topic EE Smart Hub Plus - Ethernet randomly dropping? in Broadband & Landline

EE Smart Hub Plus - Ethernet randomly dropping?

RachT123 — Fri, 31 May 2024 18:07:26 GMT

Hi,

I've noticed that my PC is struggling to maintain a good connection connect through Ethernet (not powerline, hardwired) and I'm struggling to work out what is actually causing this - whether it's the EE Router, the cable or the PC's networking card. I've noticed that this is appearing in the tech logs (i'm finding them difficult to share but they indicate the Ethernet port connections are randomly going up and down) - removed serial number

Product code:

SH31B

Firmware version:

r1.34.1-R-1055417-PROD-83002

Firmware updated:

N/A

GUI version:

1.13.1

WAN:

PPP Connected

Data sent / received:

10.64 GB Uploaded / 110.25 GB Downloaded

Broadband username:

bthomehub@btbroadband.com

Wi-Fi:

N/A

2.4 GHz wireless network name:

EE-FW39Z6

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

EE-FW39Z6

5 GHz wireless channel:

Smart (Channel 64)

Wireless security:

WPA2-Personal

Wireless mode:

Wi-Fi 6 performance

Firewall:

Re: EE Smart Hub Plus - Ethernet randomly dropping?

JimM11 — Fri, 31 May 2024 19:30:51 GMT

@RachT123 The details you have posted show that your EE router is upgraded to the latest version of the FW. The events log will show you the status of the network connection. If it is a single port issue, you could just try moving the port. If you get the same error's the event will show you that the different port is erroring. If cable issue, look very closely at each Ethernet plug to see if you think that there is a cable not correct all 8 pins are connected, and if you hold them the same way each cable goes to the same placement they are colour coded so you know, you can only swap out the cable to eliminate if you think that it is a cable fault. sometimes they are not pushed home fully and this can cause an issue. Once you have done this, post back your results. Did the pc work before with no issues on the previous hub, are you using the same cable, these are all the things to think about. You should supply more details, especially if you have other connections on the router used etc.

Re: EE Smart Hub Plus - Ethernet randomly dropping?

RachT123 — Fri, 31 May 2024 20:39:53 GMT

Unfortunately I can't just replace the cable (at least until i've ruled out anything else) - I had to get a handyman to do it originally as I just can't (AFAIK it's just one of those standard cables you buy - sorry I appreciate that's not very helpful). I've made sure the cable is as tight as it can be. Cable is only around a week old.

I haven't seen the fault on other devices, but the logs suggest it is (port #3 is connected to a TV Box)

Speeds on the cable are fine (according to speedtest.net, it's getting the full 500mbps), but there's a lot of buffering/slow loading. When in games, it's really struggling at times. When I did a ping -t from the computer to GoogleDNS, there was about 10% packet loss (basically was fine for a few mins, then dropped). My problems (on WiFi at the time) were present on my previous connection, but assumed they were "quirks" of WiFi (poor signal, considering the PC is upstairs) . I'm just going to go and check if it occurs with another device.

Sorry for the long post but please let me know if you need anything else!

Re: EE Smart Hub Plus - Ethernet randomly dropping?

JimM11 — Fri, 31 May 2024 20:42:37 GMT

@RachT123 On the back of the router there are 4 lan ports, how many are you using? The wan port goes to your ONT so forget that one, the four ports are all grouped together.

Re: EE Smart Hub Plus - Ethernet randomly dropping?

RachT123 — Fri, 31 May 2024 20:52:57 GMT

3 - 1 is the PC, 1 is TV and 1 is an Xbox

Re: EE Smart Hub Plus - Ethernet randomly dropping?

JimM11 — Fri, 31 May 2024 21:02:45 GMT

@RachT123 If you login to the router, 192.168.1.254 and go to advanced, then technical log, then events, you can look through the events, This would be a typical entry for ethernet connection stopped, my case was reset of router. If you are seeing these at a random occurrence and always on the same port, then swap the PC to the empty port, if it keeps happening will now show that port number in the log. Expected down would be when you switch of the pc or reboot you may see this.

31/05/2024, 07:03:21

Network interface eth1 down

Re: EE Smart Hub Plus - Ethernet randomly dropping?

Danielmcg2020 — Thu, 06 Jun 2024 09:49:27 GMT

Defective hub.

Re: EE Smart Hub Plus - Ethernet randomly dropping?

RachT123 — Sat, 08 Jun 2024 21:16:52 GMT

I had an Openreach engineer out on Monday due to a complete loss of service (on all devices) for around 20 minutes on Saturday, then it was up but very poor, the splice was redone. Apparently the (light?) power levels were too high as well.

