EE Router

[Gill591]

Hi,

Hoping someone can offer advice.  I would like to find out how old my EE Router is.     It looks like a EE Smart Hub (just looking at images online).

I have looked at my EE Account and I cannot find anywhere that tells you exactly what router you were sent by EE so that I can determine how old it is.

I have recently checked my broadband speeds (which.co.uk/speed-checker) and the download & upload results were very low.  I had shut down all  devices eg mobile    and my computer was connected via the ethernet cable so I think I did the test correctly (I am generally at sea with technical stuff).    I am going to run the test again a few more times over the next few days to collect more information before I tackle this with EE.   My router is in the best position next to the Openreach box and  connected directly the computer, it is always switched on, I have cleared my browser cache - trying steps to ensure it is isn't the set up in my house that is slowing down the signal.

[XRaySpeX]

@Gill591 : Welcome to EE's Home Broadband Forum.

The EE Smart Hub is the current issue for EE Fibre BB.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
• For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

[Northerner]

Hi @Gill591 

What speeds are you expecting from your package? 

Thanks 

[Gill591]

Hi Northerner,

My contract says download speeds between 35.5 Mb/s and 36.4 Mb/s    and  upload speeds between 8.2 Mb/s and 9.1 Mb/s.

The Which.co.uk/speed checker results were

Response 148ms    Download 9.4 Mbps    and  Upload   2.4 Mbps

[Gill591]

Hi XRaySpeX,

I struggle with technic etc.  I have been looking through EE Broadband Account and I cannot find any information on my router.  Does my router have a separate account and if so, can you please advise where I find this?

[XRaySpeX]

No, your router does not have its own a/c. It is just a bit of kit to enable your BB. The most you would've had is the Welcome emails when you took out your BB or were sent a replacement router.

The age of your router is unimportant. I've never seen a router whose age has a bearing on your BB performance. That is affected by the quality of your line & its connection. That can only be investigated by looking at the actual connection stats experienced in real time by the router itself & compared with the best estimates of what you should be getting. These I have asked of you & w/out them nowt more can be said by anybody about the speeds you are actually getting.

[Gill591]

Hi XRaySpeX,

The information above has been useful.  I found a green Welcome to EE Smart Hub user guide and I have printed off full router stats.

I have  done speed tests on Thinkbroadband & BT Wholesale - the results were far better than the Which.co.uk/speed checker (which I have run a second time - still getting same poor results?).  I have also found the BT Wholesale Broadband Availability Checker and printed off information based on my landline number.

Most of above goes over straight over my head and I haven't posted on here because I don't now how to - it is taken me ages to work out how to find my initial comment on EE Community after I left the forum.  However, all of this has given me a starting point from which to move forward.

[XRaySpeX]

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@Gill591 wrote:

I have printed off full router stats.

I have  done speed tests on Thinkbroadband 

I have also found the BT Wholesale Broadband Availability Checker and printed off information based on my landline number.

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Good! May I see them? Use the Camera icon above your text to upload an image file to here.