topic Re: Full Fiber Zero Upload in Broadband & Landline

Full Fiber Zero Upload

Poepox — Sun, 28 Jun 2026 01:37:11 GMT

This is a recurring intermittent issue I've been having with my full fibre broadband for the past month. I've contacted EE support twice, and they told me it's an issue with my wifi despite telling them multiple times it happens regardless of using wifi or Ethernet. Here is what a basic speed rest gives me.

And here is a basic tracert:

This were both done via an ethernet connection to my PC. The issue began the day after a severe thunderstorm and has basically rendered my broadband connection useless.

When I contact support they just keep telling me their diagnostic tools don't detect any errors, but clearly there is something wrong. It's quite frustrating to be paying £80 a month for a connection I basically can't use. I will try to contact support again in the morning but I'm currently at my wits end and seeking help resolving this issue or if someone could shed some light on a potential fix.

Re: Full Fiber Zero Upload

Northerner — Sun, 28 Jun 2026 06:26:10 GMT

Hi @Poepox

Which router do you own and can you try a different router (if you have one).

Thanks

Re: Full Fiber Zero Upload

JimM11 — Sun, 28 Jun 2026 07:31:00 GMT

@Poepox Nothing wrong with your tracert at all, your ookla have you tried another path to see, also do a another as linked below and post the linked reply for it not a camera picture.

https://www.thinkbroadband.com/speedtest

https://www.thinkbroadband.com/speedtest/1782631725366550355

Re: Full Fiber Zero Upload

JimM11 — Sun, 28 Jun 2026 07:44:38 GMT

@Poepox And typical for tracert, i have hidden my IP so you are aware.

C:\Windows\System32>tracert google.com

Tracing route to google.com [2a00:1450:4009:c08::8b]
over a maximum of 30 hops:

1 4 ms 3 ms 11 ms 2a0a:ef40:xxxx:xxxx:xxxx:xxxx:xxxx:1
2 10 ms 7 ms 8 ms 2a0a:ef40:ffff:16::1
3 24 ms 18 ms 18 ms 2a0a:ef40:fffe:505::2
4 * * * Request timed out.
5 24 ms 21 ms 20 ms 2001:4860:0:1::4b4b
6 22 ms 22 ms 23 ms 2001:4860:0:1::9924
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 23 ms 23 ms 22 ms lclhrb-in-f139.1e100.net [2a00:1450:4009:c08::8b]

Trace complete.

C:\Windows\System32>

Edit:- If you have not tried so would power also off both your ONT and the EE Hub if that is what you are using, at least 10 minutes, start the ONT first when it is fully up again on all green, then restart your hub.....

https://whatismyipaddress.com will show you any before/after changes if your wan connection has been changed, so do that and either record or screen capture to see Pre/Post result's.

Re: Full Fiber Zero Upload

JimM11 — Sun, 28 Jun 2026 07:52:42 GMT

@Poepox Also run an ip4 version so we can see that you don't have an iPv6 issue.

C:\Windows\System32>tracert -4 google.com

Tracing route to google.com [142.251.30.113]
over a maximum of 30 hops:

1 7 ms 4 ms 4 ms ZenWiFi_XT8-BBD0 [192.168.xx.x]
2 8 ms 11 ms 8 ms 90.247.128.1
3 21 ms 18 ms 23 ms 63.130.172.33
4 21 ms 22 ms 22 ms 212.229.88.198
5 21 ms 21 ms 22 ms 142.251.55.9
6 25 ms 24 ms 22 ms 172.253.177.36
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 21 ms 21 ms 26 ms sv-in-f113.1e100.net [142.251.30.113]

Trace complete.

C:\Windows\System32>

Re: Full Fiber Zero Upload

JimM11 — Sun, 28 Jun 2026 08:13:34 GMT

@Poepox Guilford OOKLA does look to be ok server wise. Linked below.

https://www.speedtest.net/result/19365939833

Re: Full Fiber Zero Upload

XRaySpeX — Sun, 28 Jun 2026 13:45:01 GMT

Have you run the speed test in the EE app? That will not only measure the raw BB connection speeds you are getting at the router as well as speeds to the device from which you are testing.

