topic Re: Wifi Hub disconnecting every 10 minutes in Broadband & Landline

Wifi Hub disconnecting every 10 minutes

Danielmcg2020 — Wed, 22 May 2024 17:57:21 GMT

We've had this hub for a couple months now, 4 or 5 engineer visits and still has not been fixed.

The connection will drop out completely every 10-20 minutes and come back on after 1-3 minutes

The engineers have concluded that the line itself is fine so if the problem persists it may be the hub itself that is faulty (still looking into that).

I've been looking into changing the IPV6 settings because that might be the issue from what I see in the forums but I've no clue what I'm doing, I fiddled about with the ipv6 settings and disabled it which didn't fix the issue, trying to revert it to ipv4 only locked me out of the network altogether so Ive reset it back.

Any feedback is appreciated.

Re: Wifi Hub disconnecting every 10 minutes

JimM11 — Wed, 22 May 2024 18:56:25 GMT

@Danielmcg2020 What is the model and make of the hub?

Re: Wifi Hub disconnecting every 10 minutes

Danielmcg2020 — Thu, 23 May 2024 14:19:44 GMT

Smart Hub SH31B

Model: F5394-CP EE

Re: Wifi Hub disconnecting every 10 minutes

JimM11 — Thu, 23 May 2024 14:38:44 GMT

@Danielmcg2020 So in all this time has no one even suggested / reported that the hub is faulty. When you were having the line tested was the hub fault happening at that time? Was it an OR/Sub Contractor who tested the line and as EE check the quality have they seen any issue's, all sounds very strange. No intermittent faults can happen, what do you observe with the router when you have the fault.

Re: Wifi Hub disconnecting every 10 minutes

Danielmcg2020 — Wed, 05 Jun 2024 18:46:20 GMT

They can see the issues on their end, the fault hasn't happened during an engineer visit, the line is fine but the problem persists.

It was an openreach engineer who came to the conclusion after multiple visits, Someone from EE support agreed that it must be the hub that is faulty and had booked an engineer to test the router itself for faults.

This engineer they booked was Someone from EE and not openreach they stated that configuration settings was the issue and that a replacement isn't necessary.

Still disconnects.

I bought a TP-Link router and connected it to the Smart hub with an Ethernet cable because the tp-link router does not have a DSL socket.

I switched off both bands on the smart hub WiFi so that the new router is the only connection it has, I can access the Internet with this set up but the problem still occurs.

I'm currently trying to figure out how to use the new router on its own rather than through the smart hub, It is a 'TP-Link Archer AX12' and the smart hub connects by an openreach Master Socket 5C via DSL cable.

Things I've noticed with this issue are :

Signal from devices to the smarthub will lose connection, it does not stay 'connected with no Internet' but the new router will. Instead the signal will dissapear and the hub will flash amber then green until returning to aqua.

Re: Wifi Hub disconnecting every 10 minutes

JimM11 — Wed, 05 Jun 2024 19:10:45 GMT

@Danielmcg2020 Normally the first item to be changed is the Master Socket to eliminate this connection point, Then if you have not had a replacement router it also cannot be eliminated, Your explanation of LED's sure points to the DSL line being dropped, If you have the ability to login to the router 192.168.1.254, and your details are as nothing changed then the router card will be good, in advanced settings, technical log, then events, you can see what is happening with DSL disconnect's this should give you an idea, they will be time stamped. BUT as i say, if it is an intermittent line fault they are the worst to find and fix. Make sure it is not losing power to the router by switching off then watch the led as it restarts and record the sequence, very similar in operation, and if so try another power socket even of an extension cable as a temp test. If it is power the log will reset and go back to no entries, so look at the log first, there are pages that you can scroll through for total up time....

Re: Wifi Hub disconnecting every 10 minutes

Danielmcg2020 — Thu, 06 Jun 2024 08:32:23 GMT

Woke up to find that I can't get into either network despite both being on, they won't accept the passwords, I know resetting it should sort it but I'm ready to give up at this point it's headache inducing and this is going nowhere. Calling EE again will also lead to nowhere and that last software engineer EE sent **bleep**ed me off when he reset the hub and called it a day (waited 2 weeks for him and that's all he did). Then he said that openreach didn't know what they were talking about. Man simply didn't wanna replace the hub so I bought a router which doesn't solve anything at all more money down the drain.

Can you please tell me the truth is this issue common with this model of smarthub? Is this line of smart hubs defective? Were these smart hubs made from the components from BT smart hub 2's?

I'm so sick of trying, its been months, I'm just convinced now that we have been scammed.

Re: Wifi Hub disconnecting every 10 minutes

JimM11 — Thu, 06 Jun 2024 09:58:45 GMT

@Danielmcg2020 I have had my EEsuperhub+ for 3 months now, did make some changes before i set it up, but have had no issues with it in the slightest, There is a FW update being pushed out so not sure if yours is up there, BT2 super hub does favour with clients from BT and i will say it has a very good spec, as you will have seen reading post's, but i have never used one so cannot comment on its ability, but given the choice, anything that does not need a MOBILE to set as far as i am concerned is an absolute +++++. If you want help, and can login to the router with a laptop / desktop let me know and will advise what to look at. HTH

Re: Wifi Hub disconnecting every 10 minutes

Danielmcg2020 — Thu, 06 Jun 2024 10:50:28 GMT

Fs my phone pressed solution automatically.

