topic Hub reboot issues in Broadband & Landline

Hub reboot issues

runcornboy0611 — Tue, 17 Jun 2025 16:00:01 GMT

This never happened with the old black BT hub but now everytime my EE hub reboots , as yesterday due to a power cut , it will not reconnect my broadband if anything if plugged into the ports .

EE claimed this has always been the case but for many year previously with BT it was not an issue .Anyone else experiencing this ? Means if we are out and there is a power cut , or away , broadband will not reconnect - useless.

Re: Hub reboot issues

Mustrum — Tue, 17 Jun 2025 17:10:52 GMT

@runcornboy0611 that sounds like a faulty router, I would get back in touch with Customer Services and ask for a new router.

If you still have the old one it may be an option to use that.

Re: Hub reboot issues

bobpullen — Wed, 18 Jun 2025 16:26:34 GMT

What hub are you using and what do you have plugged into which ports?

Re: Hub reboot issues

runcornboy0611 — Wed, 18 Jun 2025 16:35:34 GMT

Hi the black hub provided by EE when I migrated from BT to EE I believe they call it the Smart Hub Plus .

All 4 ports are in use 1 to one of my cloud drive drives , one directly to a sky stream box and one to my main network hub and one to a further network hub for my daughters gaming set up .

EE themselves recommended this set up as everything into the main network hub they said was causing issues .

Note I am 50 year experience IT guy amongst my skill set is networking .

Re: Hub reboot issues

bobpullen — Wed, 18 Jun 2025 20:42:41 GMT

When you say 'network hub' are you talking about unmanaged switches or something else? None of your LAN devices are plugged into the WAN port on the EE hub are they?

When you say the hub will not reconnect, what exactly are the symptoms? What is the hub LED doing at the time and what does the Hub Manager/GUI show in terms of Internet connectivity? Do you have a Full Fibre connection or is your hub connected to your phone line?

Are there any other access points/routers on your network?

I'm struggling to envisage how simple devices/switches connected to your LAN ports can have any bearing on your Internet connection/WAN connectivity 🤔

Re: Hub reboot issues

runcornboy0611 — Wed, 18 Jun 2025 20:55:09 GMT

Yes a 24 port unmanaged switch - all my switches are unmanaged .

I am only repeating what EE support told me ie the hub will not reconnect to the internet if I have any network devices plugged into it at the time of rebooting, and its happened twice now it hangs trying to re-establish a broadband connection (ie the light does not go aqua ) after a power cycle .

Personally I thought it was a load of rubbish .

Once everything is disconnected and power cycled again it establish a connection within minutes .

Note this only happens after a hard power recycle if EE choose to drop and reconnect my broadband overnight , which they seem to do a lot , then its fine .

And no ...... Nothing is connected to the red port as I said I am a IT guy .......

Since the day I was forced to transfer to EE and new hardware its been one long series of problems - never had any issue with the old BT hardware and I am talking many years .

Re: Hub reboot issues

bobpullen — Wed, 18 Jun 2025 21:13:54 GMT

@runcornboy0611 wrote:
ie the light does not go aqua ...

So, what does it do?

Personally I thought it was a load of rubbish .

Inclined to agree. I have three unmanaged switches connected via a single LAN port of my EE hub and there are no problems whatsoever should I powercycle the hub.

And no ...... Nothing is connected to the red port as I said I am a IT guy .......

So, can we assume from this that you have an FTTC connection that is routed via your phone line? That's one thing that differs from my setup if so. Moot point though really because there's no way the LAN ports all need to be 'empty' for the Internet connection to establish (certainly not by design anyway!)

Re: Hub reboot issues

runcornboy0611 — Wed, 18 Jun 2025 21:39:57 GMT

The Light goes solid orange .

I have a fibre cable right into my home office from the grey box outside this is connected to the Openreach hub .

My EE hub then connects to the Openreach hub via the red port using the Ethernet cable provided . Thats why I said nothing us connected to it meaning no other network device that port is dedicated to the fibre connection ,

EE also insist the Openreach is rebooted each time I have a issue they are clearly following a script.

Another thing is they say that the EE hub has to be rebooted almost weekly I refuse to do this as it then spends the next 48 hours restarting itself whilst it’s hunting for the best line speed “ learning “ they call it .

