topic Re: Connection Dropping / Packet Loss in Broadband & Landline

Connection Dropping / Packet Loss

EddieBoyyo — Fri, 22 Nov 2024 19:58:09 GMT

I was recently 'advised' by BT to switch from my BT SH2 to the EE Smart Hub Plus. I think it's fair to say that since switching, there's been nothing but issues with it.
The most impactful issue has been that I am getting complete connection dropouts / packet loss when gaming. This is happening every 30-45 seconds and lasts for at least 3-5 seconds. Spoke to tech support on the phone and they said they'd get an engineer to call back - it comes as no surprise that no one has reached out since this call 4 days ago...

I am on cable as I live in a remote area, so no fibre is available. The connection to my PC is wireless due to the logistics of running an ethernet cable from the router to my PC.

I have read through other forums and tried common solutions such as restarting (fixes the issue for 15 mins max), switching to WiFi 5 from WiFi 6, and checking that the router IP isn't clashing with any connected device IPs. I switched back to the BT SH2 and it worked fine; however, to avoid the fine I had to send it back, so now back on the SH+.

Has anyone experienced a similar problem and has managed to find a fix?
Any help is appreciated.

Re: Connection Dropping / Packet Loss

JimM11 — Fri, 22 Nov 2024 20:09:17 GMT

@EddieBoyyo Just put the BT Smarthub2 back on in place of the EE Smarthub+.

Re: Connection Dropping / Packet Loss

EddieBoyyo — Fri, 22 Nov 2024 20:11:17 GMT

Hi Jim, as mentioned, I had to send the SH2 back as otherwise I would have had to pay the fine for not returning it.

Re: Connection Dropping / Packet Loss

JimM11 — Fri, 22 Nov 2024 20:12:55 GMT

@EddieBoyyo when did you get the new hub?

Re: Connection Dropping / Packet Loss

EddieBoyyo — Fri, 22 Nov 2024 20:14:07 GMT

@JimM11 It was around 2 weeks ago.

Re: Connection Dropping / Packet Loss

JimM11 — Fri, 22 Nov 2024 20:26:13 GMT

@EddieBoyyo And the BT did not have to be returned for up to 60 day's, Do you have any other device that wireless operation may be interrupting the signal, as you have said you have tried all the router settings to possibly fix your problem.

The location of the EE router, have you tried to game down next to the router? Not saying that you do not have an issue, but i am not a gamer, daughter has a PS5 had the EE router 8 months now and not one complaint in that time, only difference i have a wireless extender sitting right out side her bedroom, as it is needed to get a good wireless signal, but it also covers the whole ground floor.

Re: Connection Dropping / Packet Loss

EddieBoyyo — Fri, 22 Nov 2024 20:54:16 GMT

@JimM11 I do but it's difficult to tell, my PC doesn't disconnect from the WiFi, so it'll be hard to tell on other devices, whereas with gaming on PC it's noticeable from cutting out and whilst on calls with friends etc. With other devices like my phone and smartTV, it'll be harder to tell as it won't be noticeable whilst searching stuff on the internet or streaming where the content has already pre-loaded.

I haven't tried gaming next to the router, no. I would have to bring the router upstairs as there isn't room by the router for my setup. I might look into the extender but I'd be surprised if it fixes it because the speeds are fine and it's connecting well, it's the constant dropping out that isn't good.

Re: Connection Dropping / Packet Loss

JimM11 — Fri, 22 Nov 2024 21:08:42 GMT

@EddieBoyyo If you are convinced that it is the router then quickest and cheapest option is plenty 2nd hand BT Smarthub2 for low cost's are available on a well known site.

Re: Connection Dropping / Packet Loss

WillKirk — Fri, 22 Nov 2024 21:15:08 GMT

@EddieBoyyo I agree. I have had huge problems with Digital Voice since swapping over from BT to EE in September, service dropping in and out, forwarded calls not getting through… acquired BT Smart Hub 2 as I used to have and dumped the Smart Hub Plus as bam! Everything back to normal, no drops, no issues, all as perfect as can be.

Firmware on the Smart Hub Plus is dodgy as heck as far as I can make out… and my day job is dealing with router firmware… so I would get yourself back onto the proven router and see if it clears up all your issues.

