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Packet loss started a few weeks after upgrade

EEuser3030
Explorer

‎19-10-2026 02:13 PM

I have recently got an EE Smarthub 7+ and full fibre broadband. Everything been mainly ok with high speeds.

Yesterday started getting glitchy tv pictures on internet channels. Using ping shows packet loss. Working from home on video calls very difficult.

Spent an hour on phone to EE, they think all ok and won't listen about packet loss, only talk about wifi extenders which i don't see would help a wired connection that loses packets.

Asked to wait a week to collect data which is unacceptable.

Any suggestions? Thinking must be a problem with hub or beyond??

 

0 Helpful
16 REPLIES 16
JimM11
Maestro
Maestro

‎19-10-2026 02:28 PM - edited ‎19-10-2026 02:30 PM

@EEuser3030 Run the packet loss test EXACTLY with the parameters you see, but you can extend the time if you wish for a longer test, max is 3 minutes. Wireless wifi is just not the greatest for doing anything so do keep that in mind also.

Re: 1.6Gb keeps fluctuating between 0 and 1500Mbps - The EE Community

EEuser3030
Explorer
In response to JimM11

‎19-10-2026 02:40 PM

Screenshot 2026-10-19 143448.png

0 Helpful
JimM11
Maestro
Maestro
In response to EEuser3030

‎19-10-2026 02:43 PM

@EEuser3030 Once your posted picture is approved and cleared for general viewing will take a look.

EEuser3030
Explorer
In response to JimM11

‎19-10-2026 02:44 PM

Thanks for your help. This is a wifi connection but the same symptoms are on wired. I can measure that later if its helpful.

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to JimM11

‎19-10-2026 02:44 PM

Don't worry, the images were awaiting approval. I have now done so & they should appear soon.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
JimM11
Maestro
Maestro
In response to EEuser3030

‎19-10-2026 02:47 PM - edited ‎19-10-2026 02:49 PM

@EEuser3030 As long as your wired is the same then you have a HUGE problem, best pare it back to just one Ethernet device and ALL Wireless wifi off, have never seen such a poor like yours. Have a quick look at your FW as just started update appearing the other day also.

FW: r4.27.1-R-1862254-PROD-84001 and the gui is at App version 3.14.5 13/07/2026
FW: r5.21.1-R-2045935-PROD-84001 and the gui is at App Version 3.17.5 15/10/2026

0 Helpful
EEuser3030
Explorer

‎19-10-2026 02:49 PM

might have been a particular blip. should i run over a longer time?

 

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EEuser3030
Explorer

‎19-10-2026 02:52 PM

This is wifi again. Will need to wait till not working to pare back.

In general, what do I do with these results? How do I get EE to actually look at them? There seemed to be zero interest from their side on packet loss.

 

Screenshot 2026-10-19 145021.png

0 Helpful
JimM11
Maestro
Maestro
In response to EEuser3030

‎19-10-2026 02:52 PM - edited ‎19-10-2026 03:04 PM

@EEuser3030 As long as you looked, selected as per the setup that is why all the images are posted, wired is a lot better than wifi.

See attached when cleared. Wireless wifi connected.See attached when cleared. Wireless wifi connected.

0 Helpful