Re: Full Fiber Zero Upload

Poepox — Sun, 28 Jun 2026 15:09:07 GMT

EE SMARTHUB V6. I think I have an old tp-link hub stored away somewhere. I'd have to find it first.

Re: Full Fiber Zero Upload

Poepox — Sun, 28 Jun 2026 15:12:29 GMT

I've had usable internet back briefly again, but dropped off again to the point where the speedtest website won't even load, though tracert still possible. Doing ip4 tracert provided similar results as before.

I've restarted the ONT and Router before on the advice of EE support but they said for only 5 minutes so I'll try for 10 minutes now as I can't use the internet anyway. (Currently using 5g on phone).

Re: Full Fiber Zero Upload

Poepox — Sun, 28 Jun 2026 15:13:52 GMT

I have the app on my phone so I'll give it a try soon, the reason for using the other speedtest was just to prove it wasn't the wifi, which I would be forced to use on phone.

Re: Full Fiber Zero Upload

Poepox — Sun, 28 Jun 2026 15:54:52 GMT

Update: restarted ONT and the router as instructed for 10 minutes. Afterwards no internet at all, so phoned EE support again and they detected a fault this time.

They will be sending out a new router, and hopefully that fixes the issue. Fingers crossed...

I'll update again if it works or not.

Re: Full Fiber Zero Upload

JimM11 — Sun, 28 Jun 2026 16:22:51 GMT

@Poepox Not sure if you have or not been aware that the EE Smart Hub 6+ range off hubs has been going through a FW update from May onwards, if not can you say that please!

The fact longer time off is not that significant, it just allows the EE Hub to get fully decade power wise so when it get's powered again it's going from zero upwards, there may or may not be that much wrong with it and would have been good if you had indicated what happened when it all rebooted, ie got to full Aqua state looked good but just would not play ball with anything, trying not to get you waiting day's then the new Hub throws it's hands up also.....

Dig your old Tp-Link out and get it on the connection at least prove your Fibre and the ONT are up and working.

Not sure how long you have had that EE Hub, a while back there was a bad batch off PSU units, NOTHING at all wrong with the EE Hub's the fault showed in a very specific and diagnosed way, it's one thing to keep in mind, not sure if it was tied to a particular batch etc but the easy is USE the same hub and Swap out the PSU with the new one, you seem to have a good handle on what you are doing so would spot the fault easily....

EE Hub firmware versions - The EE Community

Re: Full Fiber Zero Upload

Poepox — Sun, 28 Jun 2026 17:20:43 GMT

They actually did send out a new PSU for this unit back in March so in swapped to the one I sent. Also the internet is still dead even though the router displays aqua/turquoise state, as I didn't rush any step of the proccess. Left in 20 mins before I contacted support.

I can try the TP link one tonight.

Most errors I get while trying to do anything are DNS errors, wether browsing, games or anything else.

Re: Full Fiber Zero Upload

JimM11 — Sun, 28 Jun 2026 17:27:56 GMT

@Poepox Then what about the Update to the FW is that done on the unit, the EE Hub has been highly unstable from the 25/05 this year! Tp is the way to go, that will prove the Fibre/ONT stability.

Firmware version: r4.26.3

Deployment date: From June 2026

Hub Type: SH30A, SH31B, SH32B

Release notes:

Fix - Intermittent 2.4GHz connectivity

Firmware version: r4.26.1

Deployment date: From April 2026

Hub Type: SH30A, SH31B, SH32B

Release notes:

Platform updates & security patches
Improved WiFi stability/performance
New - Digital Voice Contacts backup/export
New - IPv6 DNS
New - EE WiFi-Auto
Fix - Microsoft Teams/UDP issues in some situations
Fix - Pixelation/IPC6023 errors in some situations when viewing subscription EETV channels
Fix - Ethernet/wired devices taking a long time to establish connection