1.6Gbit connection new smart hub (white, small box) sporadic issues? DNS MITM?

[allamavortex]

Hello all,

So I recently changed my service from 900mbit to 1.6Gbit and that involved a change of router and obviously the OR ONT on the wall.

Ever since having it installed there seems to be an issue with (most likely DNS issues). Whatever is loaded/playing/game continue to work, but I have spells where NO further DNS requests seem to make it through.

I totally forgot to nslookup during one of these issues, but I will the next time it happens (it's pretty frequent and annoying). I can ping 8.8.8.8 (google) whilst being unable to load any webpages on any device/browser. Thus removing the possibility of it being localised to a single machine/device as some were using the router, some were set to DNS over HTTPS and some were using Google's 8.8.8.8 etc. 

It is very much like the router is playing the MITM and intercepting the requests and then slowly, or failing to process these requests at all for a period of time which ranges up to about 45 seconds.

As I said, cached requests, or those already in process are fine, but even something as trivial as trying to watch a YT video is met with 45 seconds of nothing, totally unable to look up ANY address, but established connections and new connections not requiring DNS all work fine.

I'm not really one for conspiracies but I really feel like this new router is intercepting (MITM), attempting to do something with, and failing the DNS requests. This behaviour is only been present since getting the new Smart Hub (the tall, thing white one).

I did a quick google and it seems I'm not alone with this - is anyone else noticing this type of behavior?

Mixture of wired and wireless devices, same behaviour.

[TraderTravel]

@ben_flugel A new hub will do nothing. I very much doubt this is hardware related.

The good news is that I have been working with an EE agent behind the scenes thanks to this thread and my own phone calls and emails. We might be closer to a solution.

I don't want to say terribly much more at this stage as more testing is needed, but I'm more optimistic than at any point since being connected. I'm not sure all the bugs some of us have noticed with the Smart Hub Pro and Smart Wifi Pros will be solved, but the worst of the bugs which is discussed in this thread might have a potential solution, and it's definitely not something I expected.

Will update when I have done more testing and can confirm.

edit: I should add that I am still using my Raspberry Pi to provide DNS and DHCP services, so even if the fix solves the dropouts, I can't yet confirm whether it will resolve the general slowdown issues we have seen. Mind you, the drop outs are clearly the most pressing issue.

[rainman2871]

Guys received a txt today from EE  stating this

Hi Sean, it's the 1.6gb team from EE.

We are aware that you have been experiencing issues recently with your Broadband Equipment which is affecting your service.

This is currently being investigated to understand the cause, and to get a resolution to your issue.

We have your account listed as being affected and the problem has been prioritised for a fix.

We will update you as soon as we have been advised the issue is resolved or there is a further update.

Please wait for us to contact you with an update on what the next steps will be.

We sincerely apologies for the inconvenience this is causing you and appreciate your patience. Thanks.

[ben_flugel]

@TraderTravel fully expecting my issues to remain once the hub is swapped but will report back to them again for next steps.

I'm happy, at least, that something is happening. Your update on a possible solution is also excellent news. Hopefully that materialises into a global fix sooner rather than later.

@rainman2871  I wonder how I get my account listed as being a priority for a fix? Just keep going along the same path I'm on I suppose.

[rainman2871]

Hi Ben

You have to explain that you are experiencing the same issues has the other 40 + customers experiencing  recently with your Broadband Equipment which is affecting your service.

[rainman2871]

Hi Ben

You have to explain that you are experiencing the same issues has the other 40 + customers experiencing  recently with your Broadband Equipment which is affecting your service. freezing webpages DNS server issues webpages taking over a minute to load up 

Just say you rely on a good internet service so you can carry on with work and its stopping you with daily poor service which is delaying things from your side and they need to help you sort this out and it needs to be addressed with urgency your paying for there broadband service monthly and overall experience is not good a bit embarrassing specially when some EE  customers report that they have to buy there own 3rd party router to fix the issue but really EE is at fault and mention compensation once it has been resolved 

[ben_flugel]

I did explain that to the second chap I spoke to today. He said he was aware of the problems.

I will up the pressure tomorrow once I've done the swap.

[rainman2871]

Ben 

Just got a phone call From EE tech  they were calling about the smart hub pro he was saying they are making changes now 

so if we can test again online to see if the issues are still there or not they are definitely looking into it  he even asked if I could give him the ONT serial number I couldn't as my wife is in the study where the ONT is she was on teams meeting so just incase they do phone they will ask for ONT serial number and they will ask you have you tried the service to see if anything is fixed yet they are looking into this

[rainman2871]

Guys

Just got a phone call From EE tech  they were calling about the smart hub pro he was saying they are making changes now 

so if we can test again online to see if the issues are still there or not they are definitely looking into it  he even asked if I could give him the ONT serial number I couldn't as my wife is in the study where the ONT is she was on teams meeting so just incase they do phone they will ask for ONT serial number and they will ask you have you tried the service to see if anything is fixed yet they are looking into this

This evening I will swap back to the EE smart hub pro for 3-4 hours to see if anything as improved and test as he said they will phone again to get some more updates from us

[rainman2871]

This evening I will swap back to the EE smart hub pro for 3-4 hours to see if anything as improved and test as he said they will phone again to get some more updates from us

[Peter_W]

Thanks everybody for bringing this issue to our attention. 

Just a note to say that we're aware of all of the comments in this thread and are closely monitoring things. 

Your feedback is being passed onto our engineers, and we have reached out to some of you directly to help with our investigations (thanks to those involved!). 

We appreciate everybody's patience whilst we work towards identifying the cause of these reports and deploying any fixes that may be required.

Peter