topic Re: Internet unstable since upgrading + slower than it should be in Broadband & Landline

Internet unstable since upgrading + slower than it should be

allyfd — Sat, 11 Apr 2026 22:10:49 GMT

Upgraded from the 500Mb package to 900Mb, and since then the internet has been unstable.

Previously had the same issue when on the 500Mb package, we were sent a new router which didn't fix it but phone supprt fixed it by changing us to a different profile which went a bit slower but was more stable and better response times.

The internet is constantly lagging, and ping on video games goes from 20ms to over 1000ms, sometimes full disconnects. This is making them unplayable.

Streaming services randomly start buffering. Sites stop loading or time out. This is happening across multiple devices including 2 PCs connected via ethernet, a laptop, 2 phones, and 2 smart TVs.

We use a 3rd party router because after trying 2 different EE Smart hubs we couldn't get a signal in most rooms. So we swapped to a 3rd party one that does give a consistent strong signal throughout the house. On the 3rd party router prior to upgrading we got 500Mbps down and 50-60 up. Since upgrading we get 530Mbs down and 100Mbps up via ethernet which is slower download than expected.

Plugged the EE Smart Hub back in earlier as requested by phone support, speed was 200Mbs max and constantly disconnected, it was much worse than the 3rd party. They said they can't do anything to help us until they send out a new EE Smart Hub and have us use it for a week because there's no data to back up what I'm reporting.

I asked if they could change us to an alternative profile that has better response times, but the man I was talking to didn't understand what I meant. After explaining they said they cannot do anything unless I use your router for at least a week. When all I would like is to be moved to a stable profile. I really tried to use the EE Smart Hub, but it was constantly disconnecting, nothing was playable, websites not loading half the time. WiFi calling was also really laggy and poor quality. We have no EE phone signal indoors and rely on WiFi calling.

Presuming its the same model router, a new router from you just means I'm back to no signal in most of the house (so also no WiFi calling signal in those areas) and if the issue doesn't resolve I'm now stuck with unstable internet for another 1.5 weeks+.

Can anyone here help switch me to a more stable profile, please?

Re: Internet unstable since upgrading + slower than it should be

JimM11 — Sun, 12 Apr 2026 07:16:28 GMT

@allyfd What is it that you are trying to do, there is NO profile switching at all with a FF full fibre connection, yes the EE Hub may not perform as expected and that may also be totally down to placement within the home, and then your reduced wifi signal does become an issue. EE are correct without there hub connected to the Fibre they will not be able to use the Home View+ test software to see what is going on, if you need them to check then you have to stick it back on the connection.

If speed related issue's is the complaint, then you need to have the ground zero condition check first, that is all wifi devices turned off, and a direct Ethernet connection with a device that is fully capable of doing a speed test, you should expect to get the full 900/110Mb/s speed range, as for wireless and if you are on the newer system from EE, your app is working then that speed test shows two set's off values, the speed to your hub and the speed onward to your device, but it is all wireless wifi so possible issues unless you are close and the wifi is quite in operation!

Re: Internet unstable since upgrading + slower than it should be

JimM11 — Sun, 12 Apr 2026 08:11:05 GMT

@allyfd Here is the link to the current EE Hub's, and the one you mention on the opening post would be the wifi 5 version...

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

Linked speed test, ALL devices on and working wireless/wired etc, but the connection is only a FF500 out.

https://www.speedtest.net/my-result/d/8bc3d881-ae17-4a6f-a5f3-3bc273e46b75

Re: Internet unstable since upgrading + slower than it should be

allyfd — Sun, 12 Apr 2026 09:13:11 GMT

I am trying to get back to having a stable internet conneciton that that I had prior to upgrading from one FF package, to another. An issue that was previously fixed and came back the instant I upgraded.

If there is no profile switching, how were they able to do that before? They were the ones who suggested it before, not me. They said they could swap me to one that should be more stable but slower, I said yes and and that resolved the connection lagging and disconnecting.

Speed is not the main complaint, it not increasing much is annoying but it isn't my priority. Getting internet that stays connected and doesn't have latency issues, is.

Both PCs are connected via ethernet. Speed tests were done on multiple devices, which are directly next to the router. The EE Hub having a poor signal didn't influence the tests done with the EE hub connected, as it was done via Ethernet.