I'm getting a replacement NIC for the PC (hopefully getting a USB one tomorrow), but if that doesn't solve anything (or issues persist with the the other devices - WiFi itself has been poor again today) - I'll replace the router/hub with a third party one.

Re: EE Smart Hub Plus - Ethernet randomly dropping?

RachT123 — Mon, 10 Jun 2024 18:39:02 GMT

So I’ve contacted EE again as the issues are continuing (on WiFi and Ethernet) - they’re sending a replacement hub (but not certain it will help much)

@Danielmcg2020 would replacing the EE hub with a third party router be useful or would a new EE one correct it? I see you’ve had problems with the SHPlus.

Since I’m using FTTP, I can do this pretty easily.

Re: EE Smart Hub Plus - Ethernet randomly dropping?

XRaySpeX — Mon, 10 Jun 2024 18:41:19 GMT

You may replace the SH+ by any suitable router as long as you don't want to use DV.

Re: EE Smart Hub Plus - Ethernet randomly dropping?

RachT123 — Mon, 10 Jun 2024 19:11:59 GMT

Great, thanks!

Re: EE Smart Hub Plus - Ethernet randomly dropping?

XRaySpeX — Mon, 10 Jun 2024 19:13:41 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.

Re: EE Smart Hub Plus - Ethernet randomly dropping?

Danielmcg2020 — Wed, 12 Jun 2024 09:43:04 GMT

It solved my issue, replacing the hub with the same EE model may not work.

If you are going to get a 3rd party router make sure it's compatible.

Re: EE Smart Hub Plus - Ethernet randomly dropping?

RachT123 — Sun, 16 Jun 2024 09:43:39 GMT

I have replaced the SH+ with it’s replacement - within 15 minutes of setting it up/coming online there was a disconnect on all devices.

I’ve also had the motherboard replaced in the PC (same one unfortunately 🙄 - still can’t add an alternative network card due to the way my slots are) since it was so much worse there. I also tested the cable with an Xbox and it was fine so don’t think the issue is there.

I’m currently experiencing slow page loading/buffering at points across all the devices on my network - I asked another family member to confirm this last night (possibly a sign of something going wrong there?) - EE says there are no issues on the OR side of things (and I believe all the issues there were fixed by the Splice being redone)

What I’m planning to do this morning is connect my laptop directly to the ONT and see whether anything ‘weird’ happens

Re: EE Smart Hub Plus - Ethernet randomly dropping?

RachT123 — Sun, 16 Jun 2024 11:19:03 GMT

So I had my laptop connected to the ONT directly for about an hour and couldn’t see any of the issues there are on other devices there.

Re: EE Smart Hub Plus - Ethernet randomly dropping?

RachT123 — Mon, 17 Jun 2024 16:30:37 GMT

So just looking at third party options at this point, there was another instance of very poor connection (videos/pages failing to load) on both Ethernet and WiFi this morning, as well as poor connection in general - I've also tried to get EE to send the older Smart Hub2 out with no success (I don't really find this "Guide" thing useful). To try and resolve these issues, I've decided it's best to try and fix the problems with the router and then look at the PC itself if the issues there continue.

My budget is around £100 (£150 at most but don't really want to spend that)

Some of the options I've come across and I'm wondering if anyone has any experience with these or could confirm if any of these are good:

TP-Link Archer AX23

ASUS TUF AX3000 V2

Linksys AX5400

Are there any other options I'm missing? I've heard about mesh systems (and have 1 cable that could act as a wired backhaul) so that might be an option worth considering, considering even on my old VM connection the WiFi signal was poor upstairs!

Re: EE Smart Hub Plus - Ethernet randomly dropping?

JimM11 — Mon, 17 Jun 2024 16:51:10 GMT

@RachT123 BT Smarthub2 on amazon.

Re: EE Smart Hub Plus - Ethernet randomly dropping?

JimM11 — Tue, 18 Jun 2024 07:53:01 GMT

@RachT123 Looked at your 3 options, i use Asus so bias is towards that. May not improve your wi-fi distance issue.

Re: EE Smart Hub Plus - Ethernet randomly dropping?

RachT123 — Tue, 18 Jun 2024 10:24:49 GMT

Thank you.

I made an observation: when the WiFi drops (this is on my phone and the drop out was in the room the router is), the gateway drops.

So hoping a third-party router will fix that.

Re: EE Smart Hub Plus - Ethernet randomly dropping?

JimM11 — Tue, 18 Jun 2024 10:37:01 GMT

@RachT123 ? where are you seeing the gateway dropping, the fact that you have had 2 routers and you are getting the same issues, your PC is giving you loads of problems, you want to look into the settings on the router there is possible that you will have to downgrade the wi-fi performance mode to see if it helps, i would install a wi-fi analyser on your pc to have a look at what is going on with signals around you.