topic Re: EE Smart Hub + continuous drop out in Broadband & Landline

EE Smart Hub + continuous drop out

Saintmatt — Mon, 16 Sep 2024 17:10:09 GMT

Good evening, grateful for any advice etc on the following issue

i have an EE smart hub+, since changing from BT last year. I have FTTC so it is the old copper connection to the hub.

i have 4 Ethernet connections to this hub

1 is computer ( Mac mini M1)

2 is BT whole home WiFi mesh

3 is sky tv

4 is Hive

all worked fine before on old BT smart hub 2 (didn’t have hive and had a pc not Mac back then), problems started about 3 months ago and have got worse - Wi-Fi drops then shortly after all the Ethernet links go, yet the lights remain aqua green on hub.

several engineer visits later, line problems have been identified and fixed (apparently), yet problem still happens almost on an hourly basis and need to wait or reboot and the cycle repeats. The last option is to change the router, this has not happened despite being sent 4. I am now the proud possessor of 2 boxed EE mart hub + (the FTTP version so does not have the broadband ‘in’ port) and 2 BT smart hub 2’s because they can’t seem to send me the right EE hub.
before I bite the bullet and revert back to the BT hub (will need to purchase a network switch as the BT hub only has three Ethernet ports), any ideas why the hub loses all connection, not just Wi-Fi? I get that there might be Wi-Fi conflicts, but to knock the Ethernet link out as well?

Re: EE Smart Hub + continuous drop out

JimM11 — Mon, 16 Sep 2024 17:33:12 GMT

@Saintmatt You need to do logical fault control, put one device on ethernet only, suggest your mac, and see what happens, if no fault add second device etc, will take some time to check.

Re: EE Smart Hub + continuous drop out

Mustrum — Mon, 16 Sep 2024 17:49:07 GMT

@Saintmatt are you able to log into the router, go to the advanced section find the technical log and post the results?

At the moment it is difficult to say what is happening without more detailed information.

Re: EE Smart Hub + continuous drop out

XRaySpeX — Mon, 16 Sep 2024 18:21:01 GMT

@Saintmatt wrote:

the BT hub only has three Ethernet ports

The BT SH has 4 Ethernet LAN ports. One of them, port 4, may double up as a WAN port but you won't be using it as you're on FTTC & will be using the grey BB port as the WAN..

Re: EE Smart Hub + continuous drop out

Saintmatt — Mon, 16 Sep 2024 19:34:37 GMT

Thanks so much for the prompt replies,

so the WAN port may be used as a 4th LAN? Will try, if it does not work then a switch is only £20. I would rather the EE hub worked though as it is Wi-Fi6, whereas the BT hub is not

will give the logical fault control a try but I do not understand why one conflict or faulty device etc can through the whole router out, Wi-Fi and Ethernet

Bit of cut and pasting re technical info (had to do a reset as it dropped again whilst writing this so time up is short

Your Hub’s settings and statistics

This is a list of your Hub settings and current statistics.

Product code:

SH31B

Serial number:

+114403+2404xxxxx

Firmware version:

r1.35.0-R-1138091-PROD-83002

Firmware updated:

N/A

GUI version:

1.13.1

DSL uptime:

18 Mins

Data rate:

19.56 Mbps / 76.95 Mbps

Data sent / received:

9.91 MB Uploaded / 80.16 MB Downloaded

Broadband username:

Wi-Fi:

N/A

2.4 GHz wireless network name:

EE-xxxxxxxx

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

EE-xxxxxxxx

5 GHz wireless channel:

Smart (Channel 100)

Wireless security:

WPA2-Personal

Wireless mode:

Wi-Fi 6 performance

Firewall:

Technical Event Log

This shows all events that have taken place on your Hub since the last time it was reset.

Category:

Level:Time and date Message

16/09/2024, 20:17:59	DSL connection lost
16/09/2024, 20:18:19	Network interface eth1 down
16/09/2024, 20:18:20	Network interface eth2 down
16/09/2024, 20:18:21	Network interface eth3 down
16/09/2024, 20:18:23	Network interface eth1 up
16/09/2024, 20:18:24	Network interface eth2 up
16/09/2024, 20:18:25	Network interface eth3 up
16/09/2024, 20:18:45	DSL connection established

Re: EE Smart Hub + continuous drop out

Saintmatt — Mon, 16 Sep 2024 20:41:54 GMT

Many thanks for all your responses and interest,

I will do a logical fault control test but I struggle to understand how one of the items attached via a port would throw all the Ethernet ports and Wi-Fi

if all else fails I will revert to the BT hub and test the 4th wan port as a lan port

Unfortunately I can only get access to the data since last reset, which was when the Ethernet/wifi went down, so not sure how it helps?

Technical Event Log

This shows all events that have taken place on your Hub since the last time it was reset.

