New router for digital phone

[HB73]

Hi.  I was sent a new router in February  as the landline was now digital.  To date I have had 3 routers, two adaptors and three engineer visits. I have spent over 15 hours on landline - when it works - trying to fix problems. It is an intermittent fault but most of the time doesn’t work properly. The television either buffers or asks to check network connection. Sometimes takes 20 attempts to phone out on landline - messages saying line out of order or unrecognised number or not available. People ring me on landline or mobile but phones don’t ring but sometimes says missed call when I’m standing by phone! The PC and air printer won’t work, the iPad buffers and very slow and takes multiple attempts to pay bills and access online banking.  I have been advised to change phone batteries, passwords reset numerous times, unplug and plug in, reset to factory settings. My security cameras are offline and  communication via mobile and landline not possible most of the time.  Has anyone got any advice? Everything fine on the old router but apparently have to have this one for landline.  Many thanks.

[HB73]

I have PC and iPad but not sure what hub is? Just spoke to case handler at EE who says nothing wrong despite all the evidence I’ve forwarded to them.

[XRaySpeX]

The hub is your EE SH 6+ router. Login to your EE Smart Hub/Router at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router. 

[HB73]

I think I found how to go on hub but if they can’t fix I’m not sure I want to mess about with it in case I make it worse! I don’t know if any other suppliers will be better.

[JimM11]

@HB73 Are you wanting EE to continue with it all you posted this earlier?

""Line failed and PQT passed after 20 minutes.""

If the OR Engineer is visiting you and saying you have a line issue then it will not matter what you do, does EE say that you are 100% fine.... Asked earlier in your thread to get the Tp-Link powerline off the connection and to push your phone away a little, no reply so have NO idea what you are doing now! 

[XRaySpeX]

I think @JimM11 was asking you to get on the router to look at & post particular pages, not to fix or change anything.

[HB73]

OR engineer said it might be fault on line but be difficult to find if it was. Yes I unplugged TP LINK and moved phone away. The phone was originally in kitchen and they tried several adapters before advising to plug into back of router. EE offered to finish contract as compensation - it finishes in the next two weeks anyway. I was advised to ask for a senior OR engineer which means they can spend more time investigating on site but EE won’t do. I’m trying to find another supplier that will also supply landline but not many seem to do and my mobile has never worked well here.

[JimM11]

@HB73 Has taken a little bit off time to get were we are at, Really do suspect that you have a poor line condition with many errors on it, AND it will take one off the Old School OR Engineer that has copper Line Experience to come sort it all out for you, but you can thank that EE Hub for pointing it all out the way that it has, The Engineer is going to have to Lift/Split all the connections testing as he goes along, it is a slow and laborious process but they KNOW how the cable is run from the Green Street cabinet through any ground junction boxes etc etc before it reaches your home....

My Engineer took over 4 Hours tracking it all down and eventually found the connection issue, as soon as he sorted it out then NO MORE issues what so ever on the connection, 3 months of hair pulling, 6 months of pure happiness then switched over to FF Full Fibre......

The starting point was unplugging the DSL cable that goes into the back off the EE Hub, sticking that right into the OR tester, then showing me all off the errors at such a high rate, did not admit to him over 45+ years experience myself and let him get on with it all, finally when back and sorted cable back on same again zero errors and just good to go.....

EE have now reached the impasse point and are NO Longer interested in spending any more Time/Resources/Money on your connection it happens and you have to sit workout were to go next, you may just be kicking the can further down the road and your new ISP is going to possibly inherit all off your current issues. ISP's currently doing there own version off landline direct are Sky/Vodafone etc to mention a few.

[JimM11]

@HB73 I also sent you a PM the other day, it will be indicated top righthand side off the screen by a number on the Envelope....

[HB73]

Thanks Jim. EE case handler flatly refuse to send any more engineers out and keep saying nothing showing up as faulty on their equipment   Ombudsman just repeats what Ee says so I just don’t know what to do next. 

[JimM11]

@HB73 Would go grab a second hand BT Smart Hub 2 and stick it on the connection to replace the EE Smart Hub 6+ that you have, it will cover both your Broadband and also the Landline connection, after 3 EE hubs off the type you have and tried them all. That is EASY to do as it connects on just like the one you have currently from EE.

There are a few after Market Third party ones but does take somewhat knowledge to get them on and working, trying hard to avoid that with you, do understand that this is just not everyone's cup off tea so to speak!