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New EE hub has so many problems

CWDW
Visitor

‎06-09-2024 06:56 PM

Since updating my old BT hub to a new EE hub we have had nothing but issues. Television freezes with bright flash of light on screen. The new digital phones I got from BT do not seem compatible that I have had to ask they stop my phone service. 
they told me the problems outside but then they said no yjsys not the problem and say we have to have a factory reset on our hub. I wasn’t happy with this as I spent a long time connecting my appliances. 
I’m totally fed up and unless they change their useless hubs I will be going elsewhere for Internet and phone. 
they also take over 30 minutes just to answer the phone and the calls are total waste of time the staff don’t seem trained to fix issues they just guess. It’s of money each month for a poor service. 

25 REPLIES 25
Woyteck
Investigator
Investigator
In response to JimM11

‎19-10-2025 10:21 AM

@JimM11 There is a reason people invented Wi-Fi. 

I would have to go though a flight of stairs, and 4 walls to connect my TV by Ethernet.

And to answer the next question coming, the one about how strong is the wi-fi signal reported by TV, it's 4 out of 4 bars.

All I am asking is a way to report bugs in the software. Many reputable companies have such mechanisms.

0 Helpful
JimM11
Community Hero
Community Hero
In response to Woyteck

‎19-10-2025 12:34 PM

@Woyteck Nothing will be forth coming question wise, you may wish to try doing as you need via EE complaints!

0 Helpful
MarkEB
Explorer

‎13-02-2026 08:46 AM - edited ‎13-02-2026 08:46 AM

The EE Hub is not up to the job especially  if used with hard wired ethernet devices such as Sonos or Evohome. It uses a single CPU to manage both ethernet and WiFi. The pro uses the same architecture so likely will still have the same problems. I think the only solution is to buy a 3rd party router. 

0 Helpful
JimM11
Community Hero
Community Hero
In response to MarkEB

‎13-02-2026 09:58 AM

@MarkEB What EE Router are you using, although what you are saying how did you work that out?

0 Helpful
MarkEB
Explorer
In response to JimM11

‎13-02-2026 10:38 AM - edited ‎13-02-2026 10:40 AM

Its the Smart Hub Plus. I found out with online research but the EE engineer agreed with me. Its especially bad with hubs such as Sonos and Evohome which use keepalive polling of the hub. Changing to a 3rd party hub solves the issues. I've had these hubs for years but never had a problem with other routers from other  broadband suppliers. I now have a switch between these hubs and the router which greatly improves the problem but doesn't eradicate it but does prove the point. Lastly I understand the EE hub is optimised for streaming to phones, tablets etc over WiFi and therefore can't really cope with smart home ethernet traffic. 

0 Helpful
bobpullen
Star Contributor
Star Contributor
In response to MarkEB

‎13-02-2026 10:49 AM - edited ‎13-02-2026 10:50 AM

@MarkEB wrote:

Lastly I understand the EE hub is optimised for streaming to phones, tablets etc over WiFi and therefore can't really cope with smart home ethernet traffic. 

I'm not sure where this info is coming from but it's misguided based on my personal experience. I have 12 devices connected over Ethernet. One of those devices serves as a DNS server for my entire network, whilst another hosts a whole bunch of publicly accessible servers. I also have Home Assistant, a security alarm and a handful of IoT hubs connected over wire (e.g. Hue Hub and an Arlo security camera basestation). None of it falters 🤷

In early firmwares, the EE hubs were slow to negotiate over Ethernet and I wonder if that's what you originally saw? I think that particular issue might have since been fixed though.