topic Re: Smart Hub Pro Stinks in Broadband & Landline

Smart Hub Pro Stinks

biggeorge007 — Mon, 09 Dec 2024 15:35:54 GMT

Just got my new broadband installed on the 29th with the new Smart Hub Pro 1.6gb.

All seemed well until day 3 when I started getting my security cameras disconnecting then other IOT loosing connection too, web pages taking up to 10 seconds to load then even worst my main computer even losing connection, ethernet.

Have been investigating since day 4 to try fix the issues, the web pages taking up to 10 seconds to load I believe is down to EE locking down the router to use their default dns servers, you can't change to google or cloudfare.

My honest opinion is the router stinks and is a basic wifi 7 router totally locked down to advanced users/settings.

The wifi 7 speeds were brilliant on it with my Samsung S24 Ultra but the constant drop outs were driving me crazy.

I just took delivery today of TP-Links BE9300 Tri-Band Wi-Fi 7 Router, best I could afford at £200 and the difference is night and day.

Has taken me 2 hours to go through all my devices and redo the wifi on each to a seperate IOT network on the new router and everything is working brilliantly. 5 camera, 4 nas boxes, fridge, washer, dryer, 2 beer machines, 4 televisions, 2 computers.

Fully testing over the next couple of days but so far, web pages load within mili seconds (using google dns) yes you can change default dns (shame on EE blocking that function, your default dns are crap or overloaded).

Now stuck in a dilemma, keep the service which seems to be working great now on new router, speed tests at (fast.com) constantly coming back at 1.6gbps (on EE Smart Hub Pro Router it was up and down, lowest was 800mbps).

Obviously the price they are charging must include the new router as a loan/hire device which I don't want to use or need.

Paying full price for just the faster speed of 1.6gbps is a little high, have a few days before my 14 days period is up to be able to cancel, may just give them a call see if I can get a price reduction and send back the router, would not hold out much hope though.

The £200 cost of the new router is a killer but I highly recommend it, been running for 4+ hours without a hiccup at all, can't say the same for the Smart Hub Pro.

Will update this post after further testing...

Re: Smart Hub Pro Stinks

Chris_B — Mon, 09 Dec 2024 16:29:21 GMT

@biggeorge007 You’ll not get a discount because of using your own router as the package you purchased includes the EE supplied router. If you choose to use it that’s up to you just like it was your choice to purchase a different router.

Re: Smart Hub Pro Stinks

JimM11 — Mon, 09 Dec 2024 16:46:07 GMT

@biggeorge007 Well you gave it it's best shot and it failed, but you do need it for the period of the contract, then EE will gladly take it back in pristine condition since never used in earnest. No need for DV Landline or EE TV then no need for an EE Router, service should be good, but need EE to check, need to throw the router back on.

Re: Smart Hub Pro Stinks

bobpullen — Mon, 09 Dec 2024 17:02:09 GMT

@biggeorge007 wrote:
Fully testing over the next couple of days but so far, web pages load within mili seconds (using google dns) yes you can change default dns (shame on EE blocking that function, your default dns are crap or overloaded).

Something definitely not right if Ethernet-connected devices were losing connectivity! When this happened, was the Ethernet/Wi-Fi link itself dropping, or were devices staying 'connected' but unable to access any Internet resources?

Assume the LED on the hub remained static and there was no evidence of the actual Internet connection dropping or the hub rebooting?

I'm not sure EE's DNS servers are the culprit. No way they'd be frequently taking 10 seconds to respond else there'd be uproar. I have some local monitoring that checks my response time to a handful of DNS servers and looking over the last day or two, the EE servers are ~5ms quicker to respond for me than Google's 🤔

Re: Smart Hub Pro Stinks

biggeorge007 — Mon, 09 Dec 2024 17:02:56 GMT

I do plan on putting back in the EE router so EE can check it when I call them. Just doing a full 24/48 hour test on the new TP Link router 1st, so far its amazing, not had a drop out or anything disconnecting, I don't think its as fast as the EE Router but who cares when dropouts/disconnections just cause misery.

Dont really expect a discount but if you don't ask you never know, will find out when I call them in next day or so.

Just have to decide now if I want to pay out £899.88 for 12 months broadband service plus the £200 for the new router.

Can get 24 months 900 mbps for £1104, Minus £100 for giftcard plus the £200 for the new router.

£1099.88 12 Months 1.6gbps

£1204.00 24 Months 900gbps

Seeing speeds like this over the next 24 hours I think my mind is already made up.

