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Wired connection slow to connect

Neil0
Explorer

‎03-03-2024 10:34 AM

When I switch on a device with a wired connection to my router (desktop or TV) there is a delay of several seconds before a connection is established.  Reliability and speed are excellent when connected but I did not experience this lag when I was previously with BT.

Cana anyone shed any light on this?

79 REPLIES 79
XRaySpeX
EE Community Star
EE Community Star
In response to imacken

‎12-08-2025 01:03 PM

@imacken : CS, the "front line call centre people" is the only answer. Try calling CS on the Freephone no. (Opt 1)  in my sig.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
Joe77x
Investigator
Investigator

‎12-08-2025 01:39 PM - edited ‎12-08-2025 01:40 PM

It's an issue with the hub that is waiting on a firmware update to fix. 

0 Helpful
imacken
Established Contributor
Established Contributor
In response to Joe77x

‎12-08-2025 01:47 PM

I’m very much aware of that! I thought that the issue was resolved in some firmware mentioned above for the Smart hub. Just wondering about the Pro hub situation. 

0 Helpful
Leanne_T
EE Community Support Team
In response to imacken

‎13-08-2025 03:22 PM

Hi @imacken 

Please report the slow connection to our broadband tech guides. They can get this looked into for you and let you know what is needed to get this resolved. 

Leanne.

0 Helpful
Steve_BT
EE Employee

‎13-08-2025 03:39 PM

Hi All,

Doesn't look like this will be getting back-ported sorry.

It's in release r3.18+ and being honest, looking at the roadmap I can't personally see it going live before Dec/Jan 😞

Steve

imacken
Established Contributor
Established Contributor
In response to Steve_BT

‎13-08-2025 03:43 PM

Honestly, that is unbelievable. After one and a half years of moaning to EE about this, engineer visits, various threads here, we now have to wait another 6 months?

Beggars belief!

0 Helpful
yetihunter
Investigator
Investigator
In response to Steve_BT

‎13-08-2025 03:44 PM

Thanks @Steve_BT !

 

How can we get access to the hub that has this fix? And what hub is that?

thanks!

0 Helpful
Steve_BT
EE Employee
In response to yetihunter

‎13-08-2025 04:04 PM

@imacken I completely get your frustration—after everything you’ve already been through, hearing it’ll take even longer is hugely disappointing. I’ve made sure your experience has been clearly shared with our senior managers, so they understand the impact this is having.

@yetihunter It's the same code base for both the SmartHub Plus & SmartHub Pro. The fix has been made on the development branch so will only be available to the test labs sorry 

imacken
Established Contributor
Established Contributor
In response to Steve_BT

‎13-08-2025 04:16 PM

@Steve_BT Thanks for your understanding Steve.

0 Helpful
yetihunter
Investigator
Investigator
In response to Steve_BT

‎13-08-2025 04:21 PM

Thanks a lot Steve! It certainly is frustrating for us but it is nice to be heard and have someone communicating!

0 Helpful