But when it comes to WiFi signal quality, both the EE Hub, and the 3rd party router are placed in exactly the same place. Same settings - both WiFi 6. One has full signal throughout the entire house, one only works in 2 rooms downstairs. WiFi quality is not part of the complaint, just irritating that I am now stuck using a router that doesn't work in most of my house. When this issue happened before I wasn't required to do this.

Re: Internet unstable since upgrading + slower than it should be

allyfd — Sun, 12 Apr 2026 09:22:24 GMT

No, the one I mention is the WiFi 6 router. Sorry I didn't write out the full name.

I have had two Smart Hub 6 Plus routers from EE so far that both have the same signal issues. Yet placed in exactly the same the 3rd party router is fine. But signal issues on that router are not my main concern here, I'm not asking for that to be fixed.

I'm asking to have the connection issues that was previously resolved, resolved again. No one had to come out. No new router worked. They changed something which they referred to as profile switching at their end and it resolved completely.

Re: Internet unstable since upgrading + slower than it should be

JimM11 — Sun, 12 Apr 2026 09:47:31 GMT

@allyfd That would be your profile from the FF500 to the FF900 as you requested, then for EE to do so can be quick or a couple day's later, but it does look like something has happened as you put the Upload speed a lot higher at the 100Mb/s.

Is your third party router when connected and in use direct on the ONT, or are you using it with the EE Plus version on the wan connection with the wireless switched off.

May be worth switching your ONT and the Hub off for 5 minutes to be sure everything has been done, then speed testing again once it is all up and connected.

Re: Internet unstable since upgrading + slower than it should be

allyfd — Sun, 12 Apr 2026 10:01:02 GMT

Only one device is currently connected, my PC via ethernet with the EE router. I confirmed nothing is running in the background but Chrome for the EE website. It took multiple attempts to do the test as the internet dropped out a few times, and taken me multiple attempts to post this.

https://www.speedtest.net/result/19069211699

2nd test, internet showed as being offline, came back up. Upload is fine, download isn't: https://www.speedtest.net/result/19069277092

But then there's this issue, the latenacy variation. I pinged Google, looks fine and as expected. 10-15 minute later, sites aren't loading so I ping again to check if there's any response, can't connect. Then when sites are loading, I pinged again, 238ms average.

https://www.pasteboard.co/DTcqZ0xPxV6v.png

https://www.pasteboard.co/d3Aqn35Win41.png

The issue I had before was, EE couldn't see this even when I used their router. So I have doubts they'll see it again. Been trying to find a latency monitor but the internet disconnects whenever I try.

Is there any you know of that you could recommend? Thanks for taking the time to help.

Re: Internet unstable since upgrading + slower than it should be

JimM11 — Sun, 12 Apr 2026 10:45:04 GMT

@allyfd Have a look at winmtr it may work for you, and you can keep it running to see what is going on. Runs from the command prompt via the PC with admin as best use! v092 is the latest on it.

Do a ping google.com -n 600 for a 10 minute run.

You don't per chance have sky Q connected on one off the Ethernet ports also?

When you say the Internet disconnect's are you seeing anything on the EE hub, ie going from Aqua to orange etc. Going to assume you are aware off the Ethernet port/wireless wifi connection but only when the device first connects delayed connection with the EE Smart Hub 6 Plus that you are using. Once connected it was rock solid. Have you every seen higher than the 500Mb/s download speed, and is your app working to show you the dual speed test also?

Results off a 60 second ping test as below.

Ping statistics for 2a00:1450:4009:c0b::65:
Packets: Sent = 60, Received = 60, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 16ms, Maximum = 24ms, Average = 17ms

Re: Internet unstable since upgrading + slower than it should be

allyfd — Sun, 12 Apr 2026 14:03:56 GMT

I only just changed to FF 900. The issue with the FF500 was last year, and was resolved when they told me they'd change me to a different profile which would go slower but be more stable but I was still on ff500

I swapped to FF900 beginning of April and the issue came back when the upgrade went through.

Both routers go direct to the ONT. Switched the ONT off a few times and left them off for 10-15 mins

Re: Internet unstable since upgrading + slower than it should be

JimM11 — Sun, 12 Apr 2026 14:48:41 GMT

@allyfd Contact EE CS and have them do whatever it was as before, i have FF500 and now on the third ISP, there is NOTHING special that get's done with mine for sure, so have no idea what would be getting applied in any way shape or format to anything that you have.