Re: Smart Hub Pro Stinks

bobpullen — Mon, 09 Dec 2024 17:08:01 GMT

If you suffer the same issue when the EE hub is reinstated, then it would be interesting to get the results of the following from a Windows command line during a period of time when the problem is evident: -

> nslookup bbc.co.uk 81.139.56.100 (DNS lookup to EE DNS servers)
> nslookup bbc.co.uk 8.8.8.8 (DNS lookup to Google DNS servers)
> nslookup bbc.co.uk 192.168.1.254 (DNS lookup using the hub's DNS forwarder)

If they're all quick to return a response, then DNS isn't your problem. If any of them fail, then it might help point to where the problem lies.

Re: Smart Hub Pro Stinks

JimM11 — Mon, 09 Dec 2024 22:31:07 GMT

@biggeorge007 Was the 1480 down with the EE or the Tp-Link?

Re: Smart Hub Pro Stinks

Krampus — Fri, 27 Dec 2024 17:29:57 GMT

I am having you exact same issue

Tge smart hub pro was atrocious I couldn't stay connected from more than an hour without it disconnecting, I was getting connected with no internet at random times even when I had one thing connected to the Hub it was still inconsistent.

swapped to smart hub Plus and all my problems were fixed. Called up EE they sent me a new Hub, installed it and I had the exact same issues, left it in for a day and I still had the same issues so I unplugged it put back in the Smart Hub plus and all my issues were fixed again. every time I call up they don't see any issue on their end, it's all showing perfect.

Re: Smart Hub Pro Stinks

biggeorge007 — Fri, 27 Dec 2024 19:21:52 GMT

I have almost given up, 3 routers tried, EE Smart Hub Pro wifi 7, TP-Link 9300 Wifi 7, TP-link AX6000 Wifi 6.

EE router is terrible, can't change default servers which are terrible, 10 seconds to load a web page is not good, maximum time stayed connection is today 9 hours so far.

TP-Link 9300 Wifi 7 - Brilliant router and configuration options just pitiful 2.4ghz range, longest time connection was 14 hours, just a shame the 2.4ghz wifi is 50% lower than my AX6000 router, not sure what TP-Link they were thinking of. Web pages with google dns and cloudfare were instant, no waiting5/10 seconds to load.

TP-link AX6000 Wifi 6 - Better range on all wifi 2.4ghz and 5ghz just limited to gigabit so no full speed from EE 1.6 service, longest time connection was 12 hours.Web pages with google dns and cloudfare were instant, no waiting5/10 seconds to load.

Put an email complain into EE last week, put back in the EE router this morning and within 3 hours I had at least 10 disconnections, can't understand it as connection in speeds tests say BT and I was with BT for 18 months and router (AX6000) connected well into 60+ days or until I did a manual reboot.

The EE router is a complete let down in all aspects, configuration is so limited, The speed test in the app is rubbish, my 1st test was 1.6gps then any other tests that were lower are not recorded as your current speed and the app claims your within the minimum speed guarantee, porky pies been told and should have registered my lowest 300mbps speed test. Yes it claims to be testing to your hub/router but when the actual speed has dropped to 700/800mbps on main pc its proving the router is at fault somewhere and this should be reconised.

Still constantly testing my 2 wifi 7 routers, EE Router / TP-Link 9300, today since 2pm the connection does seem fine, the speed tests so far all report ful 1.6gbps rather than dropping to 700/800mbps as it has been doing.

I do have another 14 days on my extended cancellation period I was given to see if they can get the service reliable and worth the asking price of £75 a month. The constant disconnections and slow web pages is my main frustations, the disconnections causing my security system to go offline all the time.

Re: Smart Hub Pro Stinks

Krampus — Sat, 28 Dec 2024 16:07:53 GMT

noticed with the black hub it gets to 1.5, 1.6 gigabytes very quickly but with the white hub it gets there so slowly like unbelievably slow so that's clearly an issue with the hubs. Luckily I have the black one to use for now. I might as even hook my game room hub which is a ASUS rt-be92u as the main hub and just buy another one for my games room

Re: Smart Hub Pro Stinks

JimM11 — Sat, 28 Dec 2024 16:36:19 GMT

@Krampus As long as you have no need for DV on a landline or possible EE TV, then just use your Asus router.

Re: Smart Hub Pro Stinks

Krampus — Sun, 29 Dec 2024 21:02:58 GMT

I've got a engineer coming out again. If they can't figure it out then I'll just use my asus router.

Re: Smart Hub Pro Stinks

Krampus — Mon, 30 Dec 2024 12:25:54 GMT

I just had another engineer come out he can't find any issues with the line but even he said, (something is wrong with the routers)

So I called back up got through to the Belfast team and he says (we have had a lot of reports of the hubs acting strange, people not getting their speeds, people not connecting, people disconnecting at scheduled intervals, slow connections so there of the issue. they seem to think it's a software issue but no one's gonna be fixing the issue until after the 9th of January when they all go back in the office

Re: Smart Hub Pro Stinks

Charlielove101 — Sat, 11 Jan 2025 21:41:55 GMT

Similar experience. Smart Hub Pro was awful. Frequently dropped out, had to restart Hub and Extenders every few hours to recover. Speeds were less than those guaranteed by EE. EE Tech Support was just "factory reset and try again". Last tech I spoke to told me that the reason for the poor performance was because I had the Hub plugged into an extension block...really.