Category:

Level:

Page 1

Selected:All, Debug


Time and date	Message
16/09/2024, 20:17:59	DSL connection lost
16/09/2024, 20:18:19	Network interface eth1 down
16/09/2024, 20:18:20	Network interface eth2 down
16/09/2024, 20:18:21	Network interface eth3 down
16/09/2024, 20:18:23	Network interface eth1 up
16/09/2024, 20:18:24	Network interface eth2 up
16/09/2024, 20:18:25	Network interface eth3 up
16/09/2024, 20:18:45	DSL connection established

Your Hub’s settings and statistics

This is a list of your Hub settings and current statistics.

Product code:

SH31B

Serial number:

+114403+24xxxxxxxx

Firmware version:

r1.35.0-R-1138091-PROD-83002

Firmware updated:

N/A

GUI version:

1.13.1

DSL uptime:

1 Hr 3 Mins

Data rate:

19.56 Mbps / 76.85 Mbps

Data sent / received:

75.25 MB Uploaded / 167.33 MB Downloaded

Broadband username:

bthomehubxxxxxxxxxxxx

Wi-Fi:

N/A

2.4 GHz wireless network name:

EE-xxxxxx

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

EE-xxxxxxxx

5 GHz wireless channel:

Smart (Channel 100)

Wireless security:

WPA2-Personal

Wireless mode:

Wi-Fi 6 performance

Firewall:

Re: EE Smart Hub + continuous drop out

JimM11 — Mon, 16 Sep 2024 20:49:46 GMT

@Saintmatt Switch of the BT Wholehome wi-fi network!!!!

Re: EE Smart Hub + continuous drop out

robh661 — Mon, 16 Sep 2024 20:54:42 GMT

Doing that might identify a faulty port on the hub, and if it is a faulty port, then EE should be able to replace the hub.

Re: EE Smart Hub + continuous drop out

XRaySpeX — Mon, 16 Sep 2024 20:59:15 GMT

All you get out of that log is :

16/09/2024, 20:17:59

DSL connection lost

It doesn't tell you why. So it's not much use!

At least your speeds look good for G.Fast.

Try changing Wireless mode: to Wi-Fi 5 & see if it's more reliable.

Re: EE Smart Hub + continuous drop out

Saintmatt — Mon, 16 Sep 2024 21:08:48 GMT

Need it (whole home Wi-Fi ) as house is a bit of a mare for Wi-Fi signal. The drop outs are recent as well annd all was working well before . However I will try / test this and the other ports

EE have sent me 4 new hubs lol, all the wrong ones, I am in heated discussions with them currently.

i was also disappointed in the log output. I assume this is because it is proprietory hub? Any ideas how to change the settings to Wi-Fi 5? I looked and couldn’t find

thanks again all for your interest and help. I will pursue getting the right router…. Then revert to the BT hub

Re: EE Smart Hub + continuous drop out

XRaySpeX — Mon, 16 Sep 2024 21:13:06 GMT

Wireless mode: is on the Advanced Settings > Wireless page.

Re: EE Smart Hub + continuous drop out

JimM11 — Mon, 16 Sep 2024 21:13:07 GMT

@Saintmatt You will find it in advanced, wireless mode, then set and save the option.

Re: EE Smart Hub + continuous drop out

Saintmatt — Mon, 16 Sep 2024 21:21:43 GMT

Found it thanks, I have made the change and will report back

Re: EE Smart Hub + continuous drop out

Saintmatt — Mon, 16 Sep 2024 21:22:33 GMT

Reverting to Wi-Fi 5 , I may as well use the BT smart hub 2 lol

Re: EE Smart Hub + continuous drop out

XRaySpeX — Mon, 16 Sep 2024 21:24:19 GMT

With your speeds you probably don't need WiFi-6.

Re: EE Smart Hub + continuous drop out

JimM11 — Mon, 16 Sep 2024 21:24:42 GMT

@Saintmatt It's more about finding out what makes your system stop falling over!

Re: EE Smart Hub + continuous drop out

JimM11 — Mon, 16 Sep 2024 21:27:01 GMT

@XRaySpeX Assume you are thinking only about his fttc connection only!

Re: EE Smart Hub + continuous drop out

Saintmatt — Mon, 16 Sep 2024 21:30:26 GMT

I do hate not knowing why……

Apparently I have to wait till 2026 for FTTP unfortunately

Re: EE Smart Hub + continuous drop out

XRaySpeX — Mon, 16 Sep 2024 21:33:49 GMT

@JimM11 : I'm talking about OP's existing G-Fast connection. When & if he moves to an FTTP plan with faster than G-Fast speeds it will be a diff ballpark with a whole lot of new issues. I'm trying to help with the current issue!

Re: EE Smart Hub + continuous drop out

JimM11 — Tue, 17 Sep 2024 06:48:56 GMT

@Saintmatt I have copied the link to the BT Wholehome wifi from BT site, and you will find the manual and spec's, also document if you need to download. Do think that they are wifi 5 rated as were made prior to AX wifi 6 being available, but they do seem to be a pretty good mesh unit. Also as i do not use them not sure if the relationship of were you have the primary unit sitting to the main EE router is, if the manual recommends turning of the wifi signal on the router, if it did, but will have a quick read through it.

Edit: see that they are WPA2 AES, so you should also look at the router for wireless security and check its set for WPA2-Personal.

BT Whole Home Wi-Fi | BT Help