topic Re: Latency / Ping Spikes after upgrade - Hub and Internet problems. in Broadband & Landline

Latency / Ping Spikes after upgrade - Hub and Internet problems.

TrueWill — Sat, 27 Apr 2024 12:11:48 GMT

Hello All
i have a query and i hope someone has the solution.
Ive called the help line and it sends a text for me to reply FAULT etc, but it doesnt find a "problem" with the service....
Essentially the issue is:
Latency Spike - Since the upgrade from Full Fibre 100 to Full Fibre 500 which became effective from today 27/04/2024.
I received the new BT/EE Smart Hub Plus which is to replace the BT Smart Hub 2. I installed the hub and tried the net speed, initially it went to 190mpbs (approx 21mb). Then i tried to play any games that requires constant / consistent internet connection, i started to receive latency spikes from 20ms to 1094ms etc, it happens at every 20-30 second intervals and its terrible. It would seem this is the problem for video calling as well, which would be quite a problem for work.
I reset the hub etc, things that the IT or helpdesk would advise and still got the same problem. I looked on the forums and it would seem a lot of people have a similar issue. I tried the SmartHub2 again and it doesnt spike in latency but when i test the net im only getting 70mpbs (9mbs). But then that defeats the purpose of paying more for the "faster internet".
Has anyone resolved the problem with the new smart hub?

Many thanks

William

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

XRaySpeX — Sat, 27 Apr 2024 12:11:13 GMT

Your units are up the creek! 190 Mbits/sec ~= 21 MBytes/sec. 'm' means "milli" & would never be used in this context.

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

JimM11 — Sat, 27 Apr 2024 13:20:05 GMT

@TrueWill In your testing, are you using Ethernet or wireless wi-fi, the figures you are quoting seem poor even for wireless, the BT superhub should be capable of working on a 500mb/s fibre connection, especially on Ethernet.

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

allyjaay — Sat, 27 Apr 2024 13:38:08 GMT

Your not the only person having issues with the new smart hub plus .... Everything ethernet connected is fine but WiFi is awful! Things not connecting and latency spikes are horrid

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

JimM11 — Sat, 27 Apr 2024 13:56:17 GMT

@allyjaay Anyone who is trying to game play should ideally be using a ethernet connected device, wi-fi is not the way to go.

Have not had one problem with any device connecting to the EE superhub+, from wireless N to AC to AX wi-fi 4 to 6. Kept same ssid from old router, matched password on ssid, and change admin password for router, selected wpa2 - personal #, some devices get confused and jump on 2.4ghz instead of 5ghz but there is nothing mission critical for me to worry about, at least daughter has not said ps4 or 5 are causing her any issues YET but who knows....

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

TrueWill — Sat, 27 Apr 2024 15:32:22 GMT

It is via WIFI, i shall amend the above. thank you

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

TrueWill — Sat, 27 Apr 2024 15:33:27 GMT

Oh gosh so potentially a product defect on a mass level?

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

TrueWill — Sat, 27 Apr 2024 15:36:13 GMT

But the thing is that with the previous hub etc i wasnt havent any problems via Wifi.
Also its really not convenient or viable to connect via ethernet due to layout of my house.

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

JimM11 — Sat, 27 Apr 2024 15:56:13 GMT

@TrueWill That is always the issue with cable to the device, and there is nothing stopping you from putting the BT hub back on and fighting your case for it, The new EE hub, i would say is in the early stages of trying to get it right, so may come good or it may not. Who knows, it has it good points but it also has some bad ones, the app is a bad one as far as i would say.

My daughters PS4 and PS5 are on wi-fi, but i put hers through an Asus repeater rather than direct via the EE router, and 1 month in she has not complained yet, but i know nothing about games so hope that she does not raise problems then i will have to deal with it at that point. Also all devices are on fixed IP both wireless wi-fi and ethernet devices that's my preference just how i like to do it.

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

JimM11 — Sat, 27 Apr 2024 16:05:22 GMT

@TrueWill From Tech Radar review of the BT Super Hub 2. It looks like a pretty good router!

