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. 

[Peter_W]

Hi @runcornboy0611.

I'm disappointed your experience since switching has left you feeling this way.

Have we had the chance to rule out whether it's the equipment itself causing the issue here? 

As others here have mentioned, our Hubs are definitely designed to support multiple Ethernet connections at once, so what you're describing here is definitely outside the norm.

What was the last update you had since raising this with our team, and do you know if a complaint has been logged on the account?

Peter

[runcornboy0611]

Hi 

EE say the hardware is fine and have repeatedly tried to blame my home network even tho I work with them and removed some bottlenecks on the ports .

I have raised many many complaints and in the end they get closed down  as the issue is considered closed as I have a working broadband  orin the case of the contract they have a reason for the excessive charge.

.I was supposed to have a phone call to discuss my dissatisfaction and received a pre call to set a time and date - no-one called , I sat and waited , and I then received a email saying EE could not get hold of me - not correct . 

To be honest I have given up and like I said will move on when my contract expires. Sky are desperate for me to move to them and are continually making good offers when I renew my TV and mobile , but I have a long way to go on my EE contract when I mention this the offer disappears . 

21 years now with BT sad that it has come to this .Customer loyalty does not matter at all to EE .

[WillKirk]

I’d try for the power angle. See if you can get a power adapter with a higher amperage. If things plugged in makes it not work properly, perhaps it is being underpowered. The Smart Hub Plus needs more amps than the BT Smart Hub 2.

I am also in IT, in networking with over 25 years experience, and so I can agree - what they have said is a load of b_________ks.

However, I have had my customers experience routers underpowered on their own power adapters. (In that case 4G dongles knocked it over as sucking too much power). Higher capacity power supply solved the issue.

Also, don’t use power extensions if possible. Could result in issues if not all okay with the extension.

[runcornboy0611]

Hi

Thank will look round for one .

It’s very frustrating when you know what you are talking about and they are just fobbing you off with excuses .

I can imagine if I (and you) had treated  our users like that we would not last long at all .  Luckily I have been retired for a while now . 

[runcornboy0611]

Just to update you in the seven days since we had a power cut , which prompted my post , the broadband has dropped twice in the early hours and reconnected.

When I last reported this to EE they came back with the “learning” explanation,  which , like you , I thought should not happen with fibre but was aware it did happen with the old copper line connections ie pre fibre  .