topic Re: Smart Hub Plus SH31B firmware observations in Broadband & Landline

Smart Hub Plus SH31B firmware observations

juiceof2limes — Sun, 26 Nov 2023 11:14:31 GMT

Moving over from BT to EE and have had one of the new Smart Hub Plus routers sent to me.
Swamped the BT router out for the new EE one. Using as primary routet only because of Digital Voice/ EE equivalent etc.

Some observations with the latest firmware (r1.21.0-R-910349-PROD-83002);

Prior to it updating itself with latest firmware, I saw Dynamic DDNS option under Advanced, Broadband. That is now gone.

I have WIFI/DHCP server turned off because I have a secondary ASUS router doing the real work. Every time the firmware updates, it turns WIFI / DHCP back on. This needs to be fixed as I decided how I want it setup, not EE.

Under Phone and Contacts, you can import a VCF file from a previous hub, but there is NO option to export your contacts. So effectively if you hub is replaced for whatever reason, you loose any contacts you have added to phones. This is another flaw that needs to be fixed in the firmware.

The technical log hardly has any details in it. I know my the hub went down overnight for yet another firmware update (because of WIFI/DHCP issue mentioned above). However there is nothing in the log to mention this. In fact is just has the 5 entries from when I powered it off/back on the previous day. It's set on DEBUG/ALL so there should be a ton of info. So again looking like another flaw in the firmware.

And why is it so slow to move around the settings!

The old BT Smart Hub 2 is far better than this EE Smart Hub which should of been a step up.

I am probably whinging to the wrong crowd, as I doubt anyone of the EE Technical side would see this.

Re: Smart Hub Plus SH31B firmware observations

bobpullen — Mon, 27 Nov 2023 12:23:29 GMT

Some good feedback here.

Prior to it updating itself with latest firmware, I saw Dynamic DDNS option under Advanced, Broadband. That is now gone.

DDNS isn't currently supported but the fact it was visible in the pre-upgrade build gives me hope it will return at some point. In the interim, if you need a DDNS solution, and there's a device on your network that's online 24/7, then you can probably use some client software to do the updates.

I have WIFI/DHCP server turned off because I have a secondary ASUS router doing the real work. Every time the firmware updates, it turns WIFI / DHCP back on. This needs to be fixed as I decided how I want it setup, not EE.

I'm suffering the same problem, see here.

Under Phone and Contacts, you can import a VCF file from a previous hub, but there is NO option to export your contacts. So effectively if you hub is replaced for whatever reason, you loose any contacts you have added to phones. This is another flaw that needs to be fixed in the firmware.
The technical log hardly has any details in it. I know my the hub went down overnight for yet another firmware update (because of WIFI/DHCP issue mentioned above). However there is nothing in the log to mention this. In fact is just has the 5 entries from when I powered it off/back on the previous day. It's set on DEBUG/ALL so there should be a ton of info. So again looking like another flaw in the firmware.

I understand that these two have been acknowledged as areas for improvement too.

The old BT Smart Hub 2 is far better than this EE Smart Hub which should of been a step up.

I'd say the inverse is the case in terms of actual performance though. My personal experience of the Smart Hub Plus is that it's a significantly more capable device from a Wi-Fi perspective.

Re: Smart Hub Plus SH31B firmware observations

juiceof2limes — Mon, 27 Nov 2023 12:37:04 GMT

Thanks for taking the time to reply. Good to know I am not alone in spotting these minor niggles. Lets hope that in the not to distant future given that more people will be using the SH+ that these fixes get applied.

Agree with what your saying re WI-FI on the unit but as I already have a decent WI-FI setup, didn't want to change that. I just need to check now and then and if another firmware update comes through to switch WI-FI off again on the SH+ along with DHCP.

Re: Smart Hub Plus SH31B firmware observations

XRaySpeX — Mon, 27 Nov 2023 12:56:00 GMT

Yes, I find it surprising & disconcerting that functionality on the SH+ just disappears so quickly with firmware updates. Another simple obvious function to disappear is Save & Restore. I saw it when I 1st accessed my SH+. By the time I had configured my settings to my liking & was ready to Save them it had gone 😞 !

