New EE Super Hub - ‘Split Pair’ issue

[ISW]

I recently renewed my contract and was sent the new super hub. First mistake was to allow the app to copy across connections to my old router as it changed the ID of the new router to the old one and that seemed to trigger a fault that EE stated was external to the property. 3 Open reach engineer visits, numerous phone calls and 2 SH+ hubs later - all of which the Open Reach guys determined the issue was a ‘split pair’ fault with the router (after running internal and external checks all the way back to the network box a mile away). EE still won’t have it that it’s a fault with the new routers as their equipment records it as an external fault. I have reconnected my old EE router and the OR engineers ran all the same tests finding no faults! Having had a right performance to get the new square WIFI discs (One at a time) as my old round discs were not compatible with the new SuperHub plus routers, I had to reconnect all my old WiFi discs as the new square ones being WIFI6 are not compatible with the older SuperHub router. Still waiting for EE to accept there is a problem with their new router…….

[XRaySpeX]

What is a "split pair" fault? Are you referring to the OR cabling coming to the house? If so, how can that be a router fault? 

[JimM11]

@ISW When you say recent, what time scale are you talking about from the old to new router/s, and having numerous replacement routers, what is the actual fault that you are seeing with the new EE routers? Take it that you are on a fttc system connection also.

[Chris_B]

@ISW   Why not factory reset the hub and start over again ?   How does copying over the WiFi ID and password from the old hub to the new one affect a cabinet.    

   My Smart Hub plus is working fine without issues so you want EE to admit an issue with the hub when many many others don’t have an issue.   

[ISW]

Thanks for your feedback. Tried all that and 2 new hubs - the second one Told by OR engineers that nationally they have responded to numerous similar issues. I am not an engineer, I don’t know whether following the EE app installation process is connected with the fault or not - the engineers say not but who knows as you get different advice on technical matters in my experience thus far. The second replacement hub was set up without making any connection to the previous router(s) but the same fault emerged. The line testing was done to prove there was no external line or network fault as EE maintain there was (as that is what their system says). I am glad there are some users happy with their installation. That has not been my experience thus far with the new SH+ and it doesn’t mean there is not a faulty batch or there is something amiss with the transitioning set up process. All I know is my old hub is back in use and functioning without showing any faults - so make of that what you will. The purpose of my post is advisory in case there are other users of the new technology equally frustrated with the ‘computer says no’ response.

[ISW]

Sorry, this was an OR described issue as identified by their testing equipment. When they tested the line with one of their routers ( and with my old router)  it showed no fault but when the new hubs were attached it showed the same split pair issue. It was described to me as there are 2 wires incoming but the system is indicating one of them is dog legging off somewhere which would cause the intermittent breakdown of the broadband supply. That’s all I know.

[ISW]

It’s all been since 5th august when the first new router arrived. Sorry, No idea what fttc means.

[JimM11]

@ISW fttc, copper cable last run from cabinet to the home, just to let you know, i had sky for 14 years and showed no issue, soon as i installed the EE router had sync speed issue and dropping speed, numerous engineer visit's from OR/Sub contractors, finally OR engineer (good one) stood back and said let me take some time and look at this, he tested various points in and out of the home and up shot was cable from the pole terminated in a BT junction box up in the roof space, been that way and i have been in the house 40yrs, he disconnected cable on the box, crimped the 2 cables there, and have never looked back now, day 43 with zero sync or speed issues. This only showed up when EE put me on the 50Mb/s package and sky had me on there 40Mb/s package, don't think package speed mattered as sync dropped down to below 20mb/s and wife/daughter complained about the internet, so always new when there was a problem. Think the router was a little bit sensitive to the signal my personal thought. When the OR engineer hook up his test equipment he could see errors on the line and process was disconnect at various points working back from the street one/one until the fault cleared.

Nothing wrong with the router, still the same one from the first day, was patient and just let everyone do there job but it did take months to sort as was kind of intermittent. HTH

[ISW]

Ok many thanks. I am on the old buzby  copper cables and last property at the end of the line down a country lane. Max speed I can get is 10mb and no prospect of a line upgrade any time soon. The speed was going down as low as 16kbs until I put the old router back on so who knows - hopefully will get to the bottom of it. Just hoping EE don’t take the easy route and leave me with the old equipment so they can close the job and forget about it.

[JimM11]

@ISW With those kind of speeds. you may even be on an older ADSL line, now i think that the new EE Smarthub+ does support this really old connection type, and your older router certainly does, check with the engineer when he comes just ask if you are ADSL or FTTC, or goto the bt broadband checker link is below, if you post back results hide your personal details, and you can use landline number if you have one, or the address checker if no landline.

BT Broadband (btwholesale.com)

And copy of the speed chart further below if you wish to take a look, would suggest you are about 1.5miles away from the cabinet.

VDSL2 (FTTC) Speed vs. Distance | Increase Broadband Speed