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.

[Mason1978]

Hi all, just got of the phone from EE, apparently because my Smart Hub Pro was disconnected as I had reverted to my old Smart Router. I may have missed out on a Firmware update for the Smart Hub Pro. 

So it's been suggested that I plug it back in, once connected fully reset the hub. And this should download and install the firmware. Is this correct ?

Also if there is a new firmware, does anybody know what the version number is so that I can keep an eye on whether it is updated.

[Huggons1]

r2.64.7-R-1303938-PROD-1 released February 2025 is the latest version and EE should be well aware of this fact. 

[JimM11]

@Mason1978 No problems, just trying to pin it all down for whoever is collating all the facts and looks like the Pro has an Upload issue going on with the fact that you are good receiving with no issue's and especially with the older EE Router working A OK!

Correct about not buying expensive enough but a plus point is you have way more scope to do with your own Router, ISP is get it on and hope not to many problems appear!

[Mason1978]

So just been back onto EE again, I was told to plug the Smart Hub Pro back it to recieve a firmware update. But no update and on the same as someone posted earlier.

Been told that most people are no longer experiencing the issues anymore. But I am still.

Apparently they saying they are working on this with them saying with be done by the end of the week. So no further forward.

Wifi calling is getting worse in my opinion. 

One frustrated EE customer.

[JimM11]

@Mason1978 As far as aware, NO one has been FW updated in the slightest for the issue, EE may have direct connected or sent a patch only to your Router that is why they would have been asking for it to be reconnected so they could do that, woulf call them back to see what is/was happening, think someone posted similar about some type update few weeks ago! but it is 100% NOT A FW for sure!

[ben_flugel]

My latest from my call yesterday is EE are sending an engineer to my house. I did explain what the issue was and the Guide was aware of the issue and has emailed the team dealing with this issue to add me to the list of people experiencing the problem.

The site visit is to eliminate anything else, apparently.

The issue is not as bad as it was but it is definitely still there. And I'm getting rather fed up of the frequently video call hangs I get during my working day!

Hopefully this won't go on too much longer.

[ben_flugel]

So...engineer visit....

As expected, he was unable to do anything but suggested that moving down to 900mbps and doing to the smart hub plus might be worth exploring.

There follows and hour on the phone being bounced between departments. Too long to explain all the details but their solution was to move to smart hub plus and stay on 1.6gb with no reduction in cost. So I've raised a formal complaint.

They kept telling me I could still get 1.6gb from the Plus. Despite the fact it only has 1gb ports... 

[rainman2871]

That's Shocking news mate going from smart hub pro to downgrading to smart hub plus  which has only got 4x 1gb LAN ports and one  2.5gb WAN Port.  You be best just to buy a 3rd party router like I have, 

I have had no issues at all stable connection the 3rd party router cost me £179.99 from amazon,   just looked  Amazon have just reduced it to  £161.99.

And its so easy to setup.   Name of 3rd party router I am using is the TP-Link  BE550 Tri Band BE9300 WIFI 7, with 4x 2.5gb LAN ports and one 2.5gb WAN Port.

Hope this helps you with info.

[ryajohnst]

@rainman2871  wrote:

And its so easy to setup.   Name of 3rd party router I am using is the TP-Link  BE550 Tri Band BE9300 WIFI 7, with 4x 2.5gb LAN ports and one 2.5gb WAN Port.

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Have TP-Link got you on commission? You must have mentioned this over 20 times now. 😂

@ben_flugel  wrote:

There follows and hour on the phone being bounced between departments. Too long to explain all the details but their solution was to move to smart hub plus and stay on 1.6gb with no reduction in cost. So I've raised a formal complaint.

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On top of all my phone calls to customer services, I submitted a formal complaint in writing to EE on the 17th August. I was promised a response with 7 days and as is becoming usual I have heard absolutely nothing back. I will wait until the 8-week deadline for a response is up and then raise this with The Communications Ombudsman.

[bobpullen]

@ryajohnst - are you back to using the Smart Hub Pro again then? In your last post you said you'd swapped out for an Ubiquiti Dream Router 7?

If you are using the Pro again, any improvement since the fixes were deployed? What are you still having problems with?