Smart Hub Plus Firmware Bug - 14 Ghost Extenders & Ethernet Ports Disabled

[Fjords_6]

I have a major firmware/logic issue with my Smart Hub Plus.

Since we received the new hub in December our ethernet frequently drops and only rebooting the hub fixes it but then it will drop within 24 hours. 

1. The Hub is reporting 13 WiFi Extenders in the Manager, even though I only have 3.

2. Because of these ghosts, the Hub has "muted" my physical Ethernet ports (showing Devices: 0 on Port 3).

3. The Proof: I am currently getting 700Mbps on my iPhone via the disc in that room, so the wire is physically working—the Hub's software is just failing to recognize it.

4. I have rebooted everything and the ghosts remain. I suspect a memory leak or corrupted routing table. I need an engineer or a Hub replacement.
   
   

[XRaySpeX]

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@Fjords_6 wrote:

1. The Hub is reporting 13 WiFi Extenders in the Manager, even though I only have 3.

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No, it isn't. It's reporting 13 devices connected to WiFi Extenders. There are another 11 devices connected directly to the router by WiFi.

There is another page, Home  >  Advanced settings > Advanced wireless > WiFi Extenders, showing how the devices are split between Extenders.

2. What devices do you have directly connected by Ethernet to the router? You don't say! Do you have any?

3. The iPhone mentioned is not Ethernet connected.

[Fjords_6]

Thanks for the reply. To clarify:

1. I have one physical Ethernet cable running from Port 3 of the Hub to an unmanaged switch, which then connects to the 'Rob office' Smart Disc. I have tried running that cable directly to the hub also but the same results, it drops the ethernet within 24 hours.

2. The Hub Manager shows Port 3 as 'Devices - 0', yet the iPhone connected to that specific Disc is pulling 700Mbps. This speed is physically impossible over a standard wireless mesh hop in this property; it proves the Ethernet backhaul is active but the Hub's UI is failing to register the wired link.
   
   

In summary,

I have an ethernet cable connecting my smart disc to the hub but it frequently drops. My PC connects to the smart disc over wifi as does my iphone

I've spent 5 months trying to resolve this and at my wits end. I was previously on BT and had zero issues with the same set-up and looking online I see many others with the same issue. The EE smart hub drops ethernet 

[XRaySpeX]

2. The iPhone is not connected to Port 3 of SH+; it it is connected to an Extender I think you are saying. Hence 'Devices - 0'.

[Fjords_6]

You're a "EE Community Star"?! Your replies are unhelpful, they are pedantic.

You are providing zero help to a frustrated customer who has spent 5 months trying to resolve an ongoing issue.

In simple terms, pretty much every day I go into my home office and have no internet because the ethernet connect to the EE smart disc has dropped. I then spend around 10-20 minutes rebooting equipment. I do this every day. I can see multiple threads showing the same issues with other paying customers of EE.

I guess I will end up having to escalate this to the complaints team...

[Christopher_G]

Hi @Fjords_6 

Welcome to the community.

If you speak with our technical support team, they'll be able to run some tests and checks from our side, to try and figure out what's causing the problem. Hopefully, they can help get it sorted for you.

Keep us posted on what happens please.

Chris