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Smart Hub Pro Keeps Loosing Connection

MichaelW901
Valued Contributor
Valued Contributor

‎12-03-2026 11:28 AM

 

Since January 2025 we have had the EE 900 Mbps service with the Smart Hub Pro and the Smart Wi-Fi Pro, plus a phone service.  I have the 2.5Gb Openreach ONT fitted.

The speeds have been fine exceeding the 900 Mbps download and 100 Mbps upload using Ethernet and around 500 – 600 Mbps on wireless.

About a month ago we noticed that the internet would drop out (this is all on Ethernet and happens on all connected PCs) sometimes in the middle of something like writing an Email or experimenting with Gemini, in fact there is no pattern as to when this happens.  Clicking onto another saved link forces the internet to re-connect and all is fine until this happens again.  This happens several times an hour and is random.  I have typed this in Word to avoid losing the connection part way through!

I have been into Device Manager and Disabled Power Management but this has made no difference.

I have switched the Smart Hub Pro off and back on several times but again no difference.

I have looked at the Advanced Setting > Technical Event Log.  There are 87 Pages I have pasted the last page from today below:

Time and date

Message

12/03/2026, 10:09:08

Network interface eth1 down

12/03/2026, 10:09:12

Network interface eth1 up

12/03/2026, 10:18:57

Network interface eth1 down

12/03/2026, 10:19:01

Network interface eth1 up

12/03/2026, 10:38:59

Network interface eth1 down

12/03/2026, 10:39:02

Network interface eth1 up

12/03/2026, 10:49:00

Network interface eth1 down

12/03/2026, 10:49:03

Network interface eth1 up

Previous event log pages show Network Interface eth 3 down. Ports 1 and 3 are the ports that the 2 PCs are connected to.

Port 4 is a spare that I sometimes connect my laptop to and Port 2 goes to the TVs/Sky Box etc and I have not noticed any issues with them.

Are there any settings within the Smart Hub Pro that I could change?

Is it possible that 2 ports on the Smart Hub Pro have gone bad?  I know I could swap the port connections around but if the problem is within the Hub that seems pointless and I would want the defective hub replaced anyway so that I have 4 ports available.

Any thoughts from the clever people on here would be gratefully received.

Thanks in anticipation.

Michael

 

0 Helpful
5 REPLIES 5
Rach_H
EE Community Support Team

‎12-03-2026 04:37 PM

Hi @MichaelW901,

Welcome to the Community!

We know how important it is for you to be getting the speeds you need, so I'm sorry to hear about the trouble you're having. Have you spoken with our team about this so they can look into why this is happening?

Rach

0 Helpful
MichaelW901
Valued Contributor
Valued Contributor

‎14-03-2026 09:25 AM

So it appears that no-one on here has any ideas.  @Rach_H thank you for your reply, the problem is not with the speed, if you read my original email  when it stays connected the speeds are fine, the problem is that the internet keeps disconnecting. Rach iIf you want to arrange for a new Smart Hub Pro to be sent to me so that I can see if a faulty Smart Hub Pro is the problem that would be great.

 

Michael

0 Helpful
bobpullen
Star Contributor
Star Contributor
In response to MichaelW901

‎14-03-2026 09:33 AM

I'd be very surprised if 2 of four LAN ports have gone 'bad'. What cables are you using and what network cards are in the PC's?

Few things I would look at: -

  • Establish the make/model of network adapter and manually download/install the latest drivers from the manufacturer's website.
  • Try swapping the port terminations around e.g. connect one of the affected PC's to LAN2 or LAN4 and see if the problem follows you. If it does, it's further evidence that port failure is unlikely.
  • Try swapping the cables being used to connect the PC's to the hub.

Are these direct connections or is there anything in between? e.g. switches/Powerline adapters.

MichaelW901
Valued Contributor
Valued Contributor

‎14-03-2026 09:46 AM

Thanks @bobpullen for your suggestions, I will work my way through these. 

Both of the connections are direct, i.e. from the LAN port of the Smart Hub Pro to the LAN port on the PC

Michael

bobpullen
Star Contributor
Star Contributor
In response to MichaelW901

‎14-03-2026 10:01 AM

@MichaelW901 - had one other thought. You'd only want to try this as a temporary measure but if you have Sky Q, then try disconnecting that from your network for long enough to see if you still have the problem. Sky Q devices are known to do some 'funky' network bridging stuff for multiroom connectivity and I'm wondering if something in that space might be causing problems.

0 Helpful