Router dropping out every evening

[#1]

I've recently upgraded from broadband to superfast with a new Hub1 router. Every evening between 11-12pm the router drops off the internet for a few minutes before resolving itself. It affects TV on a hardwired TP link, android mobile on wifi and laptop on wifi. The router's light goes to orange. I've tried re-booting and it still does it.

What might be causing this?

Also download speeds are slower than expected - 9.8 Mbps, should be 16 guaranteed.

[#2]

Moderators Note

This topic has been moved from My Router to Fibre as it sounds as if it could be an issue with the connection.

[#3]

Thanks for getting in touch @stralachlan.

I'm sorry to hear that you're having issues with your connection.

We've tested your line and we can see it's certainly intermittent as shown below

Our tests haven't found any cause for this so for us to investigate further we'll need you to raise a fault by going here.

If you can let us know once you've raised it we'll get that picked up for you

[#4]

Thanks, I've raised a ticket, and hyperlinked it to this discussion.

[#5]

Help, how do I unclose a question which I accidentally closed?

[#6]

Thanks for getting back to us @stralachlan 

I'm afraid we can't re-open a ticket that's been closed however you'd be able to open a new one by going back through to faults.plus.net Having said that I can see you've since called in and we've opened a new ticket 194824187 for you.

I've added a reply onto that ticket with steps you can take to progress this as a fault. Feel free to drop us a reply over here once you've responded and we'll be happy to pick this back up as soon as we can.