internet stops working at same time EVERY night

[plenders]

Why at the same time every night does my internet stop working? 

Surly im paying for a service i am not receiving correctly?

i have read previous posts and it states you do up dates daily! but when im a poker player in a tournament the last thing i want is no internet connection. so how do i stop this happening?

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. The forum software will remove the MAC addresses for you (you will likely need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[Beth_G]

Hi plenders,

Thank you for your post, apologies for our delayed response.

I'm sorry to hear that you've been losing your internet connection on a daily basis which is disrupting your poker tournaments. I appreciate your frustration with this.

I've been able to locate your account and haven't found any issues with your connection, however we have identified a recent capacity issue with your 5Ghz wireless signal. Can you please confirm if these drops are affecting your wired connections too?

From what you've described, this does sound like a result of firmware updates, however they wouldn't affect your connection so frequently. We do try to send out any updates at the most convenient time for all of our customers, usually between 12am-2am.

Kind regards

Beth