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.

[rainman2871]

Hi Buddy

Disconnect the wan cable from the router and connect it to your laptop or computer so your bypassing and not using The EE Smart Hub Pro and so its directly connected to the ONT MODEM  and test it for 30 mins ??

Rainman287

[rainman2871]

Hi Buddy

Do a test and bypass the router for testing I think we all know its definitely firmware software glitch

Disconnect the wan cable from the router and connect it to your laptop or computer so your bypassing and not using The EE Smart Hub Pro so its directly connected to the ONT MODEM  and test it for 30 mins ??

Rainman287

[ryajohnst]

Hi mate,

We've already established the problem is with the Smart Hub Pro as everyone that's tried a third-party router doesn't have the problem anymore.

I don't have any other hardware and I rely on this connection to run my business, so I've had to shell out for a decent third-party router as EE don't seem to be doing much and certainly haven't gotten back to me with an update in the period they had promised to.

If I only needed the connection on one device, connecting directly to the ONT could be an option until a fix is issued but I've got multiple devices that I need to use.

[rainman2871]

Its not just WiFi being affected its also hard wired Ethernet connection with the same issue definitely software firmware issue I just hope they can role out a firmware with function to change DNS server settings.

[rainman2871]

OK Buddy I understand 

[rainman2871]

They should compensate customers as the service is not working properly the EE tech is phoning me this Friday for an update just curious what firmware do you have running on the EE Smart Hub Pro, mine is running  r2.64.7-R-1303938-PRO-D-1

[ryajohnst]

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@rainman2871 wrote:

Its not just WiFi being affected its also hard wired Ethernet connection with the same issue definitely software firmware issue I just hope they can role out a firmware with function to change DNS server settings.

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There's something more fundamental wrong than the DNS setup. I worked out on Friday night that that affects any new TCP/UDP connections from being started, not just DNS.

I'm also on r2.64.7-R-1303938-PROD-1, which has been updated from r2.64.6-R-1303886-PROD-1 in the early hours of the 9th August with no difference to the problem.

I wouldn't hold your breath with them getting back in touch with you. They've not once been back in touch with me during the timeframes they had promised, I've had to get back in touch with them every time and start explaining the problem from the start.

[rainman2871]

Hi Mate, the software programmers who write the firmware are just sending random new firmware, which really  need testing  for a few months at there test station before rolling them out to all customers, causing so many issues and also effecting customers who need a stable connection, So I ordered a 3rd party router yesterday from amazon arrived today this is version router I have brought

TP-Link Archer BE550 Tri-Band BE9300 WiFi 7 Router, 6-Stream 9.2Gbps Speed WiFi Router, Full 5x 2.5G WAN/LAN Ports, 6x Internal Antennas Covers Up to 2,000 Sq. Ft., VPN Support, Homeshield, Easy Setup

 I had to buy one as my wife works from home and needs it for work. If they fix the issue under 30 days then I could send it back to amazon for a refund or I might keep it just for a backup

[Britboy4321]

@rainman2871  Just FYI - Amazon (secretly) score their customers.  If you purchase lots of stuff from them and you rarely/never send stuff back or demand support from them etc, and don't ask for exchanges etc, they will have you on their computer as a 'high value customer'.

This means they will do really nice stuff for you.  Example:  The first thing I ever sent back they said as I'd made over 200 purchases from them in the last year, they'd refund me immediately before I even had the thing in the post (as well as getting the royal mail to pick it up from my house, for free, unlabelled and not even re-boxed, saying they'd take care of it all)!  I saw my money in my account in under 5 minutes, whilst I was still holding the item to be returned in my hand!

More pertinent for you, the second thing I ever sent back a few years later was BEYOND THE 30 DAYS but they took it back full refund anyway  as a 'good will gesture' because I'm a 'high value customer'.

I'm not promising they'll do this - and you have to phone them to get stuff like this (and be a 'high value, no moaning' customer with them) - but thought the info may be useful to you.

[bobpullen]

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@rainman2871 wrote:

I suggested  the firmware is at fault caused by corrupted software this only happens on 1.6Gbps service not the 900 GB package customers don't get the same issues.

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I'm not sure we can conclusively say that it's only affecting 1.6Gbps customers. Findings are probably skewed towards 1.6Gbps customers as the Pro hub comes with that package by default (as opposed to being charged as an extra subscription).

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@rainman2871 wrote:

... I also asked could they add option to edit DNS settings so we can input are own DNS settings ...

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Very much doubt that will help. Others have reported that the timeouts/response failures affect lookups to third party DNS servers too.

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@ryajohnst wrote:

If it did take 1 to 2 months to fix, this is completely unacceptable. Particularly as this never used to be a problem, and presumably they could fix it by simply rolling back to the last known good version of firmware.

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And that's the weird thing (bold). As far as I know, there hasn't been a firmware update for the Pro since early in the year. I get the impression this is something that people are only recently seeing? I am thinking firmware might play a part though, given there are indications the problem might not occur until the firmware updates within the first day or two.

@allamavortex wrote:

The replacement router they sent me came with a different firmware (older) and I watched it progressively update to a newer firmware, through about 4/5 different versions. 

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Are you sure about that (bold)? My understanding is that the hub will come on firmware A, upgrade to firmware B shortly after it's plugged in, and then upgrade to firmware C overnight - so, 3 versions. Something not right if you're seeing anything beyond this 🤔