Wifi Hub disconnecting every 10 minutes

Danielmcg2020 · ‎22-05-2024

We've had this hub for a couple months now, 4 or 5 engineer visits and still has not been fixed.

The connection will drop out completely every 10-20 minutes and come back on after 1-3 minutes

The engineers have concluded that the line itself is fine so if the problem persists it may be the hub itself that is faulty (still looking into that).

I've been looking into changing the IPV6 settings because that might be the issue from what I see in the forums but I've no clue what I'm doing, I fiddled about with the ipv6 settings and disabled it which didn't fix the issue, trying to revert it to ipv4 only locked me out of the network altogether so Ive reset it back.

Any feedback is appreciated.

JimM11 · ‎07-06-2024

@Danielmcg2020 If i can pass on some tips for you,

1. Your new router mentioned is not the correct type to replace the EE router, not sure if you can return it for refund or exchange but the TP-Link Archer VX1800v is like the model you need, but i am not saying that this is what you should get, you need a Router with a VDSL interface... Have a look on the Tp-Link web site, there equipment is good but it is not plug and play like a ISP supplied router...

2. You cannot continue to switch off/on the Router of any type connected to the OR Master socket, there is a potential for the FTTC connection in the cabinet to DSLAM you back to a VERY low speed, it can think that there is a problem on the Line or the Router, so it try's to lower the speed as a corrective protection to unsure STABILITY. IT is unfortunate, that you will need a OR engineer visit to have them reset it, it is the ONLY way, do not think that EE CS can do it for you.

3. When you get the Engineer visit, he will reset, you can check on your pc, by login and look at 1st page, Status scroll down and look at your sync speed, you should see close to your 80/10 Up/Down sync's.

4. Your new router and only you can tell this does the Wi-Fi wireless signal seem better than what you had before forgetting all about the issue's of the constant drop out's... HTH

View solution in original post

JimM11 · ‎22-05-2024

@Danielmcg2020 What is the model and make of the hub?

Danielmcg2020 · ‎23-05-2024

Smart Hub SH31B

Model: F5394-CP EE

JimM11 · ‎23-05-2024

@Danielmcg2020 So in all this time has no one even suggested / reported that the hub is faulty. When you were having the line tested was the hub fault happening at that time? Was it an OR/Sub Contractor who tested the line and as EE check the quality have they seen any issue's, all sounds very strange. No intermittent faults can happen, what do you observe with the router when you have the fault.

Danielmcg2020 · ‎05-06-2024

They can see the issues on their end, the fault hasn't happened during an engineer visit, the line is fine but the problem persists.

It was an openreach engineer who came to the conclusion after multiple visits, Someone from EE support agreed that it must be the hub that is faulty and had booked an engineer to test the router itself for faults.

This engineer they booked was Someone from EE and not openreach they stated that configuration settings was the issue and that a replacement isn't necessary.

Still disconnects.

I bought a TP-Link router and connected it to the Smart hub with an Ethernet cable because the tp-link router does not have a DSL socket.

I switched off both bands on the smart hub WiFi so that the new router is the only connection it has, I can access the Internet with this set up but the problem still occurs.

I'm currently trying to figure out how to use the new router on its own rather than through the smart hub, It is a 'TP-Link Archer AX12' and the smart hub connects by an openreach Master Socket 5C via DSL cable.

Things I've noticed with this issue are :

Signal from devices to the smarthub will lose connection, it does not stay 'connected with no Internet' but the new router will. Instead the signal will dissapear and the hub will flash amber then green until returning to aqua.

JimM11 · ‎05-06-2024

@Danielmcg2020 Normally the first item to be changed is the Master Socket to eliminate this connection point, Then if you have not had a replacement router it also cannot be eliminated, Your explanation of LED's sure points to the DSL line being dropped, If you have the ability to login to the router 192.168.1.254, and your details are as nothing changed then the router card will be good, in advanced settings, technical log, then events, you can see what is happening with DSL disconnect's this should give you an idea, they will be time stamped. BUT as i say, if it is an intermittent line fault they are the worst to find and fix. Make sure it is not losing power to the router by switching off then watch the led as it restarts and record the sequence, very similar in operation, and if so try another power socket even of an extension cable as a temp test. If it is power the log will reset and go back to no entries, so look at the log first, there are pages that you can scroll through for total up time....

Danielmcg2020 · ‎06-06-2024

Woke up to find that I can't get into either network despite both being on, they won't accept the passwords, I know resetting it should sort it but I'm ready to give up at this point it's headache inducing and this is going nowhere. Calling EE again will also lead to nowhere and that last software engineer EE sent **bleep**ed me off when he reset the hub and called it a day (waited 2 weeks for him and that's all he did). Then he said that openreach didn't know what they were talking about. Man simply didn't wanna replace the hub so I bought a router which doesn't solve anything at all more money down the drain.

Can you please tell me the truth is this issue common with this model of smarthub? Is this line of smart hubs defective? Were these smart hubs made from the components from BT smart hub 2's?

I'm so sick of trying, its been months, I'm just convinced now that we have been scammed.

JimM11 · ‎06-06-2024

@Danielmcg2020 I have had my EEsuperhub+ for 3 months now, did make some changes before i set it up, but have had no issues with it in the slightest, There is a FW update being pushed out so not sure if yours is up there, BT2 super hub does favour with clients from BT and i will say it has a very good spec, as you will have seen reading post's, but i have never used one so cannot comment on its ability, but given the choice, anything that does not need a MOBILE to set as far as i am concerned is an absolute +++++. If you want help, and can login to the router with a laptop / desktop let me know and will advise what to look at. HTH

Danielmcg2020 · ‎06-06-2024

Fs my phone pressed solution automatically.

JimM11 · ‎06-06-2024

@Danielmcg2020 Not to worry, will let you carry on the rant that you are having!