Don't be surprised if something like Guest Network goes soon. It's too good a function for such a dumbed-down router 😉 .

Re: Smart Hub Plus SH31B firmware observations

juiceof2limes — Mon, 27 Nov 2023 13:03:59 GMT

Ah that's a very good point re Save & Restore, I forgot to mention that. I noticed it there on first boot up and then it promptly went post a firmware upgrade. Thought firmware was supposed to fix and enhance not downgrade 😁

I would swap it out if it wasn't for Digital Home Phone/Digital voice. In hindsight, perhaps I should of ported the number. I know you couldn't do that easily with BT without termination of Broadband. Not sure if that is the case with EE as they are still subsidiary of BT. Something to ponder on and look into at some point.

Re: Smart Hub Plus SH31B firmware observations

garywood84 — Wed, 06 Dec 2023 22:50:46 GMT

I'm also affected by some of those issues, including the lack of DDNS.

But one other issue is that my BT Advanced Digital Phones with Alexa no longer work with Alexa. Trying to access the Alexa function results in a message "Alexa is unavailable".

Re: Smart Hub Plus SH31B firmware observations

huggons — Tue, 19 Dec 2023 22:38:54 GMT

My SH+ updated from
EE r1.21.1-R-910349 to
EE r1.21.1-R-940596 today. The update changed my WiFi setting from fixed channel 6 on 2.4 GHz, to smart WiFi. Anyone else having unwanted saved settings changed by updates?

Re: Smart Hub Plus SH31B firmware observations

juiceof2limes — Tue, 19 Dec 2023 23:23:07 GMT

Just checked and I've also been updated to the new version. I have the SH+ WIFI turned off but that is now back on again frustratingly. Wish they would leave settings as set by the end user!

Re: Smart Hub Plus SH31B firmware observations

huggons — Wed, 20 Dec 2023 13:07:57 GMT

Telephoned EE tech support, but they couldn't grasp the issue.

Re: Smart Hub Plus SH31B firmware observations

Gonz2 — Wed, 10 Jan 2024 22:26:33 GMT

Reading this with interest, and firstly I am not technical. Had nothing but issues with drop outs on new smart hub plus and 3 boosters, had same set up with Bt hub 2 and discs placed in same spaces and to me the new hardware is terrible. Is there something I should be looking at that could improve this? Speed is great, but never had drop outs on zoom/teams like this before.

Re: Smart Hub Plus SH31B firmware observations

SteveinIoW — Thu, 11 Jan 2024 21:49:45 GMT

I have also just hit this lack of DDNS in the SH31B Hub. Its almost unbelievable and extremely frustrationg that this functionality is not there. The DDNS settings option was visible at the initial power up ...however its now its gone following a firmware 'upgrade'!?

DDNS has been a feature in every single router I can ever recall using. SH31B - the Smart Hub 'Plus' thats a bit of a joke! It feels like a major retrograde step in terms of hub specs. I have to say im already regretting upgrading from BT to EE .

I plan to contact cutomer support tomorrow to seek some answers. I know BTs SH2 can provide digital VoIP phone connectivity and has DDNS for No-IP , maybe i have to insist on swapping to one of those?

I have a an old BT Hub4 wired to into my network which acts as a remote Wifi access point to a nearby outbuilding. I tried running DDNS from inside that but it doesnt work - i'm not too sure why - Has anyone any ideas if & how that should work?

Leaving a PC on 24/7 to simpy update DDNS is just ridiculous, I can probably make some ESP32 device to do the updating, but based on all previous experience and comments on here i would have expect DDNS to reside inside the SH3 router.

EE - Is this ever going to be fixed ??

Re: Smart Hub Plus SH31B firmware observations

juiceof2limes — Fri, 12 Jan 2024 08:19:08 GMT

Agree with regards to the hub, it does seem like a retrograde when some important options are missing. I would have kept my BT SH2 if it were not for the request to send it back. Perhaps for the sake of £50 I should have, but to late now.

