Latency / Ping Spikes after upgrade - Hub and Internet problems.

[TrueWill]

Hello All
i have a query and i hope someone has the solution.
Ive called the help line and it sends a text for me to reply FAULT etc, but it doesnt find a "problem" with the service....
Essentially the issue is:
Latency Spike - Since the upgrade from Full Fibre 100 to Full Fibre 500 which became effective from today 27/04/2024. 
I received the new BT/EE Smart Hub Plus which is to replace the BT Smart Hub 2. I installed the hub and tried the net speed, initially it went to 190mpbs (approx 21mb). Then i tried to play any games that requires constant / consistent internet connection, i started to receive latency spikes from 20ms to 1094ms etc, it happens at every 20-30 second intervals and its terrible. It would seem this is the problem for video calling as well, which would be quite a problem for work.
I reset the hub etc, things that the IT or helpdesk would advise and still got the same problem. I looked on the forums and it would seem a lot of people have a similar issue. I tried the SmartHub2 again and it doesnt spike in latency but when i test the net im only getting 70mpbs (9mbs). But then that defeats the purpose of paying more for the "faster internet".
Has anyone resolved the problem with the new smart hub?

Many thanks

William 

[Jayy__]

I have been experiencing this issue since February with the Smart Hub. We initially had a BT router and plan (I cannot recall now which, sorry) but that was all fine with no issues. Now however with EE, there are huge spikes every 30 seconds simultaneously across all wirelessly connected devices. There is only one device connected via Ethernet and this one does not experience the spikes (as we live in a four story house it is not practical to connect all devices directly to the router). I bought a long Ethernet cable to confirm this and connected my PC to the router and the issue was no longer occurring on my PC but was still reliably happening across wireless devices, so this is definitely something that is affecting the wireless devices only.

I called EE back in late February to seek help and was told that everything was fine on their end and that they could NOT help me in regards to anything relating to ping/latency problems as it is not their problem. They sent out a replacement Smart Hub which they suspected could have been faulty. The replacement router did not fix anything, the problem still persists to this day. They gave a callback after we set up the replacement router and I explained that the issue was still occurring and that was that. Heard nothing about it since.

[NemesisDigital]

Hi, I'm having the same issue, unstable ping,, literally you can't do any gaming. Called ee several times. The representatives just follow protocols like resets, doesn't do anything to justify the issues... I never had this issue when I was with BT for 2 yrs,,,,,, when I switched over to EE,, I got a new router,, and all the issues began.... I believe EE router is shiiiiii,,,, I've literally tried every kinda test... so im going to go ahead and buy a gaming router and remove ee router this is my last hope to fix the issue.... or the problem is at the BT exchange with EE equipment.  

I've read so many threads here where EE has sent several routers and game booster,, which does not resolve the issue which makes me believe the problem is at the exchange .

I always should have amazing speeds and connection as im only 500metere from the exchange... im going to invest in a router maybe tomo going to grab a asus gaming router... and im hoping this resolves the issue...... 

The BT home hub 5,, did not give my devices wifi6,, so it's either the router is shiiiiiiii or its with EE equipment in the BT exchange. 

Either way I cant have this rubbish connection especially with the money I'm paying monthly the services needs to be much better then this... im just soooo sooo annoyed about this.... gaming is something I do to relax and escape from reality,, after a busy day at work and dealing with family,,,, this high ping crap is really making me go insane....

It's not just effecting gaming it's doing to everything ,, even basic thing like watching Netflix, YouTube,  or surfing the net..... with 500up n 80down, the Internet should be rapid,,,,,, with BT it was 300down and perfect 99% of the time.... but with EE it unstable 99% of the time...... I mean if I do a test now,, the results will be great... but in reality that great connection is unstable....

Will try to update you if the new asus router does the trick.

Thanks

[XRaySpeX]

"500up n 80down"? Are the nos. reversed or just plumb wrong?

Which EE BB plan are you on including its speed? What EE router & WiFi extenders do you have (read label or post a pix)?

If you've got Full Fibre (FTTP) it doesn't matter how far you are from the exchange.