topic Re: Gaming lag since change to smart hub plus in Broadband & Landline

Gaming lag since change to smart hub plus

grundy1973 — Thu, 25 Jan 2024 19:35:16 GMT

I recently changed from the smart hub and smart WiFi thinking that having WiFi 6 would be an upgrade. Boy was I wrong, the WiFi on the smart hub plus and smart WiFi plus is awful. Lags like hell.

To get the so called upgrade I had to change from fibre essentials 50 to the full works plan. Costing me more per month.

I called EE and asked to be reverted back to my previous fibre essentials package and smart hub and smart WiFi. This was refused as I was 4 days past the cooling off period. Absolutely shocking customer service not allowing this for a loyal customer. 4 mobile contracts, Apple Watch sim, home broadband and digital voice.

they offered me 2 extra discs which I don’t need and maybe £100 credit to my account. Rubbish! That doesn’t solve the laggy WiFi.

What can I do? I don’t want to leave EE, I just want to revert back to my previous contract.

maybe I should go down the unfit for purpose route?

Any help would be appreciated

Re: Gaming lag since change to smart hub plus

Stuart-H — Thu, 25 Jan 2024 20:04:58 GMT

Hi @grundy1973

Thanks for posting, sorry you've found the change over to the smart hub plus to be quite laggy, from your previous experience.

Changing to wifi 6 certainly should offer an improvement. Can I ask, have you tried it without Smart Wifi connected I am just curious if it could be a faulty router causing this issue.

I've sent you a private message asking for some details to take a look at this for you.

Thanks

Stuart

Re: Gaming lag since change to smart hub plus

debus68 — Tue, 30 Jan 2024 14:33:55 GMT

I’m also having this issue with a lot of games with the new smart hub plus and smart wifi. Call of duty modern warfare 3 will not allow me to even log in, found out the only way to get into call of duty is with either ethernet cable or completely disconnect the smart wifi and have just the router solo but even then on ethernet is takes about 30 seconds to connect on multiple pcs which means start up apps fail and you have to re-sign into them and on wifi it really badly lags.

Re: Gaming lag since change to smart hub plus

grundy1973 — Wed, 31 Jan 2024 05:36:39 GMT

I wonder if it’s EE trying to force users to buy the WiFi enhancer addon I’ve been reading about. Gaming mode which reduces lag.

Re: Gaming lag since change to smart hub plus

trysyoung — Tue, 26 Mar 2024 14:19:21 GMT

Exacly same experience with me. Basic web browser speed tests all look fine - faster speeds etc, but gaming on the xbox is massively laggy, Netflix keeps pausing and the router range is bad. I figured same as grundy1973 - that EE are trying to get you to pay the additional monthly WiFi enhancer. I ended up buying a third-party router (£50) from Argos - TP-Link.

Xbox and Netflix greatly improved, range is waaay better. Had to connect laptop to new router with RJ45 AND call EE to get their username/password details to make it work (turn the orange 'no internet connecion' light green), but tbh they were totally helpful and, boom, much better internet eperience now.

Re: Gaming lag since change to smart hub plus

Walsallfc — Mon, 13 May 2024 17:57:03 GMT

I’ve had the same it’s terrible, I told them to send me back my old smart hub 2 bt they said no, but now sending me the smart hub 2 but ee on it I hope it’s the same as the bt one of not il complain and refuse to pay for a poor service really poor ee are I think for doing this

Re: Gaming lag since change to smart hub plus

Walsallfc — Mon, 13 May 2024 17:58:21 GMT

Yeah money making out of hard working people

Re: Gaming lag since change to smart hub plus

XRaySpeX — Mon, 13 May 2024 18:02:14 GMT

@Walsallfc : There isn't an EE SH 2.

Re: Gaming lag since change to smart hub plus

Fiiboss — Wed, 05 Jun 2024 18:21:24 GMT

I was out of contract with BT and signed up for another two years with the same package but £25 a month cheaper. Well, I received the new kit today, and after so much messing around, I finally got it all connected. Then the LAG was ridiculous. We all work from home, and it's impossible to use. I hate all of it, and I've been on hold for 35 minutes. I'm going to tell them to cancel the EE contract, and I am going to stay with BT.

