Gaming lag since change to smart hub plus

[grundy1973]

I recently changed from the smart hub and smart WiFi thinking that having WiFi 6 would be an upgrade. Boy was I wrong, the WiFi on the smart hub plus and smart WiFi plus is awful. Lags like hell. 

To get the so called upgrade I had to change from fibre essentials 50 to the full works plan. Costing me more per month.

I called EE and asked to be reverted back to my previous fibre essentials package and smart hub and smart WiFi. This was refused as I was 4 days past the cooling off period. Absolutely shocking customer service not allowing this for a loyal customer. 4 mobile contracts, Apple Watch sim, home broadband and digital voice.

they offered me 2 extra discs which I don’t need and maybe £100 credit to my account. Rubbish! That doesn’t solve the laggy WiFi.

What can I do? I don’t want to leave EE, I just want to revert back to my previous contract.

maybe I should go down the unfit for purpose route?

Any help would be appreciated 

[Stuart-H]

Hi @grundy1973 

Thanks for posting, sorry you've found the change over to the smart hub plus to be quite laggy, from your previous experience.

Changing to wifi 6 certainly should offer an improvement. Can I ask, have you tried it without Smart Wifi connected I am just curious if it could be a faulty router causing this issue.

I've sent you a private message asking for some details to take a look at this for you.

Thanks

Stuart

[debus68]

I’m also having this issue with a lot of games with the new smart hub plus and smart wifi. Call of duty modern warfare 3 will not allow me to even log in, found out the only way to get into call of duty is with either ethernet cable or completely disconnect the smart wifi and have just the router solo but even then on ethernet is takes about 30 seconds to connect on multiple pcs which means start up apps fail and you have to re-sign into them and on wifi it really badly lags.

[grundy1973]

I wonder if it’s EE trying to force users to buy the WiFi enhancer addon I’ve been reading about. Gaming mode which reduces lag.

[trysyoung]

Exacly same experience with me. Basic web browser speed tests all look fine - faster speeds etc, but gaming on the xbox is massively laggy, Netflix keeps pausing and the router range is bad. I figured same as grundy1973 - that EE are trying to get you to pay the additional monthly WiFi enhancer. I ended up buying a third-party router (£50) from Argos - TP-Link.

Xbox and Netflix greatly improved, range is waaay better. Had to connect laptop to new router with RJ45 AND call EE to get their username/password details to make it work (turn the orange 'no internet connecion' light green), but tbh they were totally helpful and, boom, much better internet eperience now. 

[Walsallfc]

Hi 

I’ve had the same it’s terrible, I told them to send me back my old smart hub 2 bt they said no, but now sending me the smart hub 2 but ee on it I hope it’s the same as the bt one of not il complain and refuse to pay for a poor service really poor ee are I think for doing this 

[Walsallfc]

Yeah money making out of hard working people 

[XRaySpeX]

@Walsallfc : There isn't an EE SH 2.

[Fiiboss]

I was out of contract with BT and signed up for another two years with the same package but £25 a month cheaper. Well, I received the new kit today, and after so much messing around, I finally got it all connected. Then the LAG was ridiculous. We all work from home, and it's impossible to use. I hate all of it, and I've been on hold for 35 minutes. I'm going to tell them to cancel the EE contract, and I am going to stay with BT.  

I uninstalled the new kit and their smart hubs for upstairs and reinstalled my smart hub and discs.  

I did speed tests on all of the hubs upstairs

EE: 98mbps upload, 72mbps download

BT Smart Hub:365mbps upload and 101 download speed

The only difference is the kit.

[XRaySpeX]

@Fiiboss : I don't understand you. If you signed up with the same package from BT you don't have an EE contract.