I have my ASUS router which is behind the SH+ updating DDNS now. It's intelligent enough to workout that it is in multi-NAT environment using a private WAN IP so somehow it is goes off elsewhere to get the external IP and updates NO-IP.com without issue. This doesn't help you unfortunately with your setup.

Unless they bring DDNS back to the SH+ then your only option is via another 3rd party route. Raspberry PI could be an option, cheap to buy, small device and consumes hardly any power. Out of interest, I searched on "ddns on raspberry pi" and looking at "RaspberryTips" there is some tutorial. Not posted links as not sure it's allowed. But there are options out there but really, why should you/others have to do this when the SH+ should offer this!

Re: Smart Hub Plus SH31B firmware observations

SteveinIoW1 — Fri, 12 Jan 2024 15:35:35 GMT

So, I called Customer support today who know nothing about Dynamic DNS ...so they passed me to Tech support who seemed to know a bit more...

The lady at Tech support knew that DDNS has been removed from SH31B Smart Hub 'Plus' ...(ha 'Minus' )? and also suggested from the firmware released to later SH2 models!!?.

She has escalated my enquiry and will call me on Monday. Fundamentally it would be nice to know what is EEs view and strategy on this :- is it going to be fixed in a Firmware upgrade? Do I need different hardware..if so what HW? What do they suggest people do about it? ...or do they think EE users should not have solar systems, thermostats, IP cameras etc??

It seemed the support data base contained a number of comments about DDNS being removed, and the understanding was that this and some other features have been removed as some people may have got in a security mess with it and that 'messing around with settings in the hub can make it difficult to resolve support problems'. That seems bizzare, services such as NoIP, DyDNS, DuckDNS exist for this very reason to support the changing of IP addresses from ISPs.

Maybe its me but this seems to be a frustrating backwards step, dumbing the router down to the bare minimum.

I have been able to cobble together some Arduino DDNS code on an ESP8266 and it does work HOWEVER its a bodge, this service SHOULD be in the router, even if the functionality needs unlocking on request or something.

My suggestion is everyone facing this should go via customer support to Tech Support and lodge a complaint.

In times gone by I've needed remote access to environmental monitoring instrumentation whose remote access (i.e UK from H.Kong!) depended entirely on DDNS services. If some 'un controllable' router firmware upgrade from an ISP had broken communications, customer support would have been impossible and a costly disaster.

And now I find the hubs USB port is not supported on the SH31B, A networked flash stick used to be so useful to store and share streamed MP3s etc! ...Wow, this is the most dumbed down router ive seen and have you tried the EE app to setup the routers accessibility! umm..

Re: Smart Hub Plus SH31B firmware observations

bobpullen — Fri, 12 Jan 2024 15:52:19 GMT

@SteveinIoW1 wrote:
The lady at Tech support knew that DDNS has been removed from SH31B Smart Hub 'Plus' ...(ha 'Minus' )? and also suggested from the firmware released to later SH2 models!!?.
Fundamentally it would be nice to know what is EEs view and strategy on this :- is it going to be fixed in a Firmware upgrade?

It hasn't been removed from the SH2 firmware so not sure why you were told that. My understanding is that DDNS will return to the Smart Hub Plus via a future firmware update.

@juiceof2limes wrote:
Raspberry PI could be an option, cheap to buy, small device and consumes hardly any power.

I've switched to using ddclient on a Raspberry Pi to send updates to DNS-O-Matic (which in turn is updating some hostnames on NoIP and a Cloudflare hosted domain). Working well but obviously requires some effort.

Re: Smart Hub Plus SH31B firmware observations

SteveinIoW1 — Mon, 15 Jan 2024 11:49:13 GMT

This morning EE tech support called me back regarding my questions of DDNS being removed in SH31b and they stated....

"DDNS functionality will not be available in any any residential Broadband hardware going forward.

It has already been removed from new firmwares released to the SH31b Smart Hub Plus, AND from firmware on newer revisions of the SH2 (I had previously asked about chance of having an SH2 instead). Some existing SH2s will support it and those will 'probably' continue to do so but new shipped SH2s will not support DDNS. "

Also, it was confirmed to me that the access to the USB socket for network storage will also no longer be supported on EE BB router hardware.

My view!

