EE Smart Hub Plus - Ethernet randomly dropping?

[RachT123]

Hi,

I've noticed that my PC is struggling to maintain a good connection connect through Ethernet (not powerline, hardwired) and I'm struggling to work out what is actually causing this - whether it's the EE Router, the cable or the PC's networking card. I've noticed that this is appearing in the tech logs (i'm finding them difficult to share but they indicate the Ethernet port connections are randomly going up and down) - removed serial number

Product code:

SH31B

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Firmware version:

r1.34.1-R-1055417-PROD-83002

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Firmware updated:

N/A

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GUI version:

1.13.1

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WAN:

PPP Connected

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Data sent / received:

10.64 GB Uploaded / 110.25 GB Downloaded

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Broadband username:

bthomehub@btbroadband.com

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Wi-Fi:

N/A

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2.4 GHz wireless network name:

EE-FW39Z6

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2.4 GHz wireless channel:

Smart (Channel 1)

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5 GHz wireless network name:

EE-FW39Z6

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5 GHz wireless channel:

Smart (Channel 64)

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Wireless security:

WPA2-Personal

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Wireless mode:

Wi-Fi 6 performance

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Firewall:

On

[JimM11]

@RachT123 The details you have posted show that your EE router is upgraded to the latest version of the FW. The events log will show you the status of the network connection. If it is a single port issue, you could just try moving the port. If you get the same error's the event will show you that the different port is erroring. If cable issue, look very closely at each Ethernet plug to see if you think that there is a cable not correct all 8 pins are connected, and if you hold them the same way each cable goes to the same placement they are colour coded so you know, you can only swap out the cable to eliminate if you think that it is a cable fault. sometimes they are not pushed home fully and this can cause an issue. Once you have done this, post back your results. Did the pc work before with no issues on the previous hub, are you using the same cable, these are all the things to think about. You should supply more details, especially if you have other connections on the router used etc.

[RachT123]

Unfortunately I can't just replace the cable (at least until i've ruled out anything else) - I had to get a handyman to do it originally as I just can't (AFAIK  it's just one of those standard cables you buy - sorry I appreciate that's not very helpful). I've made sure the cable is as tight as it can be. Cable is only around a week old.

I haven't seen the fault on other devices, but the logs suggest it is (port #3 is connected to a TV Box)

Speeds on the cable are fine (according to speedtest.net, it's getting the full 500mbps), but there's a lot of buffering/slow loading. When in games, it's really struggling at times. When I did a ping -t from the computer to GoogleDNS, there was about 10% packet loss (basically was fine for a few mins, then dropped).  My problems (on WiFi at the time) were present on my previous connection, but assumed they were "quirks" of WiFi (poor signal, considering the PC is upstairs) . I'm just going to go and check if it occurs with another device.

Sorry for the long post but please let me know if you need anything else!

[JimM11]

@RachT123 On the back of the router there are 4 lan ports, how many are you using? The wan port goes to your ONT so forget that one, the four ports are all grouped together.

[RachT123]

3 - 1 is the PC, 1 is TV and 1 is an Xbox

[JimM11]

@RachT123 If you login to the router, 192.168.1.254 and go to advanced, then technical log, then events, you can look through the events, This would be a typical entry for ethernet connection stopped, my case was reset of router. If you are seeing these at a random occurrence and always on the same port, then swap the PC to the empty port, if it keeps happening will now show that port number in the log. Expected down would be when you switch of the pc or reboot you may see this. 

31/05/2024, 07:03:21

Network interface eth1 down

[Danielmcg2020]

Defective hub.

[RachT123]

I had an Openreach engineer out on Monday due to a complete loss of service (on all devices) for around 20 minutes on Saturday, then it was up but very poor, the splice was redone. Apparently the (light?) power levels were too high as well.

I'm getting a replacement NIC for the PC (hopefully getting a USB one tomorrow), but if that doesn't solve anything (or issues persist with the the other devices - WiFi itself has been poor again today) - I'll replace the router/hub with a third party one.

[RachT123]

So I’ve contacted EE again as the issues are continuing (on WiFi and Ethernet) - they’re sending a replacement hub  (but not certain it will help much)

@Danielmcg2020 would replacing the EE hub with a  third party router be useful or would a new EE one correct it? I see you’ve had problems with the SHPlus.

Since I’m using FTTP, I can do this pretty easily.

[XRaySpeX]

You may replace the SH+ by any suitable router as long as you don't want to use DV.