Can anyone help with whether it’s worth wall mounting the hub 7 pro please

[Blueshine]

 

 

Hey,

is it worth wall mounting the hub 7 pro and the 7 pro WiFi extenders? I’m struggling to get signal from my hub which is connected to the open reach box in my utility room (which is an extension) through to the main part of the house as it has granite walls, the distance is only 3M in a straight line between the 2 but it constantly says poor signal or no signal, would wall mounting the hub make a difference?

this is photo of where it is now or I could wall mount it above, the signal needs to go up and right to the room inside the main house on the floor above but that wall to the main house is solid granite.

the Bt hub and halo I had never had any issues but the EE hub and extender don’t seem to go as far even though the extender is technically closer since it’s not wall mounted higher in the room like the halo was, it’s on a cupboard directly underneath where the halo was placed and the hub is in the same place as the BT one.

Also would wall mounting the extender help? Moving it to the wall where the halo was so directly up and off the cupboard it’s currently sitting on?

Ive got a second extender on the way to try and bridge the gap but is a wall mount to mount it higher worth considering? If it was mounted higher on the wall above where it is now would that improve signal? I don’t want to drill into the tiles unless it’s likely to help!

thanks for any advice, I have a long and tall house so struggling to get WiFi to the top floor and front with the extender not connecting properly.

thanks again! 

[Debbie_G]

Thanks for the update, @Blueshine. 

My apologies, I notice you mentioned you already have the second extender. As it’s still struggling after the power cut, I recommend raising a formal complaint using our Make a Complaint page. Our dedicated team will take it from there and follow up with you directly.

Debbie

[Blueshine]

Yes, the second extender that had the stronger signal before the power cut is still going Aqua to Orange, hasn’t been moved and it was 100% completely fine before, I can not have the ONT box outside of the main house with these hub, supposed to be the best there are (the pro kit) and they just aren’t, the old location of the ONT box was NEVER an issue either as it was inside the main house in the furthest room from now and I don’t understand why the openreach guy didn’t just move it to the kitchen to solve the issue under the stairs, he could of used the same fibre wire and cut it shorter, there is plenty of space and a plug well away from any worktops, fridges and microwaves and it’s exactly the middle of the house and still inside the granite walls so wouldn’t cause these issues.

i can still cancel but I can’t go back to BT, I also can not deal with this issue consistently, I won’t be making a complaint, that is going to take me over the 14 day deadline to cancel and I’m stuck like this for 2 years, so either the ONT box has to be moved or I’m out, I don’t see any other options and I don’t see why I should pay when it’s an issue with the ONT location and EEs Pro equipment, already spent nearly £40 to mount it all to try and help and damaged the tiles with drill holes that will be nearly impossible to hide if moved aswell.

[XRaySpeX]

Why are you having so many power cuts? They're rare! Something wrong somewhere?

[Blueshine]

It’s an older house, I do have an electrician coming on the 19th so maybe that will help, it’s also not the best area for reliability especially with the ongoing roadworks. Then there is the having to turn it all of for 5 mins as the app keeps unsyncing the extenders and saying “no signal” when they are actually aqua and I’m not sure if that matters to the changing the settings for pausing WiFi etc.

if the ONT was inside it wouldn’t be an issue at all as even if the power goes off it wouldn’t struggle so hard to connect to the extenders inside the house and get the WiFi to the 3rd floor with out lagging so much, it might struggle to reach the back of the house for a bit but that’s just the bathroom and utility room so meh not really the same size problem

i was told that over night it would do a 3am thing that would sort it out but still happening today and I can’t understand why when it was fine for days before, the EE tech page told me to turn them off for that long and back on to sort the app and now the one that said no signal says strong signal and the one that said strong signal is the one that says no signal

[Blueshine]

I would like to point out again BT was absolutely fine with 1 extender, I was sold an upgrade that is worse and I can’t go back either and the open reach guy who moved it for BT was more concerned with an easy job than the actual best place, if he’d said the granite wall I told him about was an issue I would have refused to have it there but he said it would be fine and not cause any issues at all.
Once the roadworks are sorted and the electrician has been it should help the power cuts (I hope) but if it’s still struggling after anyway I’m outside my 14 days

[Debbie_G]

I completely understand, @Blueshine.

If you’d prefer not to complete the complaint form, you can also get in touch with our technical team over the phone. They’ll be able to look into this in more detail for you, and they can escalate it further if needed. 

Debbie

[Blueshine]

Just spoke to a lovely lady, Claudia and her and her manager have approved moving it to the kitchen on that wall.

she was able to connect to my phone and see the camera and I could show her the current location, old location and new location through my phone. Couldn’t be booked in tonight as it’s past 9pm but been assured if I call after 8am tomorrow I can just get an openreach engineer book into move it hopefully next week 🥳

really happy, best solution possible, I love the EE hub and being able to group devices and pause WiFi to devices so the younger kids can sneak it after bed in a school night! Even school have noticed they are less tired! Muppets where muting the tv and playing Xbox, PlayStation or watching stuff and I couldn’t hear it and didn’t know!

hopefully there are no issues booking that tomorrow, been promised a email or text confirmation which I hope arrives and notes on my file!! 
will really help, I’ve I do lose power if it takes a few days to sort signal to the utility room and bathroom it’s really not that much of an issue but if I have to listen to the 17 year old shouting about lag etc while gaming on the 3rd floor for much longer someone’s going to get hurt 😂 

thanks for the help guys, if anyone’s got any idea of how to patch the holes in the tile without them being visible let me know!!

xx