Connection Dropping / Packet Loss

EddieBoyyo · ‎22-11-2024

I was recently 'advised' by BT to switch from my BT SH2 to the EE Smart Hub Plus. I think it's fair to say that since switching, there's been nothing but issues with it.
The most impactful issue has been that I am getting complete connection dropouts / packet loss when gaming. This is happening every 30-45 seconds and lasts for at least 3-5 seconds. Spoke to tech support on the phone and they said they'd get an engineer to call back - it comes as no surprise that no one has reached out since this call 4 days ago...

I am on cable as I live in a remote area, so no fibre is available. The connection to my PC is wireless due to the logistics of running an ethernet cable from the router to my PC.

I have read through other forums and tried common solutions such as restarting (fixes the issue for 15 mins max), switching to WiFi 5 from WiFi 6, and checking that the router IP isn't clashing with any connected device IPs. I switched back to the BT SH2 and it worked fine; however, to avoid the fine I had to send it back, so now back on the SH+.

Has anyone experienced a similar problem and has managed to find a fix?
Any help is appreciated.

EddieBoyyo · ‎22-11-2024

@JimM11 The issue is that our landline is now tied into the SH+ router too. So disconnecting the router loses us our landline connection... So if I were to get a SH2 again, I'd lose access to the landline and by the sounds of it, BT wouldn't be able to reinstate it on its own, i.e. as a standalone from the broadband.

EddieBoyyo · ‎22-11-2024

Thanks both for your replies up to this point. I'll speak to BT, if they can reinstate the landline then I'll switch back to the SH2. If not I'll keep you posted and figure out if there's a fix...

WillKirk · ‎22-11-2024

@EddieBoyyo The BT Smart Hub 2 (or EE Smart Hub (2023 non-plus model) are both Digital Voice compliant and work with your EE Digital Home Phone just as the Plus does.

Your phone therefore will see no difference other than having to load your contacts back in and register the handsets to the currently used hub.

Slimtidder · ‎14-01-2025

I have this exact same issue. Packet loss exactly as you describe it with my PC upstairs. The internet connection is fine but the signal from the router sucks.

XRaySpeX · ‎14-01-2025

@Slimtidder : Which EE BB plan are you on including its speed? What EE router do you have (read its label or post a pix)?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

viktorsmart · ‎30-01-2025

i have exact same issue. packet drop while gaming and i found the following: packet drop is every 40 seconds and this is how it looks if i monitor pings to 8.8.8.8 google dns (pingplotter or wireshark):

hub ip -> some 172 interface -> 62.172.102.139 (100% packet loss) -> 62.172.102.138 (30% packet loss) -> 62.6.201.17 (0.7% packet loss) -> 142.250.171.140 (0.7% packet loss) -> 74.125.253.31 (0.7% packet loss) -> 142.251.54.25 (0.7% packet loss) -> 8.8.8.8.

Support said i have problems with wifi but i changed 3 different wifi dongles and i have exact same results with each one of them. If i change any settings going from wifi 6 performance or stability or wifi 5 - same results. If you change any wifi interface settings - results are exact same. I have updated all the drives, bios and tried variety of different options and results are exact same - every 40 seconds i have packet loss.

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JimM11 · ‎31-01-2025

@viktorsmart Time now for you to go find out if it is a wireless network issue, an Ethernet network issue or a combination off both. If you need any advise on what to do then post back.

viktorsmart · ‎31-01-2025

@JimM11 i ordered 2 more items today: another wireless adaptor and new extender hub. Ill try both and see whether this will improve anything though im not that hopeful. i have engineer visit as well. lets see what they say about this too. ill update later on today.

JimM11 · ‎31-01-2025

@viktorsmart Unless you go look see what is happening on YOUR network at home you may not solve the issue, my SH31B shows nothing like it, and i have a way more complicated with multiple routers and extenders, but have made sure all devices play nice with each other.

Mustrum · ‎31-01-2025

@viktorsmart when you say packet loss :

hub ip -> some 172 interface -> 62.172.102.139 (100% packet loss) -> 62.172.102.138 (30% packet loss) -> 62.6.201.17 (0.7% packet loss) -> 142.250.171.140 (0.7% packet loss) -> 74.125.253.31 (0.7% packet loss) -> 142.251.54.25 (0.7% packet loss) -> 8.8.8.8.

Those routers are doing what they are there to do, that is route your and other traffic, they do not waste effort or processing power responding to your ping plots.

The extended ping every 40 secs or so is the thing to concentrate on if you can, but trying to find the cause will be more challanging.