topic Re: Packet loss started a few weeks after upgrade in Broadband & Landline

Packet loss started a few weeks after upgrade

EEuser3030 — Mon, 19 Oct 2026 13:13:06 GMT

I have recently got an EE Smarthub 7+ and full fibre broadband. Everything been mainly ok with high speeds.

Yesterday started getting glitchy tv pictures on internet channels. Using ping shows packet loss. Working from home on video calls very difficult.

Spent an hour on phone to EE, they think all ok and won't listen about packet loss, only talk about wifi extenders which i don't see would help a wired connection that loses packets.

Asked to wait a week to collect data which is unacceptable.

Any suggestions? Thinking must be a problem with hub or beyond??

Re: Packet loss started a few weeks after upgrade

JimM11 — Mon, 19 Oct 2026 13:30:22 GMT

@EEuser3030 Run the packet loss test EXACTLY with the parameters you see, but you can extend the time if you wish for a longer test, max is 3 minutes. Wireless wifi is just not the greatest for doing anything so do keep that in mind also.

Re: 1.6Gb keeps fluctuating between 0 and 1500Mbps - The EE Community

Re: Packet loss started a few weeks after upgrade

EEuser3030 — Mon, 19 Oct 2026 13:40:58 GMT

Re: Packet loss started a few weeks after upgrade

JimM11 — Mon, 19 Oct 2026 13:43:13 GMT

@EEuser3030 Once your posted picture is approved and cleared for general viewing will take a look.

Re: Packet loss started a few weeks after upgrade

EEuser3030 — Mon, 19 Oct 2026 13:44:44 GMT

Thanks for your help. This is a wifi connection but the same symptoms are on wired. I can measure that later if its helpful.

Re: Packet loss started a few weeks after upgrade

XRaySpeX — Mon, 19 Oct 2026 13:44:58 GMT

Don't worry, the images were awaiting approval. I have now done so & they should appear soon.

Re: Packet loss started a few weeks after upgrade

JimM11 — Mon, 19 Oct 2026 13:49:11 GMT

@EEuser3030 As long as your wired is the same then you have a HUGE problem, best pare it back to just one Ethernet device and ALL Wireless wifi off, have never seen such a poor like yours. Have a quick look at your FW as just started update appearing the other day also.

FW: r4.27.1-R-1862254-PROD-84001 and the gui is at App version 3.14.5 13/07/2026
FW: r5.21.1-R-2045935-PROD-84001 and the gui is at App Version 3.17.5 15/10/2026

Re: Packet loss started a few weeks after upgrade

EEuser3030 — Mon, 19 Oct 2026 13:49:13 GMT

might have been a particular blip. should i run over a longer time?

Re: Packet loss started a few weeks after upgrade

EEuser3030 — Mon, 19 Oct 2026 13:52:19 GMT

This is wifi again. Will need to wait till not working to pare back.

In general, what do I do with these results? How do I get EE to actually look at them? There seemed to be zero interest from their side on packet loss.

Re: Packet loss started a few weeks after upgrade

JimM11 — Mon, 19 Oct 2026 14:04:29 GMT

@EEuser3030 As long as you looked, selected as per the setup that is why all the images are posted, wired is a lot better than wifi.

See attached when cleared. Wireless wifi connected.

Re: Packet loss started a few weeks after upgrade

EEuser3030 — Mon, 19 Oct 2026 14:21:24 GMT

Firmware doesn't show as being updated: r5.21.1-R-2045935-PROD-84001

Re: Packet loss started a few weeks after upgrade

JimM11 — Mon, 19 Oct 2026 14:24:07 GMT

@EEuser3030 That is the update if what you have posted is yours.

Re: Packet loss started a few weeks after upgrade

EEuser3030 — Mon, 19 Oct 2026 14:25:47 GMT

Is there a potential problem with this version?

Any suggestions on how to process with EE?

Re: Packet loss started a few weeks after upgrade

JimM11 — Mon, 19 Oct 2026 14:33:22 GMT

@EEuser3030 Sorry have no idea what you are asking, first thing EE will ask you to do is a Factory reset off the EE Hub, do you know how to do and what is involved for potential losses etc. FW although updated first posted was the 15th Oct but it all could have been earlier, as the FW pinned posting.

Re: Packet loss started a few weeks after upgrade

EEuser3030 — Mon, 19 Oct 2026 14:35:19 GMT

I had an hour long call with EE at lunch, did factory resets on everything, power reset etc. They couldn't see anything wrong - talked about packet loss but they were not interested.

How can I get EE to acknowledge or do anything about my problem?

Re: Packet loss started a few weeks after upgrade

JimM11 — Mon, 19 Oct 2026 14:39:56 GMT

@EEuser3030 Until you pare it all back one wired test and one wireless then go onwards, could be anything on your network from a dodgy extender, your mobile butting in and hanging the EE hub up etc etc. There is no doubt you have packet loss that is what the test is showing you, even if i goto Australia i have NO packet loss but they are all delayed as to be expected.

Re: Packet loss started a few weeks after upgrade

EEuser3030 — Mon, 19 Oct 2026 14:40:01 GMT

Thank you. I'll do that test tonight as you suggest.