SmartHub DNS Server Faulty

[Axle]

A couple of weeks ago my phone, kindle, tablet and PC all failed to get Internet connectivity through my smart hub (ethernet, 2.4ghz and 5ghz WiFi all affected). My Samsung TV and Alexa still worked and the hub was reporting that the broadband connection was good. After some head scratching I just did a factory reset which sorted the issue. Until today when the same thing happened.  

After a bit of investigation it turns out that DHCP is only giving out the SH's IP as a DNS server with no secondary.  Using static settings on the affected devices using 8.8.4.4 (thank you Google) as a secondary gets the devices back online perfectly.  Before I spend hours on the phone to EE tech support has anyone else experienced anything similar or does it sound like a case of getting a new hub sent out?

Cheers. 

[Bazzamanhk]

Any update on this? Been on bt for years no issues but since being moved to EE earlier this year, had quite a few probs. When the dns goes games stay connected but websites aren't accessible. Reboot everything same issue. The problem resolves itself after a while. Can't set the SH dns but will try setting one on the pc next time this happens.

The other problem that hasn't been resolved is migrating from BT to EE hasn't been smooth at all. Been trying to link BB to EE app for months, EE Webchat guy promised to sort it within  72hrs , it's been 2 weeks now. So if I get a fault I can't use app and just wait for the link to return. 

[Debbie_G]

Hi @Bazzamanhk.

Welcome to the community.

I'm sorry to hear you've experienced issues when linking your account. I'd recommend getting back in touch with our Guides. They’ll be able to look into this further and run through additional checks regarding the issue you're experiencing when trying to link your account. If needed, they can escalate the matter to ensure this is sorted.

Debbie

[XRaySpeX]

@Bazzamanhk : Which EE router have you? The firmware of the SH+ (SH31B) was updated recently to:

App version: 2.36.9 
Firmware version: r3.8.11-R-1414606-PROD-83002

With the following functionality added since its previous version:

1. Compatible WiFi.
2. Configurable DNS.
3. Dynamic DNS (DDNS)

[Bazzamanhk]

It's an SH2 fw v0.45.00.08028-BT

GUI 1.80 11_07_2023

[XRaySpeX]

@Bazzamanhk : That's a BT SH2. Nowt to do with EE nor this thread.

[Bazzamanhk]

Sorry I assumed because I was on EE broadband it would be relevant. 

[XRaySpeX]

@Bazzamanhk : Could well be but you asked me about whether there was there any update on "this", being DNS settings for the EE routers. I'm not that familiar with the BT SH2 but I always thought it had DNS settings.

[Bazzamanhk]

Sorry didn't mean to tag you, I just replied to the last post asking for an update. Apologies. 

[Bazzamanhk]

Did you get it sorted? It's not a big problem as it happens mostly after midnight but since I haven't been able to link my BB to the EE app yet, I wouldn't be able to report an outtage without jumping through hoops to prove to support I am on EE broadband.