Smart Hub Plus & Smart Wifi Plus Problems with Xbox Series X

[Matthew33]

I've just swapped broadband from BT to EE as this was the suggested move now that they're one in the same. I've installed the new EE kit in the exact same locations as the previous BT hub and WiFi extenders and I'm having nothing but trouble. The further away booster has the orange light meaning it's out of range - there's no where closer without being in the same place as the middle booster. On Xbox I was always wireless with no problems before however now I can't get a solid connection, get dev errors in COD, get crazy lag and rarely have an open NAT type. I've tried all the Xbox network settings recommendations and none have worked. I've heard that it's easier to just put the old BT kit back in however I'm due to get charged should I not return the old inventory.. I've had a brief chat with EE who claim that this isn't a common issue but other posts on here say otherwise. Anyone got any ideas???

[Revilo1]

Hi Matthew,

 your situation sounds identical to mine. I game casually with friends and the old router (EE) worked fine but since having received and replaced with the new smart hub plus, everything I play lags and I’m getting 100% packet loss.

im going to try and ring EE tomorrow but preparing myself for a long phone call with no answers to our problem…

Its infuriating, especially as the old equipment worked just fine!

[JimM11]

@Matthew33 There is 60 day's before the old BT router and Extenders are required to be returned, so do not jump the gun and send it off instantly, If you find that the BT Router and the extenders are more suitable to your environment then just call EE CS and inform them you wish to keep the BT equipment and return the EE instead. Read the forum for any other expected issues with the lack of EE just a few, app, landline if you have one may be as you do not mention what you have from BT, etc

[Matthew33]

Hi Jim, 

I wasn't sure I could do that so I'll give it a try. I'm due to nip into the shop on Saturday so will see what they say too. I obv want to stay with EE as you get such a sweet deal on mobile contracts when you have broadband with them.

Thanks for your response!

[Matthew33]

Yeah, very frustrating, that's the exact same as me. Supposedly you can tell EE that you wish to use the old equipment so might be worth seeing if they can wave the late return charge for the old equipment.

[JimM11]

@Matthew33 The return policy is a published document, it's 60 day's, you just have to get EE informed of your wish to keep the old equipment. If you did buy and order from the shop, then you should deal with them that way. 

[Rattlechicken]

I have same issue , trying port forwarding now , 

[Rattlechicken]

After port forwarding with wired connection it’s working 

[MichelleEaton]

Did you manage to resolve this issue at all? I've just done exactly the same. Moved to EE and now facing the exact same issues. Furthest away keeps going out of range yet the middle one is about 4m away. Can't put it anywhere else.

 The Xbox refuses to connect to it yet it will connect to the middle one insted or the hub which is the other side of the house. Also having the same issues with cod!

[Revilo1]

I managed to find a workaround! As rubbish as it is…

You’ll need to add all the ports (can find online by searching ‘Xbox live manual ports’) to your EE’s admin settings. Once you’ve done that, I would move your booster to the location of your Xbox and connect the Xbox to that booster via an Ethernet cable (I was unaware there was an Ethernet port on the back of the booster to do this).

Once you fire up your Xbox, test your network. Usually mine comes back fine, with 0% packet loss but moderate/strict NAT. If the NAT is nothing but ‘open’, go into your port settings on Xbox and manually choose one you’ve added. Once I do that, connection is great and the NAT is open.

On the downside, this is the process every time I use the Xbox (from testing the network) which in itself takes about 5-10 mins.

But hey, it’s a work-around… fix this issue please EE!!!