New Smart hub Plus issue when using streaming on Discord App

[Elisa4]

Hello

We have recently upgraded our broadband hub from BT hub to EE smart hub plus and most things are running well apart from when my son is using Discord on his PC to stream his game and talk to friends on the app. There was no problem with stuttering or his voice cutting out while using the old hub but this is a real problem now. The WiFi connection is good with great speeds so I was wondering if possibly the problem was with the firewall maybe or something else entirely. Has anyone encountered a similar problem and could offer advice./support. Thanks

[JimM11]

@Elisa4 Just put the BT Smarthub2 Router if you had that one back on the system, all will work fine with that!

[Elisa4]

Thanks for replying - unfortunately I no longer have the old router as EE wanted me to send it back. Would my old router have worked with my new fibre broadband? I would have happily kept the old router as I had no problem with it. 

I

[JimM11]

@Elisa4 Bit off a mute point now but yes the BT Smarthub2 works fine connected on fttc for copper or fttp for full fibre.

You are going to either have to cable direct to the EE Router to see if Ethernet works fine or boost the wireless.

I would setup the compatible network feature on the 5Ghz band for your EE Smarthub+, set it up for 5Ghz on wpa2-psk for wireless, connect the PC to that network and go from there if you wish to stay completely on a wireless wi-fi network! See the help above for how to set it all up!

Set up and use Compatible WiFi | Broadband Help | EE

[Elisa4]

Thank you for this - at the moment my sons pc is connected via ethernet using the ee smart wifi +  we were given. So the pc is running via the ethernet. Do you feel we should keep this connection and still carry out setting up the compatible network feature you suggested.

Just another thought do you feel it worthwhile trying to get hold of a BT hub on amazon ?

[JimM11]

@Elisa4 Your PC although connected by an Ethernet cable is still wireless wi-fi, the connection is turned back and transmitted via the Smart Wireless+ extender back to the +Router. No need to do the Comp feature with the configuration that you have at present does NOT serve any purpose on a Ethernet bridged connection. The signal from the Extender to the Router will be using the hidden backhaul between each device. Would see that if possible when operating that there is no other wireless wi-fi near the extender as a just in case ie a mobile phone connection to it, turn that off and see if the Discord works any better with the Voice/hearing back and forth. 

Mesh extenders can be awkward at times and moving the a few feet can make a huge difference they have to be able to wireless connect between each other. Get him to run a speed test connected from his pc the one linked below to see what is going on between the two devices. there are 3 off them the cloudflare giving the most detail!

https://www.thinkbroadband.com/speedtest
https://speed.cloudflare.com/
https://www.waveform.com/tools/bufferbloat

[JimM11]

@Elisa4 When you had the BT router what method was used to connect the PC to the BT, was it direct wireless connection or did you need to have BT Complete wi-fi disk's etc, it all makes a difference now you are explaining more about how and what you have currently. The BT were was it in reference position wise before and now that you have had a FF ONT installed, the general let's put the ONT here on the wall, and stick the EE Router there, that can just be all wrong, but if the BT hub was roughly at the same position and it covered the whole home by itself then questions have to be asked!

EE Smarthub+ was great up until mid Feb 2025 then EE did a FW update, at that point it became a real sugar product, i left 5th Mar2025 for that sole reason, 1 year good and reasonable, one fatal update was enough!

[Elisa4]

Hi

Thanks so much for your help. The BT router was in the same place as the new one and we did have BT complete with a wifi disc which I connected my sons PC to run through as his PC is in a different room to the router. The new EE smart wifi unit is in the same place as the BT disk used to be in. 

I have run a speed test through his PC and we have great speeds of 849mbps download and 104mbps upload, so not sure why he is still having problems with streaming and voice chat through discord !

[JimM11]

@Elisa4 Run the cloudflare test, and look closely at the upload/download/lost packets if any, very detailed test, suspect that there is a wireless wi-fi issue going on, upload is very important without delays and long time periods high latency!

[Elisa4]

Hi my son is really struggling with the new router and the problems we have been having. Do you think it worth buying a hub similar to my old one - BT smart hub 2. ? Will the EE smart hub  extender work with the BT hub. I used to have a black wifi disc.  Or do you think EE will replace my new hub with the old one if I tell them my problems ?

Thanks