Re: Connection Dropping / Packet Loss

JimM11 — Fri, 22 Nov 2024 21:33:57 GMT

@EddieBoyyo Couple off speed test's for you run separate, and have a look to see where you think the issue is, cloudflare is good for indicating download or upload issue, especially run in a wireless situation like yours, rock solid wired.

https://speed.cloudflare.com/

https://www.waveform.com/tools/bufferbloat

Re: Connection Dropping / Packet Loss

EddieBoyyo — Fri, 22 Nov 2024 21:53:00 GMT

@JimM11 The issue is that our landline is now tied into the SH+ router too. So disconnecting the router loses us our landline connection... So if I were to get a SH2 again, I'd lose access to the landline and by the sounds of it, BT wouldn't be able to reinstate it on its own, i.e. as a standalone from the broadband.

Re: Connection Dropping / Packet Loss

EddieBoyyo — Fri, 22 Nov 2024 21:54:30 GMT

Thanks both for your replies up to this point. I'll speak to BT, if they can reinstate the landline then I'll switch back to the SH2. If not I'll keep you posted and figure out if there's a fix...

Re: Connection Dropping / Packet Loss

WillKirk — Fri, 22 Nov 2024 22:01:25 GMT

@EddieBoyyo The BT Smart Hub 2 (or EE Smart Hub (2023 non-plus model) are both Digital Voice compliant and work with your EE Digital Home Phone just as the Plus does.

Your phone therefore will see no difference other than having to load your contacts back in and register the handsets to the currently used hub.

Re: Connection Dropping / Packet Loss

Slimtidder — Tue, 14 Jan 2025 08:29:33 GMT

I have this exact same issue. Packet loss exactly as you describe it with my PC upstairs. The internet connection is fine but the signal from the router sucks.

Re: Connection Dropping / Packet Loss

XRaySpeX — Tue, 14 Jan 2025 10:27:45 GMT

@Slimtidder : Which EE BB plan are you on including its speed? What EE router do you have (read its label or post a pix)?

Re: Connection Dropping / Packet Loss

viktorsmart — Thu, 30 Jan 2025 19:32:39 GMT

i have exact same issue. packet drop while gaming and i found the following: packet drop is every 40 seconds and this is how it looks if i monitor pings to 8.8.8.8 google dns (pingplotter or wireshark):

hub ip -> some 172 interface -> 62.172.102.139 (100% packet loss) -> 62.172.102.138 (30% packet loss) -> 62.6.201.17 (0.7% packet loss) -> 142.250.171.140 (0.7% packet loss) -> 74.125.253.31 (0.7% packet loss) -> 142.251.54.25 (0.7% packet loss) -> 8.8.8.8.

Support said i have problems with wifi but i changed 3 different wifi dongles and i have exact same results with each one of them. If i change any settings going from wifi 6 performance or stability or wifi 5 - same results. If you change any wifi interface settings - results are exact same. I have updated all the drives, bios and tried variety of different options and results are exact same - every 40 seconds i have packet loss.

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Re: Connection Dropping / Packet Loss

JimM11 — Fri, 31 Jan 2025 08:05:33 GMT

@viktorsmart Time now for you to go find out if it is a wireless network issue, an Ethernet network issue or a combination off both. If you need any advise on what to do then post back.

Re: Connection Dropping / Packet Loss

viktorsmart — Fri, 31 Jan 2025 08:16:49 GMT

@JimM11 i ordered 2 more items today: another wireless adaptor and new extender hub. Ill try both and see whether this will improve anything though im not that hopeful. i have engineer visit as well. lets see what they say about this too. ill update later on today.

Re: Connection Dropping / Packet Loss

JimM11 — Fri, 31 Jan 2025 08:21:05 GMT

@viktorsmart Unless you go look see what is happening on YOUR network at home you may not solve the issue, my SH31B shows nothing like it, and i have a way more complicated with multiple routers and extenders, but have made sure all devices play nice with each other.

Re: Connection Dropping / Packet Loss

Mustrum — Fri, 31 Jan 2025 09:53:11 GMT

@viktorsmart when you say packet loss :

Those routers are doing what they are there to do, that is route your and other traffic, they do not waste effort or processing power responding to your ping plots.

The extended ping every 40 secs or so is the thing to concentrate on if you can, but trying to find the cause will be more challanging.