Devices reporting WiFi / connection unavailable

[MikeAlanR]

Evening everyone,

I have been suffering from an odd issue the last 8 weeks or so and it's getting to the point where it's unbearable. I have EE 1.6Gbit service and the Smart Hub Plus. It has been solid for 2 years with no issues but recently started playing up.

I use Sky Glass and Stream pucks and these devices regularly report no WiFi. I have raised the issue with Sky, as I am an active (superuser) user on their community and my contact at Sky is advising their telemetry is showing their devices failing DNS and constantly flip flopping from 5Ghz band to 2.4Ghz.

I have also seen the issue on Amazon Alexa devices, Samsung mobile phones and a Nintendo switch, so don't think it is a sky issue. Rebooting the router restores service. No need to reboot the ONT.

EE have replaced the router twice. But i am still seeing the issue. They replaced it a second time as I used the original power cable but swapped the router, and they are aware of an issue with power supplies but have  only just told me of this. They have also sent an engineer out who found no fault. I've tried changing the DNS settings to Google and Fast (8.8.8.8 and 1.1.1.1) respectively as well as altering the DHCP lease. I also see the issue on both wired and wireless devices. I also have a EE wireless extender.

They have put me on the list for a WiFi 7 router but say this could be another 4 to 6 weeks.

I've had to reboot my router 3 times today and it's becoming a real pain point!

Is / has anyone else had this issue or recommend any settings changes that may help.

Thanks

MikeAlanR

[JimM11]

@MikeAlanR Have you not been looking at this problem or do you just associate it as a plus issue!

1.6Gbit connection new smart hub (white, small box) sporadic issues? DNS MITM? - The EE Community

[Shannint]

We have had sky stream for a few months with a few issues around Netflix,but since going full fibre and receiving EE smart plus router connection a nightmare. Spoken to sky and one puck replaced as it bricked after attempting reset. Agent told me a recent software update hadn't helped. We get no internet screen on start up, pressing home button a few times takes us to home screen. Which is better than nothing,but any attempt to access watch anything other than live TV results in no connection issue. Didn't find Sky community at all helpful. Your comment that replacement router didn't help disappointing . Let us know if pro fixes it.

[bobpullen]

You shouldn't need to but I wonder if connecting the Sky devices to the Compatible WiFi network helps at all?

@MikeAlanR - if a device is flip-flopping between bands, then it suggests that it's not positioned optimally relative to the position of your hub/extender. Trying the Compatibile WiFi route would at least fix the connection to 2.4GHz. Not the best for performance but would be worth a shot. Also, do you have any other equipment on your network like third party extenders or Powerline adapters? Anything other 'non-default' settings that might lend a clue to what's going on?

[MikeAlanR]

Hi @bobpullen 

It's been solid for 18months before this and I am seeing the issue on wired devices. I have tried the compatible network and same issues persist. No new devices have been added.

Also seeing the issue on other non sky devices.

MikeAlanR

[JimM11]

@MikeAlanR Your are probably best to just wait and see when you get the EE Pro version and it's smart wireless and go from there again as the starting point! They should have sent you the Pro a while ago with you having the 1.6Gb/s service!