topic Re: pages with images slow to load in Broadband & Landline

pages with images slow to load

davidwf15 — Fri, 14 Nov 2025 17:20:10 GMT

Been a customer of BT for many years, now moved over to ee due to the better pricing package offered, we have FTTC with 36 meg down / 6 up
Since moving over a few months ago I have noticed a considerable delay loading pages with lots of images from, say, Amazon, ebay and the like.....the roundel sits there spinning sometimes for over 30 sec before the images and page load completes, sometimes it never does.

We have both gigabit CAT7 ethernet and BT mesh wifi and use of a laptop and PC and it is the same on all combinations of equipment and connection

I re-connected an old BT smarthub 2 that I had and the problem immediately disappeared, re-connected the ee smart hub 3 and it returned.....proof enough to me that there is a problem with it, I have factory reset it to no avail

Added to this, if I connect using the 4 ethernet ports on the router to a smart TV, hard disc recorder, PC and NAS then we simultaneously noticed that the TV cannot access the photos on the NAS (it MAY do after several attempts, or may not), If I connect a (Netgear 5 port) ethernet switch to any port on the router and use the other ports on the switch to connect to my equipment it all works perfectly......with the old BT hub in place, it all works OK using the rear ethernet ports so I am at a loss as to what is happening

Ideas appreciated

Re: pages with images slow to load

JimM11 — Fri, 14 Nov 2025 18:10:34 GMT

@davidwf15 The Ethernet port connections have never worked fully functional since the plus and advised is to put a switch in between until EE get round to it if ever, the BT Smarthub2 just use it as your Router, at least you will get more HP out off it than what you have currently if nothing else you require to use app wise not covered by for that plus.

Re: pages with images slow to load

davidwf15 — Fri, 14 Nov 2025 18:14:50 GMT

oh dear, that doesnt sound at all good.....so, after signing up to ee I am sold a router with known defects.....hmmm

do you have any details I could hit them with....dont worry I will not include your details

Re: pages with images slow to load

XRaySpeX — Fri, 14 Nov 2025 19:04:06 GMT

@davidwf15 wrote:
re-connected the ee smart hub 3

No such beast! Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

Re: pages with images slow to load

davidwf15 — Fri, 14 Nov 2025 19:35:13 GMT

My apologies, it is a SH30A, new a couple of months ago

Wifi turned off in the ee router, I am using my existing MESH network comprising 3 x BT discs all connected via ethernet cables

Re: pages with images slow to load

JimM11 — Fri, 14 Nov 2025 19:49:48 GMT

@davidwf15 You can hit them with whatever you like, it's not going to make one blind bit of difference 18months later do you think that makes any difference, chocolate teapot with a chocolate fireguard!

Going to be interesting when your pictures clear for viewing, if using a BT Whole home network with issues, or trying to use the BT Complete smart wi-fi in a mesh!

Re: pages with images slow to load

XRaySpeX — Fri, 14 Nov 2025 20:42:08 GMT

@davidwf15 wrote:
comprising 3 x BT discs

Which, I presume, are the white BT Whole Home WiFi discs & not the black BT Complete WiFi discs that won't work with the EE SH+.

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

When you are using the BT SH2 what does it report as the Speeds, Attenuations & Noise Margins (or SNRMs)?

Re: pages with images slow to load

davidwf15 — Fri, 14 Nov 2025 20:37:41 GMT

Yes indeed the white ones, all cabled

Re: pages with images slow to load

JimM11 — Fri, 14 Nov 2025 21:44:47 GMT

@davidwf15 You may wish to check information on the Forum off user's posting's where the whole home wi-fi was problematic connected to the EE Smarthub+ Router and only moving to the smart wireless for the Plus fixed the issue. If you are finding the mesh is working ok then just ignore!

Re: pages with images slow to load

Profile closed — Fri, 14 Nov 2025 22:49:58 GMT

would you be kind enough to advise how I do that

thanks

Re: pages with images slow to load

Profile closed — Fri, 14 Nov 2025 22:51:03 GMT

36 down, 6 up, SNR around 3 & 6 respectively...pretty much steady for over 8 years!

Re: pages with images slow to load

davidwf15 — Sat, 15 Nov 2025 13:19:27 GMT

just spent an hour with ee on chat ......which can only be done via their app...........he wanted to see a video of my master socket, the cabling and the router connections....god only knows why as I made it quite clear that it worked perfectly well with the BT HH2....

he then concluded that there are major outages with some of the hubs that is affecting apps such as TEAMS and that could also be causing my issue.....all despite assuring him that it had been ongoing for several weeks!
he then somewhat reluctantly raised a complaint but I cant see how that will help
bottom line.....just use the BT HH2 that you bought and paid for (🙂) until we find a solution !!!!!

