Hi all,
I am experiencing significant problems when using WiFi Optimiser on my EE Smart Hub 7 Pro. I have contacted EE support about this via phone call, and their solution was to send out new equipment; they provided me with a new EE Smart Hub 7 Pro and EE WiFi Extender 7 Pro — the issue persists with my new equipment.
More specifically, the issue is that whenever I turn any WiFi Optimiser features ON, the performance of my Hub becomes inconsistent and degraded; wired download speed drops by 100 - 400 Mbps (varying within that range), wired upload speed drops by 5 - 10 Mbps (again, varying within that range), spontaneous Hub reboots become frequent, wireless download/upload speeds reduce significantly, jitter becomes noticeably worse across multiple online games, frequent disconnects from game servers occur, and in-game ping rises by 10 - 20ms — this occurs with any combination of WiFi Optimiser features turned ON/OFF.
At the same time, there is some benefit on paper; upload and download latency is significantly reduced (good), but this is useless when the aforementioned problems occur at the same time.
I have confirmed this is not an issue with my devices, as it occurs across multiple wireless and wired devices in my household. All of which never experienced these problems with my old internet provider or their equipment.
I have tried disconnecting my extender for 48 hours, rebooting my Hub multiple times, factory resetting the ONT, power cycling the Hub and the ONT, resetting network settings on my devices, rebooting my devices, and different ethernet cables.
The problem is consistent, in that if I factory reset my Hub and never turn on WiFi Optimiser features after this point, my connection remains stable with none of the aforementioned problems, except high upload latency (115ms or higher) which ironically performs better than the lower upload latency with WiFi Optimiser features turned ON.
Considering the fact this occurs with my new equipment, I'm convinced this is a firmware problem. I have considered there might be a fault on my line, but this doesn't make sense to me if keeping WiFi Optimiser OFF eradicates these issues.
For reference, I am on the 1.6Gbps package.
What should I do in this situation? I'm afraid that if I contact EE support again, their solution will be to send out another replacement, and we may keep going back and forth with no resolution.
