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.

[ryajohnst]

I admit I'm still using the UDR7 and haven't checked with the stock router plugged back in.

I'm not having any problems just now, my complaint is in regard to loss of service while I was using the Pro and for me having to to purchase additional hardware to use their service. 

[JimM11]

@ryajohnst Is your complaint still open and active in the EE system, or has it been shut down by them!

[rainman2871]

Lol oh didn't I mention that I'm there sales rep for TP-LINK the more I sell the better pay out I get hahaha 

But come on guys  seriously the proof is in the pudding you can carry on using there smart hub pro with loads of issues or  put your hand in your deep pockets and pay for a better router

[Mod edit: Offensive language removed]

[ryajohnst]

All my telephone complaints have resulted in a "Your complaint is now closed" e-mail a few days later which I definitely hadn't agreed to it being closed.

The e-mail I sent them resulted in a automated message saying they'd be back in touch within 7 days. (Timer currently stands at just under 19 days).

All I'm asking for is compensation for the period between the issues started and when I replaced the router and for them to cover the costs of my replacement router. I don't think it's unreasonable considering I'm paying £69.99 per month.

[JimM11]

@ryajohnst Compensation you may receive something from them, highly unlikely anything regarding your purchase as EE will not want to own a non Branded Router for themselves!

[Christopher_G]

Hi @ryajohnst 

It may be worth filling in our online complaints form. That way a dedicated team will handle your complaint and contact you to try and find a resolution.

Chris

[ben_flugel]

I've had exactly the same thing happen today. 

I did speak to a very knowledgeable chap in a specific team that is dealing with this issue and has given me hope.

But my complaint has been marked as closed which I don't feel it is either. EE really need to acknowledge poor service financially for those of us impacted. 

[ryajohnst]

This is the exact form that I filled in on Sunday 17th August at 23:20 to absolute no reply.

Pretty appalling way to treat any customer let alone someone giving you £69.99 a month for a service that isn't performing.

[tnj]

My understanding is that the premium price of nearly £70pm is because of the claimed state of the art WiFi7 home mesh service. However all that is delivered is a FTTP asymmetric service that can boost to 1.6Gb/s with frequent intermittent interruptions. There are many other access providers in the market but unfortunately none other than Virgin or Openreach resellers where I live. I have the choice of waiting for EE to provide the service they offered, buying my own mesh hardware system but still paying the premium for the failed EE mesh or waiting for other fibre providers. My old BT G-fast at 330Mb/s was better. I am not happy.

[ben_flugel]

Has anyone had any contact from EE over the last couple of days? My complaint was closed. Finding this is being handled very badly.