BT has a second more powerful router available. However, while there are two ways to get it, both will involve a decent boost in costs. You can upgrade to BT Plus with Complete Wi-Fi or, you can simply buy the router from the BT Store.

As for why you should upgrade, the BT Smart Hub 2 monitors your connection and reboots if there's a problem, works through an app to monitor performance, provides 7 antennas to maximise power, filters out interference and more. In essence, while this won't be an upgrade many need, those who really care about good internet will be looking to make the upgrade.

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

allyjaay — Mon, 29 Apr 2024 01:33:41 GMT

My games console is connected via ethernet, gaming is not my issue.

According to my most recent chat my devices are deciding to all use the 5ghz bandwidth which is the problem. It's MY devices that are the issue, it's MY security camera which is the problem and can't find the 2.4ghz band.

Although I have the exact same devices in my house as I did when I had the old EE hub 3 months ago, it's MY devices problem. Of course.

I was also told I'm under no WiFi guarantee with my package, so I guess even if they provide firmware and hardware that's WiFi seems to just not work doesn't matter.

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

JimM11 — Mon, 29 Apr 2024 08:19:59 GMT

@allyjaay Have you logged into the router on web interface to see what is going on, Do you know that the 2.4ghz signal is reaching the camera, tried to turn of the 5Ghz temp to get the camera to pair to the hub. Once they pair together they normally stick, wi-fi can be difficult at times, you say replacement hub, was it like for like, or older to newer?

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

allyjaay — Mon, 29 Apr 2024 19:44:13 GMT

It was like for like, and yes I manually tried to turn off and on the 2.4ghz band but the security camera still could not find the router. During turning off the 2.4ghz channel for whatever reason that shut off the WiFi completely. My PC is hardwired so I went upstairs to access the hub settings thinking maybe id turned the WiFi off by mistake but no I was quite right only the 2.4ghz was off... I had to reboot the hub to get any WiFi working again.

After 2.45 hours on the phone and 3 different guides, one honest guide would tell me yes the smarthub 3 quite a few known issues with connectivity with the new hub. Then being called back by another pretty much gas lighting meter telling me it's my devices that's the problem and the last guide was lying... You can't make it up!

He seemed not to understand

New hub = problem

Old hub = no problem but apparently my devices are the problem

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

XRaySpeX — Mon, 29 Apr 2024 19:56:01 GMT

@allyjaay : The most you can do is on the Advanced > Wireless Settings page to temporarily disable the 5 GHz WiFi band & move off the Smart channel while connecting problematic 2.4 GHz devices.

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

TrueWill — Wed, 01 May 2024 22:35:30 GMT

Thanks for looking into all this, ive called them up and explained to them the issues ive been getting.
Ive told them it seems to be the hub thats the problem. But they insisted on getting an engineer out as they were able to identify that there are black spots in the connection. So just waiting on them to come and shall see what happens.

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

TrueWill — Wed, 01 May 2024 22:36:34 GMT

i was originally using the BT Smart hub 2, but they decided to send me the "new" SmarthubPlus... but then thats when all the problems started happening

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

allyjaay — Thu, 02 May 2024 17:47:20 GMT

It's definitely a widespread problem with the smarthub 3!

But beware they will literally GAS LIGHT you on the telephone, stick to your guns.

Finally I'm getting a smarthub 2 back, fingers crossed this will help.

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

Aandrewc1 — Wed, 31 Jul 2024 21:44:38 GMT

I have the same issue, got the new package set up and works fine for watching Netflix etc but for gaming it’s horrible, get lagged out any online game and lag spikes every minute. Has anyone got a solution for this?

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

Richard1236 — Sun, 22 Sep 2024 20:45:13 GMT

Did it help?

Re: Latency / Ping Spikes after upgrade - Hub and Internet problems.

JimM11 — Sun, 22 Sep 2024 21:49:12 GMT

@Richard1236 Wireless or Ethernet connected?