Router disconnecting at same time every day

[#1]

My husband and me are new customers and very happy with the broadband; however, one issue we are experiencing is that our router disconnects from the internet at around 1.10am every morning. The light goes orange - it disconnects from my mobile as well - but I am able to get reconnected by logging in again via my mobile. It is quick and easy to log back in, but obviously we would like for this not to happen at all and for the router to stay connected.

Any ideas/fixes, please? Thanks in advance.

[#2]

Hi there,

It doesn't look like your router has been configured correctly on our hardware management platform. I've corrected this, but you will need to factory reset from your side by inserting something into the pinhole at the rear of the device until the status light flashes green.

Let me know how you get on...

[#3]

I did as you suggested. The light went green, then blue.

A couple of minutes later, the power light started flashing orange, then the orange broadband light came on.

It then went steady orange and finally blue. It then went orange again and I had to reconnect via my phone.

Broadband now appears to be working, but obviously I won't know until 1.10am whether it is fixed.

Fingers crossed!

[#4]

Has disconnected twice since last message.

I have now done the factory reset again - it has since disconnected again and I had to reset using the password etc.

It seems worse now than when I reported the fault.

[#5 · Accepted solution]

It's no worse, but it is still 'broken'

I've made another change. Please try the factory reset again and let me know if the problem remains.

Fairly confident it's fine now.

Edit: you shouldn't need to do anything to get it reconnected after the reset. Just leave it 10 mins or so and it should configure itself.

[#6]

@ali_p2, looks like you've had an uninterrupted session for approaching 3 days. Is everything ok now?

[#7]

Thanks, Bob. Yes, all is fine now. I just wanted to check it ran for 2-3 days without interrupting or disconnecting, which it has now done.

We are very happy to be with someone who understands customer service. Our former broadband provider would still have been on the phone promising much but delivering nothing.

Appreciate your help getting this sorted.

Best wishes.

Alison

[#8]

Thanks for confirming Alison. Glad to hear it's sorted, and apologies for the hassle again.