Re: Wifi Hub disconnecting every 10 minutes

JimM11 — Thu, 06 Jun 2024 10:52:04 GMT

@Danielmcg2020 Not to worry, will let you carry on the rant that you are having!

Re: Wifi Hub disconnecting every 10 minutes

Mustrum — Thu, 06 Jun 2024 12:00:18 GMT

@Danielmcg2020 wrote:

Fs my phone pressed solution automatically.

If you pressed it again you could have undone it, but I have done it for you.

😎

Re: Wifi Hub disconnecting every 10 minutes

Mustrum — Thu, 06 Jun 2024 12:06:08 GMT

@Danielmcg2020 going back to your issues, you mention DSL, so do you also still have a landline phone that plugs into the phone socket on the wall?

And do you notice the router flashing when you have issues - if so the other router will not help.

Is it just WiFo issues you have or also on ethernet?

Are you able to log into the router go to the advanced section and report what the technical log shows?

Re: Wifi Hub disconnecting every 10 minutes

Danielmcg2020 — Thu, 06 Jun 2024 12:42:44 GMT

I do have a landline phone that can plug into the master socket.

The router does flash from green to amber and sometimes for a split second it will show a white light just before it begins this process.

Wifi and ethernet are cut off.

Re: Wifi Hub disconnecting every 10 minutes

Mustrum — Thu, 06 Jun 2024 13:06:29 GMT

@Danielmcg2020 thanks for that, I don't suppose you have another DSL router - or is EE sending one?

There is another advanced page, which also shows SNR and line attenuation if you can find it.

But could you also post the results of the DSL checker, hiding your phone number, or use the adress but this will show a little less info. https://www.broadbandchecker.btwholesale.com/#/ADSL

I am not convinced it is not a line problem, but sometimes if they are not obvious it can take OR time and effort to sort it.

Re: Wifi Hub disconnecting every 10 minutes

JimM11 — Thu, 06 Jun 2024 13:25:12 GMT

@Mustrum The OP has purchased a TP-Link router, but also requires to purchase the DSL variant that he can set to modem mode also, looked back on his previous post and tried hard to find out why/if 5c front plate had been changed by OR. Waiting on pics to be approved to view. HTH Or if able to may wish to send back purchased and get the correct version if possible?

Re: Wifi Hub disconnecting every 10 minutes

Mustrum — Thu, 06 Jun 2024 13:34:08 GMT

@JimM11 yes spotted the TP Link router, but as it had to be plugged into the Smart Hub it was never going to help. Hopefully the OP can get their money back.

OR changing the faceplate is a standard thing they do when they visit any property - if they come again they will no doubt do it again. There is some reasoning behind doing so, older filters can go faulty, they newer ones are prone to come loose or the tabs are easily broken.

Re: Wifi Hub disconnecting every 10 minutes

JimM11 — Thu, 06 Jun 2024 13:43:58 GMT

@Mustrum Going to disagree on the faceplate change over as standard thing to do. The rest ok with, and i do not like to recommend specific but point to what would be required and reason. I know what the OP is facing, had similar for 9 months with Sky before OR managed to find the intermittent fttc line fault and it is very frustrating for sure.

Re: Wifi Hub disconnecting every 10 minutes

Danielmcg2020 — Thu, 06 Jun 2024 13:54:33 GMT

"Not to worry, will let you carry on the rant you are having"

Excuse me Sir, do you enjoy being robbed? Because most people do not.

My manner is well warranted now that we are 4 months in and no progress.

That is 4 payments in and I'm supposed to feel hopeful that I can continue going in circles??

And if there Is no solution to be had (which EE may never fess to) we will be expected to pay a hefty cancellation fee. You expect me to be ok with that?

Do you seriously not understand why this situation would drive someone up the wall?

Also you kinda ignored my question:

I asked you if these Smart Hub +'s have known defects

And you said "I have had my EEsuperhub+ for 3 months now, did make some changes before i set it up, but have had no issues with it in the slightest"

'EEsuperhub+' -what is that you are referring to? Idk what it is and neither does Google.

Your presence is on other threads of this same issue, with the same type of hub, threads that often go dark unless there's a way to replace the hub altogether. This is why I ask you if these hubs have known defects - I apologise if asking that question put you in a bad position but I and others who have this hub have a right to know.

Re: Wifi Hub disconnecting every 10 minutes

XRaySpeX — Thu, 06 Jun 2024 13:57:43 GMT

"Super"hub+ is what @JimM11 mistakenly calls the EE Smart Hub Plus but we bear with it.

Re: Wifi Hub disconnecting every 10 minutes

XRaySpeX — Thu, 06 Jun 2024 14:07:17 GMT

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