EE Smart Hub Massive Latency Spikes

[Hoddsykins]

Hello All, 

I switched from BT to directly with EE a few months back and as part of this I switched from the BT branded Wifi hub to the EE smart WIFI hub plus. Previously I was able to causally game with no issues via wifi. 

Other than changing the Hubs, there has been no change what so ever in my set up. Download speed tests show I'm well above 100mbps. However since the change, when I'm gaming the ping will normally sit around 25, but every 20 or so seconds I'm getting massive lag spikes where my ping is hitting 300-400. 

I've reset the hub and my PC multiple times with no effect every time. I've even changed my wifi adaptor on my PC.

EE in live chat can only suggest getting a wired connection. This won't work for myself due to house layout being awkward to string a wire around, hence why I use Wifi. 

I've noticed others in the forum have raised this exact issue, citing it may be a defect with the hub. Has anyone had any luck resolving this, as so far EE haven't taken on board my complaints about the poor connection. 

[Noahjohnson]

Sorry I meant they took the BT router and replaced with EE, apart from that, nothing has changed 

[JimM11]

@Noahjohnson What is the make / model of the mesh that you have hanging on the back of the EE router and how is it connected. Also what speed and type of BB package do you have from EE, the new EE router type, and a link below if you are not sure pictures will give you the idea. If you have a router issue, have you sent HELP to 66033 to have EE test the broadband to your home?

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

[Noahjohnson]

 

I have attached a pic of the router and the ‘discs’ we have in the house, we have been onto EE numerous times but because all is good from their end they have no answers and say they can’t do anything more. We have also had I think 5/6 engineers at the house to see if they can solve the problem but obviously the problem still occurs.

I believe we have the best package that is one under from the new wifi 7 they have brought out. We get around 500mbps when conducting a test at the router. 

[JimM11]

@Noahjohnson Will take a look at your pictures when they are cleared for viewing. So you either have FF 500 or you have FF900, the 900 is one below, the 500 is 2 below.

[Noahjohnson]

I’m pretty sure it must be the FF900, as when we purchased only a few months back they said it was the best available, then I have seen since the wifi 7 has come out 

[JimM11]

@Noahjohnson With you answer's and we will get to some relevant questions, but 900+ ethernet testing and 500 may be a little on the low side as speed test's go, but as we say' everything is relevant, device type etc, PS5 speed test is about as good as a chocolate fireguard so will be trying to find out your improvements you mention.

[Noahjohnson]

We have always had low speeds because of the area we live in so as bad as 500 sounds for some people it’s actually pretty good for us haha, we only got fibre installed last year everything else seems to be fine, streaming buffers occasionally but nothing too serious, it’s just the ps5 really 

[SteveLines]

I am getting the exact same issues. Out of 3 days it's has happened twice. When I am playing fc25 I have the ping displayed and around every 60sec it jumps up to 600 then back down to 16. It makes online gaming impossible. I will be calling them tomorrow.

[Colesey]

Although doing their best to help, I wouldn’t listen to anyone trying to offer technical help with this. The issue here is with the Smart Hub Plus and the extender hubs. EE won’t update the firmware to fix the problem. I had the same issue- once I upgraded to the WiFi 7 hub and extender hub all the latency issues have gone away and I can game comfortably and consistently at around 10ms in most games. Hope this helps! 

[JimM11]

@Colesey Thanks for replying and using your new found Pro / Extender experience, it's always a particular problem, wither network/wireless issue, on the EE Smarthub+ i see zero spike issues, wireless or wired, but then again i have NO EE extenders as use Asus mesh, wired becomes confusing, but the network is a shared resource. If people are not prepared to test a wired connection, then it becomes hard for elimination. Looking like upgrade to Pro may be the simple solution for gaming wirelessly if that is what you are doing. 👍