EE Smart WiFi Plus Connection

[AndyBUK]

I have just received a new Smart Hub Plus and Smart WiFi Plus (extension thing).  Though I am told there is a fault with the Hub that requires a replacement, I have been trying to get my head around all the tech. The Smart WiFi Plus is now connected wirelessly according to the app. However, when I click on it on the app it says "no devices connected". Does this mean the devices elsewhere in the house for which the Smart WiFi is supposed to assist with are not actually connecting to the Smart WiFi, and are in fact connecting to the hub itself, therefore making the Smart WiFi pointless? Or do the devices only show as connected to the main hub even if they are connecting to the Smart WiFi?

Thanks.

Andy

[JimM11]

@AndyBUK Below a link to a posting that you can view giving you the idea/feel for the Smart wireless extender. The software  is not the sharpest tool in the toolbox so it has to be taken with a little pinch off salt, and work around to be sure that you have and are connecting through the extender, to view that page web browser is best on laptop/pc http://192.168.1.254 EE app also shows connection status but not a fan in anyway of mobile app's. Page can be found under Advanced, wireless and extenders, password is needed to access. 

What or why have you been told that the router is faulty? You will also see in the link devices ARE connected to the extender....

Wired backhaul to the EE Smart Wireless device is by way the BEST way to connect the device if Home / Ethernet connection is available, wireless devices connecting to the extender can shove the signal down the cable at MAX speed.

Solved: Re: Smart Hub Pro Wifi 7 MLO Backhaul - The EE Community

Your router will be model SH31 or 32B and the Extender will be SW30A, make sure those are correct, wrong extenders have been known to be sent out by mistake, labels are on the bottom.

[AndyBUK]

Thank you for your reply. Starting to realise my technical knowledge is more limited than I thought, reading some of the info in the link.

With regards to the hub, we had full fibre installed on Monday. However, the wifi has not improved, plus speaking to tech support there is apparently no evidence that the hub is even Live and in use. And the ee app cannot do a speed test - test fails each time. Had an engineer out today and she can see there is 800mps coming in but the hub is only managing 70, so has ordered a replacement. After 3 months of waiting since placing the order to upgrade to full fibre, this had been a really frustrating extra delay, and I really hope a replacement hub sorts it out.

[JimM11]

@AndyBUK Ok, got it, you where/did have EE FTTC Broadband before the upgrade is that correct, the original EE Router you had that also connected to your OR Master socket. EE Would have sent you a RJ45 Ethernet cable to now connect the original EE Smarthub+ SH31B to the new ONT, WAN connection of the router to the Lan connection of new installed OR ONT.

Is that all correct? or was your router different before this upgrade?

Closely look at the Ethernet cable one bad pin connection will pull it all down to those speeds that you mention. Will link a post rather than post a picture for clearance, will show you what to look at compared to mine, sync at 1000 is what to look at. 

Re: Firmware update EE smart hub plus - Page 2 - The EE Community

[AndyBUK]

We did have a slower bt Internet before. They sent me a new hub and installed full fibre outside, coming into the house at a different point to where the old one came in. The red cable came with the new hub, but the open reach engineer installed that. Today's engineer hooked up a test hub and confirmed that it was the new hub that was not performing. Hoping that is indeed the case. Have been given all sorts of contradictory info throughout this process, so we will see. I wish I could test the speed myself but the app just comes up with am error each time.

[JimM11]

@AndyBUK Open up a web page, type http://192.168.1.254 that will connect to your router, have a look at the Status box, Wan speed will be 1000, or 2500 depending on your ONT installed to that EE Router, if you see a value of 100 then it's the cable or possible bad socket in the WAN router connection.

Link i sent earlier just click on it and you will see what my status page looks like.

There is 8 connections on the cable, and an 8 pin socket on the ONT and the WAN connection of the EE Router, IF OR tested using there own router and that cable, and showed it was fine, then you can believe them, if they did not do it that way then pinch off salt...

Are you only a mobile phone user person?

[AndyBUK]

The status says 1000 mbps so that bodes well.

Laptop user also.

Thanks. Impressed with your knowledge.

[JimM11]

@AndyBUK Forget the app, here is a cloudflare speed test link. Run either on you laptop, Cloudflare gives way more info.

Your 1000 wan sync speed is great, so no reason that the router cannot do it, Ethernet your laptop if you can.

https://www.thinkbroadband.com/speedtest

https://speed.cloudflare.com/

[AndyBUK]

Ok, so the new hub has arrived and all set up. I am still not convinced I am getting what I should from it though. I was told to expect 700 to 800 mps. Running cloudflare throughout the morning I was getting a maximum of 400. Just now I got 328.

Your Internet Speed

Download

328

Mbps

90th percentile

Upload

107

Mbps

90th percentile

Latency

20.5

ms

38.8

ms

64.8

ms

Jitter

4.51

ms

20.5

ms

13.4

ms

Packet Loss

0

%

Measured at 1:34:47 PM

Network Quality Score

Video Streaming:

Good

•

Online Gaming:

Average

•

Video Chatting:

Good

My son is getting high latency warnings when playing Rocket League online. Surely if things are performing properly internet-wise, that should not happen. I have tried several  ethernet cables.

I expect I will need to contact EE again, but I just don't know whether I can cope with the whole process all over again!

[JimM11]

@AndyBUK You need to test Ethernet connection first, if the laptop is capable of high speeds then the cloudflare or even the thinkbroadband test should return a high speed near your max. Network is a shared resource, so less on at that time better, once you know that then there is a baseline to work from.

Wireless testing is different, to get up to the high 800's you need to have a good mobile/laptop wireless device. Its all about the spec. If you can do an Ethernet connected test please do and post the result back.