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.

[JimM11]

@HB73 Are you using or have you ever tried to use the Compatible Network Feature for the devices you are having issues with, have linked the help below.

Connect your devices using Compatible WiFi | Broadband Help | EE

[JimM11]

@HB73 Two more attached pictures, 1. The back off the EE Hub, 2. The connection that the Hub plugs into for the Broadband Internet that leaves your Home, ie the Open Reach Master socket!

[HB73]

The engineer who came put the tv on EE comp but worse than before.  I have another engineer coming next Thursday -  visit number 5! Think they’ve done away with copper wire for landline. I’m not great with technology I’m afraid. But thanks.

[JimM11]

@HB73 That was the reason for requesting you add and post two more pictures up so the connection can be seen, leave it for me to say what you have.

At this juncture in time not having the whole picture from you it's very difficult to say what you have, what is done and where it is all at currently.

My suspicion currently is that you have a Home wiring issue, you had the old EE White hub on a copper connection, speed is unknown from you so you may even have had a G.Fast connected system at say 150Mb/s speed's but going to leave it all for you now. You should consider the NEED to get an EE Guide out to the home, have them take a look at what is going on, EE contractors or OR Engineers may not be the way to push this down the road. 

[HB73]

Here are pics of hub etc. thanks. 

[JimM11]

@HB73 Couple off things now, you are connected to a copper FTTC/SOGEA now connection so your possible Internal wiring may be an issue, you do want to move the phone a little way away from the EE Hub, may cause wifi issues, also see that you are using powerline connection somewhere to external, i used same did not have any problems with it, the main problem with that EE Smart Hub 6+ version was the Ethernet connected response taking 20-30 second delay, 

Now going to say that i re-routed my Tp-Link via a switch that i installed so cannot swear i had it hanging on the Hub Ethernet at all.....

Have a look earlier in the post, i had 6-7 Engineer visit's just due to that Hub, it HATED being on the copper connection wiring wise, but in my case, pretty sure it was the OLD GPO connection box were the main cable came in, last OR Engineer spent a lot off time as error's were on the line, directly lifted the screw connections on that old GPO termination, crimped the two wires going to that EXACT same socket arrangement you have / i had and NEVER looked back after that point.

Would also be worth a test by switching off the Powerline at the Mains socket, know it will disconnect you devices hanging on the other end, but it is only a test to see if your Hub start's to behave itself......

[HB73]

Thanks, I’ll mention to engineer next week. 

[HB73]

The engineer has been and changed NTE and DSL cable as no one had done. Line failed and PQT passed after 20 minutes. I now know that it is fibre to cabinet and then 1600 metres of copper to my house. There may be a fault somewhere on that line.  Confirmed that I don’t need an electrician as someone suggested. Unfortunately, after he left I attempted to make a call and said line in use but when I eventually got through my friend had not been on her phone. The tv still going wrong but now with different error messages than before. Programmes go back to beginning after freezing and buffering. iPad, iPhone and PC crawling along at snails pace.

they have offered me early cancellation of contract as compensation worth £4.50!  I just don’t know what to do next. I can’t change suppliers until this is resolved.

[HB73]

Hi I’m not great with tech and somehow it says that a solution has been found but it hasn’t!  This is the latest and happened yesterday.

The engineer has been and changed NTE and DSL cable as no one had done. Line failed and PQT passed after 20 minutes. I now know that it is fibre to cabinet and then 1600 metres of copper to my house. There may be a fault somewhere on that line.  Confirmed that I don’t need an electrician as someone suggested. Unfortunately, after he left I attempted to make a call and said line in use but when I eventually got through my friend had not been on her phone. The tv still going wrong but now with different error messages than before. Programmes go back to beginning after freezing and buffering. iPad, iPhone and PC crawling along at snails pace.

they have offered me early cancellation of contract as compensation worth £4.50!  I just don’t know what to do next. I can’t change suppliers until this is resolved.

[JimM11]

@HB73 Question, are you able to logon to the EE Hub with a PC/Laptop and go look at particular screens. if so will guide you to what is needed.