I uninstalled the new kit and their smart hubs for upstairs and reinstalled my smart hub and discs.

I did speed tests on all of the hubs upstairs

EE: 98mbps upload, 72mbps download

BT Smart Hub:365mbps upload and 101 download speed

The only difference is the kit.

Re: Gaming lag since change to smart hub plus

XRaySpeX — Wed, 05 Jun 2024 18:26:48 GMT

@Fiiboss : I don't understand you. If you signed up with the same package from BT you don't have an EE contract.

Re: Gaming lag since change to smart hub plus

JimM11 — Wed, 05 Jun 2024 18:29:17 GMT

@Fiiboss Your test figures do not make any sense, is the up/down reversed?

Re: Gaming lag since change to smart hub plus

Fiiboss — Fri, 07 Jun 2024 13:54:33 GMT

I was with BT for over 20 years, and if you contact BT for a new contract, you are automatically signed up with EE. But I'm all good. I'm not cancelling the internet contract; I'm just not going to use their awful kit. I switched back to my smart hub and discs, and normal service has resumed.

Re: Gaming lag since change to smart hub plus

Fiiboss — Fri, 07 Jun 2024 14:04:10 GMT

oops! That's what I get for rant-typing!

This is what it should be

EE: 98mbps download, 72mbps upload

BT Smart Hub:365mbps download and 101 upload speed

Re: Gaming lag since change to smart hub plus

Robo70 — Mon, 22 Jul 2024 20:34:31 GMT

I have just changed from BT to a EE HUB plus and the lagging on the X Box is awful. It was poor with BT until we got a disc to plug straight into the XBox. I will either need a ‘disc to connect straight into the XBOX or I will have to revert back to my BT deal - only received the HUB today so I will have a cooling off period .

Re: Gaming lag since change to smart hub plus

JimM11 — Mon, 22 Jul 2024 20:59:05 GMT

@Robo70 You can use the BT Router and disk combination that you have on the EE Broadband service. Getting a Smart WiFi disk from EE will be an Additional £10 per month unless you are on a package which is supposed to supply one. Hold onto your BT Router, you have 60 days before it needs to go back.

Edit, if you can post which BT Router you have and What model or colour of the BT Booster also highly unlikely that you will be allowed to go back to BT now you have moved to EE.

Re: Gaming lag since change to smart hub plus

trysyoung — Mon, 22 Jul 2024 21:21:09 GMT

So, basically a scam then.
Thanks, Trystan

Re: Gaming lag since change to smart hub plus

Fiiboss — Mon, 22 Jul 2024 23:48:33 GMT

do you still have your BT kit?

Re: Gaming lag since change to smart hub plus

Fiiboss — Mon, 22 Jul 2024 23:51:01 GMT

I kept my hub and discs, and hooked them all up again and have had zero issues, the EE stuff is in their boxes, I was more than happy to pay the £90 to keep the 3 disks. I'm so annoyed with them because they just didn't believe me that their kit is garbage. The BT kit works perfectly with no issues, why doesn't the EE kit do the same

Re: Gaming lag since change to smart hub plus

JimM11 — Tue, 23 Jul 2024 07:55:16 GMT

@Fiiboss Just a customer like yourself, the EE router does seem to be ok on its own, and i use Asus booster so no experience of the EE smartwifi mesh system that i can test or compare, problem is until someone from EE has a look see then it is hard to say what the issue is. Do keep an eye on the charges just in case. It may happen that the mesh just takes a little time to settle, but do see many posts regarding lag from gamers which i am not one off.

Re: Gaming lag since change to smart hub plus

Robo70 — Tue, 23 Jul 2024 09:07:51 GMT

Yes I still have my BT hub and discs . I have a tech call tonight and if they can’t resolve the issue I’m going to use the BT kit again
Do EE not do the discs ?
Shaun

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