After 8 months of this, I bought a DreyTek 166 and Google Nest WiFi Pro. My speeds are now 12 mb/s more than before 69mb/s over 57 mb/s before. It has dropped for days and I can actually manage the settings rather than work around the poor EE Hub Web Interface and terrible, slow and laggy EE app.

Re: Smart Hub Pro Stinks

JimM11 — Sat, 11 Jan 2025 21:51:09 GMT

@Charlielove101 Pro hub? where you trialing it before the router's came out sept time.

Re: Smart Hub Pro Stinks

gmbuspunk — Wed, 19 Mar 2025 11:26:01 GMT

I been having the same problems the ring disconnecting/losing footage but the latest problem i experinced really annoyed me i wanted to acsess my amuter radio but the router wont let me and constaly closes the ports i was one of the first to get smart hub pro but i can say there whack there overenginerd to ee benfit and dont let the users make use of there fuctions so im going to try a new router i picked up on amazon a Asus RT-BE92U BE9700 hopefully it improves things then i will deal with matthew at exec as he went above and beyond in the wifi 7 saga and i think he will be able to unstand the probelms im facing and the fact there putting my bill up by £4 in april and the fact im not getting the best service from ee i wonder if my freind @Bluenose_Dave has had simliar problems

Re: Smart Hub Pro Stinks

Hawkspian — Wed, 16 Apr 2025 17:20:51 GMT

This is all really concerning. We’ve been on sky gigafast for years but only ever get about 250mbs download over WiFi, (always 900mb+ when hard wired) The in-laws have EE fibre and when I’m there and use Speedtest I get 1GB down on my iPhone.

Decided to bite the bullet and change to EEs Internet for gamers as there is me and my wife and two boys and 3 Xbox’s and a PS5. We’re all gamers. We just received our hardware in the post which is two big chunky white routers and that is why I’m looking around here to see what it’s all about.

I’ve been promised 1.3GB down minimum and expected 1.6GB. We have around 25 devices from phones and iPads to consoles, Alexa’s and ring doorbells.

Anyway. Tomorrow is our switchover date and an open reach engineer is coming out between 8-1pm though I’m not sure what for as we already have the little fibre thing direct to the house. I was just hoping when sky BB went off at midnight I’d be able to swap to the new router/s and take it away.

Not gonna lie, this thread has got me shook. I’d take 250mb download over WiFi than constant connection dropouts.

Sigh, here I am worrying over something that might not happen yet.

Re: Smart Hub Pro Stinks

Matt_124 — Wed, 16 Apr 2025 17:35:28 GMT

Openreach will need to change over the ONT to a 2.5Gb model to enable your 1.6Gb connection, as your current ONT would likely only be able to deliver up to 1Gb.

In terms of issues with the Smart Hub Pro, I had it for a while before and around wider launch and had no issues whatsoever with speeds or stability on a 900 Mbps connection. I did have an S24 Ultra which was WiFi 7 compatible so the experience was fantastic there, but other devices performed well also and much better than with the BT Smart Hub 2 I had previously.

I did also have one Smart WiFi Pro extender, which massively boosted the connection in one of the other rooms in the home and out into the garden. Although even the main Hub itself was enough to cover a 2 bedroom semi-detached which was a problem for previous hubs. The key with the extender is to ensure it is positioned somewhere in-between the area of weaker signal and the main Smart Hub Pro if using wireless. Otherwise use a wired backhaul if possible if you want the maximum speeds throughout the entire home consistently.

Like any public forum, issues are more likely to be amplified than good experiences, so try not to worry too much about something that may not be an issue whatsoever.

Re: Smart Hub Pro Stinks

Mustrum — Wed, 16 Apr 2025 17:33:41 GMT

@Hawkspian your current ONT (white fibre box) is good up to 1Gb, so Openreach will be fitting a new 2.5Gb one.

Not everyone has a bad word to say about the Smart Hub Pro, but there is a few things that help, not least giving them enogh time to set up the extender, and using a switch for slower LAN devices.

Let us know how you get on.

Re: Smart Hub Pro Stinks

Hawkspian — Wed, 16 Apr 2025 17:40:46 GMT

Thanks for the replies. I’m guessing then that the two big bulky devices are a router and an extender? I thought one was the pro and one was the plus.