Hub reboot issues

[runcornboy0611]

This never happened with the old black BT hub but now everytime my EE hub reboots , as yesterday due to a power  cut , it will not reconnect my broadband if anything if plugged into the ports .

EE claimed this has always been the case but for many year previously with BT it was not an issue .Anyone else experiencing this ? Means if we are out and there is a power cut , or away , broadband will not reconnect - useless. 

[Mustrum]

@runcornboy0611   that sounds like a faulty router, I would get back in touch with Customer Services and ask for a new router.

If you still have the old one it may be an option to use that.

[bobpullen]

What hub are you using and what do you have plugged into which ports?

[runcornboy0611]

Hi the black hub  provided by EE when I migrated from BT to EE I believe they call it the Smart Hub Plus  .

All 4 ports are in use 1 to one of my cloud drive  drives , one directly to a sky stream box and one to my main network hub and one to a further network hub for my daughters gaming set up .

EE themselves recommended this set up as everything into the main network hub they said was causing issues . 

Note I am  50 year experience IT guy amongst my skill set is networking .

[bobpullen]

When you say 'network hub' are you talking about unmanaged switches or something else? None of your LAN devices are plugged into the WAN port on the EE hub are they?

When you say the hub will not reconnect, what exactly are the symptoms? What is the hub LED doing at the time and what does the Hub Manager/GUI show in terms of Internet connectivity? Do you have a Full Fibre connection or is your hub connected to your phone line?

Are there any other access points/routers on your network?

I'm struggling to envisage how simple devices/switches connected to your LAN ports can have any bearing on your Internet connection/WAN connectivity 🤔

[runcornboy0611]

Hi 

Yes a 24 port unmanaged  switch -  all my switches are unmanaged .

I am only repeating  what EE support told me ie the hub will not reconnect to the internet if I have any network devices plugged into it at the time of rebooting,   and its happened twice now  it hangs trying to re-establish a broadband connection  (ie the light does not go aqua ) after a power cycle .

Personally I thought it was a load of rubbish .

Once everything is disconnected and power cycled again  it establish a connection within minutes .

Note this only happens after a hard power recycle if EE choose to drop and reconnect my broadband overnight , which they seem to do a lot  , then its fine .

And no ...... Nothing is connected to the red  port as I said I am a IT guy ....... 

Since the day I was forced to transfer to EE and new hardware its been one long series of problems - never had any issue with the old BT hardware and I am talking many years .

[bobpullen]

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@runcornboy0611 wrote:

ie the light does not go aqua ...

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So, what does it do?

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Personally I thought it was a load of rubbish .

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Inclined to agree. I have three unmanaged switches connected via a single LAN port of my EE hub and there are no problems whatsoever should I powercycle the hub.

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And no ...... Nothing is connected to the red  port as I said I am a IT guy ....... 

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So, can we assume from this that you have an FTTC connection that is routed via your phone line? That's one thing that differs from my setup if so. Moot point though really because there's no way the LAN ports all need to be 'empty' for the Internet connection to establish (certainly not by design anyway!)

[runcornboy0611]

Hi

 The Light goes solid orange .

I have a fibre cable right into my home office  from the grey box outside this is connected to the Openreach hub .

My EE hub then connects to the Openreach hub via the red port using the Ethernet cable provided . Thats why I said nothing us connected to it meaning no other network device that port is dedicated to the fibre connection , 

EE also insist the Openreach is rebooted each time I have a issue they are clearly following a script.

Another thing is they say that the EE hub has to be rebooted almost weekly I refuse to do this as it then spends the next 48 hours restarting itself whilst it’s hunting for the best line speed “ learning “ they call it .

In my experience once the lines up and stable best practise is to leave it well alone.  ,

[bobpullen]

Steady orange suggests that the PPP negotiation is failing for some reason which is odd.

The EE hub does not need to be rebooted weekly and neither is there any concept of 'learning' or 'training' on a full fibre connection. If you see 48 hours of interruption after a restart and frequent overnight drops (as mentioned in an earlier post) then I can't help but think something more fundamental is going wrong here 🤔

[runcornboy0611]

As soon as I am out of contract I am leaving as on top of this a new customer on the same package as me ( full fibre gigabyte) pays  £40 month I initially as I transferred from BT they charge me £71 and claim even tho it’s looks like the same it’s not  !! . 

I have complained and queried the legality if this and they say I transferred from BT and not entitled to the lower price  for the same speed — Utter rubbish . 

EE are by far the worst company ever  to deal with they even make Sky look reasonable !!  and that is saying something . They shafted the loyal ex BT customers.