Connection Issues

[UniqNo]

Hello friends,

Hoping someone can help me out here?

We recently had our skybroadband replaced with EE fast fibre 300 (or whatever its called).

It had initially been working well the first couple of days with all devices over the WiFi, however, day by day things keep getting disconnected (SKY Q box, smart tvs, tablets) and would reconnect a day or a few hours laster after resetting the device or hub or after reinserting the password into the devices.

Now it's starting to affect my xbox, which i cant have!!!. It usually works just fine with WiFi with no need to an ethernet cable before todays disconnection. So I reset the router and xbox and it connected fine again. I D
did matchmaking for an hour or so then went about my day. Then came back later and the same issue...not connecting, despite all the test etc...

I beleive the problem may be the router settings and all the stuff about 2.4ghz or 5ghz or compatible WiFi etc. See photos.

So my questions is, has anyone ran into a similar problem and can you tell me the fix that doesn't require resetting the hub or devices everytime?

Thanks in advance.

 

 

 

[UniqNo]

Hi,

So the Sky Q was intially connected by the wifi (no Q mini's in the house, just the one box) and it disconnected maybe every day to every other day. So i got an ethernet cable and plugged it into my own TP-link wifi extender, which seemed to work. I did that as i assumed the wifi module in the box was the problem, as one of my smart TV's also had issues on previous wifi connections (virgin and Sky). So this worked for a while until yesterday when all my devices was starting to struggle to maintain solid internet connections.

My sky was slower mainly due to the tarif package, not the capabilities and it was through the phone (standard broadband) and when there were issues, it was normally external (open reach etc). but it was more consistant and steady. We were just paying too much for what it was. 

We decided to then go with EE due to the way it was sold to us and the offer of them buying out the rest of the contract.

But now for the last week (only had it about 2 weeks) it's been sporadic and inconsistent causing issues with work (as both the wife and I do so for half the week).

This morning was another ball ache as had to reset the router twice just to get both our laptops connected, which is still dropping every so often. 

[JimM11]

@UniqNo The Tp-Link may also be a huge source of your problems what model off extender are you using? When you don't say what you have, wireless wifi can easily be destroyed when a device goes rogue and causes issue... Link below to the RE's

Range Extenders | TP-Link United Kingdom 

[UniqNo]

So it's the RE605X, not on that website, but looks identitcal to the RE505x and RE705X

[JimM11]

@UniqNo Ok will go look at it, it's an end of life Tp-Link product, can you switch it off and not use it....

Unless you are prepared to go back to basics with this there is going to be not much can be done, with your NEW EE Smart Hub 7 Plus, did you get also a EE Smart wireless 7 Plus extender to go with it? They sometimes get sent out as a pair off devices so not sure if it's an automatic with the Plus hub! Its also a wpa2 device.........

RE605X | AX1800 Wi-Fi Range Extender | TP-Link United Kingdom

Specifications - RE605X | AX1800 Wi-Fi Range Extender | TP-Link United Kingdom

[UniqNo]

I can try and unplug it for the day and see.

And no,  no wifi extender was given, offered or even discussed. I'd sssume i'd have to pay if i needed it. 

[JimM11]

@UniqNo Ok got that....

Your laptops for working from home, are they both Ethernet port capable and if so do you have cables to connect and work at the new Hub?

Understand that this is all a mess at present but there is one device that is probably messing with your New hub wifi and it needs to be found and quickly or you will have issues forever! For me that is turning them all off and starting from scratch, it's all up to you, i've been doing this for 45+ years, also Quit EE Mar2025 11 months into the 24 and returned back to sky so not going to hide any facts from you!

On your Tp there is a label on it somewhere it will have a Version number can you have a look and say what version you see on it, will be like V3.80 etc! Few releases with TP so it's important and can take a look were there FW is at time wise! 

If your version is above V3.8 then no problems as there are NO other FW updates released TP must have been happy it was all working good enough at that point onwards!

[UniqNo]

Ok,

We have a spare ethernet cable but is only about 3m, but i really dont want wires all around the house..otherwise what was the point in getting a wireless router lol. 

So after unplugging for the day it was initially going smoothly, however today i got back onto the Xbox and its giving issues again. Connection was initially auto connecting on the 2.4 ghz, I was able to get online but no multiplayer, then I went offline and back on and it managed to go onto 5.0ghz and multiplayer back up and running.

One of the smart tv's was loading netflix, but then when it came time to play a video it gave the "error" message. I've got the router now, but like I said I doubt it's that. 

The WiFi extender version...not sure see photo i took of it. 

Also why did you leave EE? the offer they sold us wasnt bad but I guess they just want to give you the new shiny thing without knowing if we really need that or something a bit more basic 

[JimM11]

@UniqNo The EE Hub is a SH35 so the SW35 would be the smart wireless i think, There a 4 smart wireless devices, they HAVE TO BE MATCHED to work!

Nothing to do with offers, they sure can mess up a network overnight and care not one iota that they did that, took about as much sugar as one can, lived with all the little issues worked around all the little problems they never fixed, and then the camel's back go broken, two weeks later i was gone back to sky, that's the simple answer!

[JimM11]

@UniqNo If you are using the EE Hub and the Smart Wireless unit from them, then get all other wireless transmitting devices off until you know the Hub/Extender is ALL working correctly....

[UniqNo]

"@UniqNo The EE Hub is a SH35 so the SW35 would be the smart wireless i think, There a 4 smart wireless devices, they HAVE TO BE MATCHED to work"

sorry none of that made sense to me. But the extender is something I bought myself when we had sky due to the distance of the router to to the top floor.