topic Service total outage in Broadband

Service total outage

Mpaul47 — Mon, 13 Oct 2025 07:29:51 GMT

My Home BroadBand service is turned off during the day. For a week now at 08.00 the signal disappears completely. There is no service until 18.00 when it is fully restored. This has been going on for a week now, exactly the same every day. 'Chat' tells me it is due to a lot of people using the service and that if I don't like it I can leave. For the past four years it has been fine and I don't want to leave, so can anyone tell me how I can ask someone in 3 who knows what they are doing what is going on and when they will fix it? I cant find an actual link to an actual engineer. Thanks.

Re: Service total outage

nelnelhk — Mon, 13 Oct 2025 12:13:17 GMT

the technical team also told me to leave three today........

Re: Service total outage

Mpaul47 — Mon, 13 Oct 2025 15:07:27 GMT

Wow, nothing is too big to fail. Shame Starlink don't do a small residential package, £75 a month is a significant cost for our needs as we do not WFH.

Re: Service total outage

MichaelP — Tue, 14 Oct 2025 09:54:42 GMT

Hello @Mpaul47,

That's very unusual to hear that the signal drops off completely and returns at the same time each day.

I've run this by a Broadband colleague to see if we can shed any light on this, as we've not had many similar reports.

Thanks,
Michael

Re: Service total outage

MymsMan — Tue, 14 Oct 2025 10:08:06 GMT

What hub are you using?

Is the hub still connected to internet but very slow or has connection broken?

What is your 4G/5G signal strength while OK/not OK?

Anything else happening in your house at those times?

If you can I would look at your hubs system logs and see if you can see anything at 08:00 and 18:00 that could explain this. Logs may show times in GMT rather than BST.

Re: Service total outage

JonathanB — Tue, 21 Oct 2025 13:59:24 GMT

Hi @Mpaul47,

Have you seen any improvements to the service in the meantime since you posted? Let us know if you still need any help with this.

Thanks,
Jonathan