In my experience once the lines up and stable best practise is to leave it well alone. ,

Re: Hub reboot issues

bobpullen — Wed, 18 Jun 2025 21:45:26 GMT

Steady orange suggests that the PPP negotiation is failing for some reason which is odd.

The EE hub does not need to be rebooted weekly and neither is there any concept of 'learning' or 'training' on a full fibre connection. If you see 48 hours of interruption after a restart and frequent overnight drops (as mentioned in an earlier post) then I can't help but think something more fundamental is going wrong here 🤔

Re: Hub reboot issues

runcornboy0611 — Wed, 18 Jun 2025 22:06:25 GMT

As soon as I am out of contract I am leaving as on top of this a new customer on the same package as me ( full fibre gigabyte) pays £40 month I initially as I transferred from BT they charge me £71 and claim even tho it’s looks like the same it’s not !! .

I have complained and queried the legality if this and they say I transferred from BT and not entitled to the lower price for the same speed — Utter rubbish .

EE are by far the worst company ever to deal with they even make Sky look reasonable !! and that is saying something . They shafted the loyal ex BT customers.

Re: Hub reboot issues

Peter_W — Thu, 19 Jun 2025 14:48:55 GMT

Hi @runcornboy0611.

I'm disappointed your experience since switching has left you feeling this way.

Have we had the chance to rule out whether it's the equipment itself causing the issue here?

As others here have mentioned, our Hubs are definitely designed to support multiple Ethernet connections at once, so what you're describing here is definitely outside the norm.

What was the last update you had since raising this with our team, and do you know if a complaint has been logged on the account?

Peter

Re: Hub reboot issues

runcornboy0611 — Thu, 19 Jun 2025 15:50:17 GMT

EE say the hardware is fine and have repeatedly tried to blame my home network even tho I work with them and removed some bottlenecks on the ports .

I have raised many many complaints and in the end they get closed down as the issue is considered closed as I have a working broadband orin the case of the contract they have a reason for the excessive charge.

.I was supposed to have a phone call to discuss my dissatisfaction and received a pre call to set a time and date - no-one called , I sat and waited , and I then received a email saying EE could not get hold of me - not correct .

To be honest I have given up and like I said will move on when my contract expires. Sky are desperate for me to move to them and are continually making good offers when I renew my TV and mobile , but I have a long way to go on my EE contract when I mention this the offer disappears .

21 years now with BT sad that it has come to this .Customer loyalty does not matter at all to EE .

Re: Hub reboot issues

WillKirk — Thu, 19 Jun 2025 16:50:21 GMT

I’d try for the power angle. See if you can get a power adapter with a higher amperage. If things plugged in makes it not work properly, perhaps it is being underpowered. The Smart Hub Plus needs more amps than the BT Smart Hub 2.

I am also in IT, in networking with over 25 years experience, and so I can agree - what they have said is a load of b_________ks.

However, I have had my customers experience routers underpowered on their own power adapters. (In that case 4G dongles knocked it over as sucking too much power). Higher capacity power supply solved the issue.

Also, don’t use power extensions if possible. Could result in issues if not all okay with the extension.

Re: Hub reboot issues

runcornboy0611 — Thu, 19 Jun 2025 17:08:06 GMT

Thank will look round for one .

It’s very frustrating when you know what you are talking about and they are just fobbing you off with excuses .

I can imagine if I (and you) had treated our users like that we would not last long at all . Luckily I have been retired for a while now .

Re: Hub reboot issues

runcornboy0611 — Tue, 24 Jun 2025 10:07:08 GMT

Just to update you in the seven days since we had a power cut , which prompted my post , the broadband has dropped twice in the early hours and reconnected.

When I last reported this to EE they came back with the “learning” explanation, which , like you , I thought should not happen with fibre but was aware it did happen with the old copper line connections ie pre fibre .

Re: Hub reboot issues

humeka — Wed, 20 Aug 2025 13:09:34 GMT

Not sure of your networking IT experience 50 years ago , I think IBM teletypes were the best available then and KDF9 flexi writers .. I;m an old graduate Computer Science in 1972 ... Before an SNA and network specialist and remember Async,BiSync and XON/XOFF/Circle C , Circle D protocols.... Are you sure your other network devices are screwing up IP routing ??? I know issues with RIP, IGRP , EIGRP , OSPF with routing tables would be problematic and the EE router will protect the network.