BT sold the move to EE an 'upgrade' upon the BT contract expiring. My backside is it's an upgrade! "You will get a new SH3 PLUS"

Speed is completely irrelevant in our usage. I'm now left with no DDNS to remotely access our heating thermostats, Solar equipment and IP wildlife cameras. I have enough skills to mess around, get other hardware and code ESP32s etc. BUT this is a completely ridiculous backwards step. Some people use DDNS services and will still have to use DDNS. It would be far neater, more convenient and expected IN the router.

And then going forward (backwards?) EE and the SH31 will not longer support the connection of shared storage via the hubs USB socket. For years we have used the USB and a flash stick to share non important files and music etc across all our devices, flawlessly and so useful.

No doubt this is driven by corporate security and litigation paranoia. People will still use DDNS services, still share files across the network. It sounds like Hardware functionality will be dumbed down to the lowest and safest level. What is the 'Plus' in this hub exactly ??

Re: Smart Hub Plus SH31B firmware observations

juiceof2limes — Mon, 15 Jan 2024 11:59:59 GMT

I am astounded that DDNS is not coming back. All routers usually offer this service and many people have a need for it. I guess if you do not have Digital Voice etc then ditch the EE/BT router and get something that is far superior. There is nothing smart about the SH+, I also don't get why they also want to push some of the config (WIFI) onto the EE app.

I've never used the USB setup on SH+ so cannot comment.

Sadly I've got a way to go into my contract but when I get a chance, I will port my number out (yes it will cease BB) but then I can simply take out BB only and ditch the EE router and the double NAT I currently have (not that double NAT has caused any problems for me).

Re: Smart Hub Plus SH31B firmware observations

XRaySpeX — Mon, 15 Jan 2024 12:17:11 GMT

@SteveinIoW1 : Many smart home devices don't require to be unsolicitedly accessed from outside & hence no DDNS. They "phone home" regularly & their masters may thus make solicited responses. I have Echos, Ring Doorbell & IP Camera all online OK & I can also access these remotely from smartphone apps without any need for DDNS. It all goes into how these devices are designed in the 1st place.

Re: Smart Hub Plus SH31B firmware observations

Neil-O — Thu, 18 Jan 2024 09:40:07 GMT

Hi Everyone,

DDNS will return in a future update, see my post on this thread for more info Solved: Re: DDNS on new black EE router - Page 2 - The EE Community

Thanks

Neil

Re: Smart Hub Plus SH31B firmware observations

SteveinIoW1 — Thu, 18 Jan 2024 13:29:26 GMT

Hi Neil.

Many thanks for your update, your reply was perfectly timed...

I had just come off of another call to tech support (Sean). I wanted to know how to escalate my enquiry beyond support level (thinking DDNS removal would be more of a strategic issue beyond tech support)

I was categorically told on Monday that DDNS was removed from SH31B (and newer SH2s) and there was no sign or plans of it coming back. It was a lengthy call and I questioned what I was being told numerous times.

Today I explained the conflicting comments from several people on this forum say that it will return in an update. I wanted to clarify the confusion as I'm thinking about what best to do.

Cancel?

Bodge?

Or Spend money? - i.e purchase a new router to sort out DDNS and USB shared storage? ( But I understood today there isn't a third party router to solve those issues AND support an EE VOIP digital phone so it would be a second router downstream of the smart hub 3)...a power consuming mess.

Today's support chap spent some time looking through his support data base and concluded exactly the same as what I was told on Monday! He understood the issue from changing addresses , IP cameras etc and admitted he was surprised/baffled. I then requested escalating my complaint to clear this confusion. A) is DDNS coming back? B ) if not, I wish someone at a higher level to review the strategy of that decision.

I saw your other posting mentioning that you had spoken to the hub team so I'm hoping and thinking your feedback is the correct one. There is clearly some confusion going on here and maybe the tech support system still needs updating. I've heard two different things again in the last hour!

Let's see what feedback I receive from my complaint......

Cheers Steve

Re: Smart Hub Plus SH31B firmware observations

MMills — Sat, 20 Apr 2024 18:55:46 GMT

Why do you have it on channel 6?