes it 24hrs after it was installed.  The difference now is that I can’t actually go into the hub anymore because the hub controls don’t open when I try to get back online.  My husband had to go online via his mobile phone connection.  Not good.  Is there something else that can be done.  Just can’t go on like this.  

[#7 · Accepted solution]

@Butcher, I've just taken a quick look at your account. It was in an odd state and was not configured correctly. I've now sorted this, so please factory reset one of the two routers you have by inserting something into the pinhole at the rear of the device until the status light flashes green.

If you then allow 5-10 minutes for things to auto-configure, you should find the problem is no more.

Let me know how you get on...

[#8]

Seems to have worked!  Hasn’t gone down yet, and if it has, it obviously turned itself back on.  I am thrilled!  Thank you so much.

[#9]

@Butcher, glad to hear it - and apologies for the initial hassle.