EE fibre 1.6gb connection and speed issues

[j33tco]

So, moved to EE from Virgin 1gb package , after 24 months they were just asking too much on cost and I got a deal through EE.

Never had an issue with Virgin, speeds were always stable via ethernet and wifi, no jitter or intermittent losses, and with the odd router reboot was really good.

Iv been on EEs 1.6gb busy home bundle with the latest router and extender (wifi7) 

Since install, Iv notice on multiple devices, wired and wireless, that there is latency and jitter (lag) when using websites, gaming and social media apps. And from scouring the internet, i'm not the only one.

Unable to change the DNS on this router which is crazy. Iv disabled IPV6 after some research, change firewall settings ect, and nothing I seem to do will help the issue. Speed is also getting throttled from 6pm to 12pm, tests running from 1.4gb over wireless, down to 100-150 during these times. 

Iv split SSIDS so my older devices and cameras can stick toa 2.4ghz signal, and other devices using 5ghz (wifi 6 and 7 depending on the device) and all devices are experiencing the same thing. 

Does anyone know any fixes or can advise where to go forward with this now. Not been a good experience so far, and also , WTH is up with this EE app, seems it decides when it wants to work or not depending on which way the wind is blowing.

Product code:

SH4-1

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Serial number:

+******+**********

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Firmware version:

r2.64.7-R-1303938-PROD-1

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Firmware updated:

N/A

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GUI version:

2.34.2

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WAN:

PPP Connected

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Data sent / received:

1.66 GB Uploaded / 39.4 GB Downloaded

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Broadband username:

*********@************.***

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Firewall:

On

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Main WiFi

Network name:

*********

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2.4 GHz wireless channel:

Smart (Channel 6)

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2.4 GHz wireless security:

WPA3-Personal-Transition

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5 GHz wireless channel:

Smart (Channel 100)

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5 GHz wireless security:

WPA3-Personal-Transition

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6 GHz wireless channel:

Channel 69

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6 GHz wireless security:

WPA3-Personal

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Compatible WiFi

Network name:

**************

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2.4 GHz wireless channel:

Smart (Channel 6)

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2.4 GHz wireless security:

WPA-WPA2-Personal

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5 GHz wireless channel:

Smart (Channel 100)

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5 GHz wireless security:

WPA-WPA2-Personal

[Mod edit: Please do not post personal information on the public board. Thanks!]

[JimM11]

@j33tco There is new FW coming down the pipe to the EE Pro router and extender range, so hang fast until yours get's it's overnight update sometime when EE get round to it!

[XRaySpeX]

Changing DNS is available with the latest f/ware upgrade for the SH Pro.

[j33tco]

Not sure its even DNS related, every device in the property is getting multiple connection dropouts every 10 mins , only for a few seconds but enough to interrupt tv, live streaming, and even down to social media use. This is happening consistently throughout the day, on multiple different devices using all wifi bands, and even ethernet attached devices.

[JimM11]

@j33tco Suggest that you go read the extremely long posting off the Pro errors and response control, will link that for you!

Edit:- here you go!

1.6Gbit connection new smart hub (white, small box) sporadic issues? DNS MITM? - The EE Community

[j33tco]

So my options at present are ; 

Aftermarket Router.

Put up and shut up and hope a firmware update comes and its just a dns issue.

Raise a complaint, log and record the instability, and leave my contract already.

It's got so bad, that every device drops connection now, speeds bounce from 80mb dl to 1300+dl both ethernet and wireless, videos and streaming constantly lag and buffer, wifi calling is not an option, and the EE won't even load up half the time for me to continue my chat with the EE advisor on the help section. 

Was really hoping fttp and wifi 7 would be a huge upg , but I hate to say it, I'm starting to miss Virgins reliability.

[JimM11]

@j33tco Just keep an eye out at your advanced settings and see when the FW Update gets applied. Version below is the latest so that is what to look out for.

FW: r3.8.24-R-1531355-PROD-1 and the gui is at App version 3.1.3. 17/09/2025 Now https://

[j33tco]

Iv given up with EEs tech help, the latest fix is for me to move the wifi booster into the same room as the hub ... someone make sense of that move, even though I'm reporting the problem sat a few meters away from the hub looking at me lol

[j33tco]

[JimM11]

@j33tco Are you also having an issue with the pairing of the smart wireless Extender to the EE Router?