EE Smart Hub + continuous drop out

[Saintmatt]

Good evening, grateful for any advice etc on the following issue

i have an EE smart hub+, since changing from BT last year. I have FTTC so it is the old copper connection to the hub.

i have 4 Ethernet connections to this hub

1 is computer ( Mac mini M1)

2 is BT whole home WiFi mesh 

3 is sky tv

4 is Hive

all worked fine before on old BT smart hub 2 (didn’t have hive and had a pc not Mac back then), problems started about 3 months ago and have got worse - Wi-Fi drops then shortly after all the Ethernet links go, yet the lights remain aqua green on hub.

several engineer visits later, line problems have been identified and fixed (apparently), yet problem still happens almost on an hourly basis and need to wait or reboot and the cycle repeats. The last option is to change the router, this has not happened despite being sent 4. I am now the proud possessor of 2 boxed EE mart hub + (the FTTP version so does not have the broadband ‘in’ port) and 2 BT smart hub 2’s because they can’t seem to send me the right EE hub. 
before I bite the bullet  and revert back to the BT hub (will need to purchase  a network switch as the BT hub only has three Ethernet ports), any ideas why the hub loses all connection, not just Wi-Fi? I get that there might be Wi-Fi conflicts, but to knock the Ethernet link out as well?

[JimM11]

@Saintmatt You need to do logical fault control, put one device on ethernet only, suggest your mac, and see what happens, if no fault add second device etc, will take some time to check.

[Mustrum]

@Saintmatt  are you able to log into the router, go to the advanced section find the technical log and post the results?

At the moment it is difficult to say what is happening without more detailed information.

[XRaySpeX]

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@Saintmatt wrote:

the BT hub only has three Ethernet ports

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The BT SH has 4 Ethernet LAN ports. One of them, port 4, may double up as a WAN port but you won't be using it as you're on FTTC & will be using the grey BB port as the WAN..

[Saintmatt]

Thanks so much for the prompt replies, 

so the WAN port may be used as a 4th LAN? Will try, if it does not work then a switch is only £20. I would rather the EE hub worked though as it is Wi-Fi6, whereas the BT hub is not

will give the logical fault control a try but I do not understand why one conflict or faulty device etc can through the whole router out, Wi-Fi and Ethernet

Bit of cut and pasting re technical info (had to do a reset as it dropped again whilst writing this so time up is short

Your Hub’s settings and statistics

This is a list of your Hub settings and current statistics.

Product code:

SH31B

---

Serial number:

+114403+2404xxxxx

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Firmware version:

r1.35.0-R-1138091-PROD-83002

---

Firmware updated:

N/A

---

GUI version:

1.13.1

---

DSL uptime:

18 Mins 

---

Data rate:

19.56 Mbps / 76.95 Mbps

---

Data sent / received:

9.91 MB Uploaded / 80.16 MB Downloaded

---

Broadband username:

---

Wi-Fi:

N/A

---

2.4 GHz wireless network name:

EE-xxxxxxxx

---

2.4 GHz wireless channel:

Smart (Channel 1)

---

5 GHz wireless network name:

EE-xxxxxxxx

---

5 GHz wireless channel:

Smart (Channel 100)

---

Wireless security:

WPA2-Personal

---

Wireless mode:

Wi-Fi 6 performance

---

Firewall:

On

Technical Event Log

This shows all events that have taken place on your Hub since the last time it was reset.

Category:

Level:Time and date Message

16/09/2024, 20:17:59	DSL connection lost
16/09/2024, 20:18:19	Network interface eth1 down
16/09/2024, 20:18:20	Network interface eth2 down
16/09/2024, 20:18:21	Network interface eth3 down
16/09/2024, 20:18:23	Network interface eth1 up
16/09/2024, 20:18:24	Network interface eth2 up
16/09/2024, 20:18:25	Network interface eth3 up
16/09/2024, 20:18:45	DSL connection established

[Saintmatt]

Many thanks for all your responses and interest, 

I will do a logical fault control test but I struggle to understand how one of the items attached via a port would throw all the Ethernet ports and Wi-Fi 

if all else fails I will revert to the BT hub and test the 4th wan port as a lan port

Unfortunately I can only get access to the data since last reset, which was when the Ethernet/wifi went down, so not sure how it helps?

Technical Event Log

This shows all events that have taken place on your Hub since the last time it was reset.

Category:

Level:

Page 1

Selected:All, Debug

Time and date	Message
16/09/2024, 20:17:59	DSL connection lost
16/09/2024, 20:18:19	Network interface eth1 down
16/09/2024, 20:18:20	Network interface eth2 down
16/09/2024, 20:18:21	Network interface eth3 down
16/09/2024, 20:18:23	Network interface eth1 up
16/09/2024, 20:18:24	Network interface eth2 up
16/09/2024, 20:18:25	Network interface eth3 up
16/09/2024, 20:18:45	DSL connection established

Your Hub’s settings and statistics

This is a list of your Hub settings and current statistics.

Product code:

SH31B

---

Serial number:

+114403+24xxxxxxxx

---

Firmware version:

r1.35.0-R-1138091-PROD-83002

---

Firmware updated:

N/A

---

GUI version:

1.13.1

---

DSL uptime:

1 Hr 3 Mins

---

Data rate:

19.56 Mbps / 76.85 Mbps

---

Data sent / received:

75.25 MB Uploaded / 167.33 MB Downloaded

---

Broadband username:

bthomehubxxxxxxxxxxxx

---

Wi-Fi:

N/A

---

2.4 GHz wireless network name:

EE-xxxxxx

---

2.4 GHz wireless channel:

Smart (Channel 1)

---

5 GHz wireless network name:

EE-xxxxxxxx

---

5 GHz wireless channel:

Smart (Channel 100)

---

Wireless security:

WPA2-Personal

---

Wireless mode:

Wi-Fi 6 performance

---

Firewall:

On

[JimM11]

@Saintmatt Switch of the BT Wholehome wi-fi network!!!!

[robh661]

Doing that might identify a faulty port on the hub, and if it is a faulty port, then EE should be able to replace the hub. 

[XRaySpeX]

All you get out of that log is :

16/09/2024, 20:17:59

DSL connection lost

It doesn't tell you why. So it's not much use!

At least your speeds look good for G.Fast.

Try changing Wireless mode: to  Wi-Fi 5 & see if it's more reliable.

[Saintmatt]

Need it (whole home Wi-Fi ) as house is a bit of a mare for Wi-Fi signal. The drop outs are recent as well annd all was working well before .  However I will try / test this and the other ports

EE have sent me 4 new hubs lol, all the wrong ones, I am in heated discussions with them currently.

i was also disappointed in the log output. I assume this is because it is proprietory hub? Any ideas how to change the settings to Wi-Fi 5? I looked and couldn’t find 

thanks again all for your interest and help. I will pursue getting the right router…. Then revert to the BT hub