I have just received an update from the engineers. They said that during the time of manufacturing of a certain lot of hubs, some got the old software or DNS settings in them. As a result those hubs are creating outages. Our Networking team is working remotely to roll over the new software version. Once it is done, the update will be published over the EE community page. Soon you will receive a follow-up text as well. If you can please reply to the complaint text with "HELP," one of our teams will get back in touch with you. They'll be able to review your complaint notes to understand what exactly you were looking for and why this complaint had to be raised in the first place.

At the moment, since our engineers are working at the moment so we are unaware that which hub has the old version software. So our engineers will remotely update the software on your EE hub. Once the issue has been fixed it will be published on our community page and then you can use the EE hub back again.

I asked for a replacement hub but it seems they cant be sure (cant be **bleep**d 🙄) to check the build software would be OK so I just have to wait and keep checking on the ee community page.....that, is not good customer service!

Re: pages with images slow to load

XRaySpeX — Sat, 15 Nov 2025 13:27:18 GMT

@davidwf15 wrote:
Once it is done, the update will be published over the EE community page.

Never has before!

Re: pages with images slow to load

davidwf15 — Sat, 15 Nov 2025 13:29:42 GMT

indeed.....and the SH30A isnt even listed on that page

Re: pages with images slow to load

XRaySpeX — Sat, 15 Nov 2025 13:31:53 GMT

On which page?

Re: pages with images slow to load

JimM11 — Sat, 15 Nov 2025 13:37:34 GMT

@davidwf15 That is called 100% blowing smoke up your place and to get rid off you from the call! Complaint raised and closed as EE don't want or need any, makes them look bad, you guess that even works ! You should see the model here!

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Re: pages with images slow to load

davidwf15 — Sat, 15 Nov 2025 13:35:04 GMT

What I presume is the firmware page.....

https://community.ee.co.uk/t5/forums/searchpage/tab/message?advanced=false&allow_punctuation=false&q=SH30A%20firmware

Re: pages with images slow to load

XRaySpeX — Sat, 15 Nov 2025 13:58:52 GMT

Any mention of f/ware versions on this Community is reported by its users. I haven't seen any specifically for the SH30A but presume its as for the SH+ as in Smart Hub Plus SH31B Router Firmware changelog. Try searching for your version "1531355" instead.

The variants of Smart Hub Plus are SH30A,SH31B & SH32B, whose diffs are:

SH30A: DSL & Full Fibre, 1 Gig WAN port.
SH31B: DSL & Full Fibre, 2.5 Gig WAN port.
SH32B: Full Fibre only, 2.5 Gig WAN port.

Re: pages with images slow to load

JimM11 — Sat, 15 Nov 2025 14:04:08 GMT

@davidwf15 FW history Plus/Pro covered both!

SH30A/SH31B/SH32B

FW: r1.35.0-R-1138091-PROD-83002 and the gui is at App version: 1.13.1.
FW: r2.68.11-R-1260390-PROD-83002
FW: r2.68.12-R-1270837-PROD-83002 and the gui is at App version 2.36.4. 09/01/2025
FW: r2.68.16-R-1296172-PROD-83002 and the gui is at App version 2.36.4. 31/01/2025
FW: r2.68.17-R-1303190-PROD-83002 and the gui is at App version 2.36.4. 14/02/2025
FW: r2.68.18-R-1303195-PROD-83002 and the gui is at App version 2.36.4. 11/02/2025
FW: r2.72.2-R-1302577-PROD-83002 and the gui is at App version 2.36.9. 11/04/2025
FW: r2.72.3-R-1302579-PROD-83002 and the gui is at App version 2.36.9. 11/04/2025
FW: r3.8.11-R-1414606-PROD-83002 and the gui is at App version 2.36.9. 23/06/2025
FW: r3.8.17-R-1464067-PROD-83002 and the gui is at App version 3.1.3 03/09/2025 Https:// now!
FW: r3.8.24-R-1531355-PROD-83002 and the gui is at App version 3.1.3. 10/10/2025 Now https://

Pro

FW: r2.49.5-R-1094775-PROD-1 and the gui is at App version 2.22.6. Looks like OOB
FW: r2.64.2-R-1210501-PROD-1 and the gui is at App version 2.34.2.
FW: r2.64.3-R-1213091-PROD-1 and the gui is at App version 2.34.2. 06/12/2024
FW: r2.64.5-R-1298597-PROD-1 and the gui is at App version 2.34.2. 04/02/2025
FW: r2.64.6-R-1303886-PROD-1 and the gui is at App version 2.34.2. Unknown not released in the wild.SW40J WiFi Extender?
FW: r2.64.7-R-1303938-PROD-1 and the gui is at App version 2.34.2. 07/02/2025
FW: r3.8.24-R-1531355-PROD-1 and the gui is at App version 3.1.3. 17/09/2025 Now https://

Re: pages with images slow to load

XRaySpeX — Sat, 15 Nov 2025 14:17:04 GMT

@JimM11 : Why not publish that in its own thread as an up-to-date Router Firmware Changelog?