Worst Broadband

[Mike431]

Hi, 

I have been with BT for at least 40+years (land line and broadband), Sky tv for 25+yrs, and recently switch to EE Broadband and TV.

Every day I have issues, either/and TV lost broadband connection, ring door bell (and ring stickup cam) lost Wi-Fi connection, and VR gaming very laggy and lost sound, AND occasionally, game crashes when playing online multiplayer which is VERY frustrating.

None of the above ever, ever happen with BT Broadband which we have had many years and sky TV, and only start since switching to EE. I have included a seven day snapshot of issues and actions.AGAIN, this never happened with my previous BT setup.

ISSUES

I think the new EE  modem are at fault and not as good as BT, and here is why.

1) When my Ring door loses connection to Wi-Fi (which never happened previously), sometime I need to reset the modem, whereas other times it will reconnect after an amount of time. ALSO, my ring stick in the Garage which is some distance away from the house and has a low Wi-Fi strength does not lose connection, but my garden ring also goes down, which is closer.

2) TV Crashes, although I have an extender router between the modem and and TV.

3) VR gaming goes down occasionally when playing multiplayer although I am near an extender router, and most times in multiplayer, the sound drops and players freeze.

NOTE: EE BROADBAND HAS BECOME A LIABILITY, AS MY HOUSE IS NO LONG SECURE ALL THE TIME BECAUSE I LOSE MY RING SECURITY.

MY INVESTIGATION AND YOUR INSTALLATION 

Your engineer installed the modem in the kitchen at the front of the house. If the issues is because it’s signal is being blocked by microwaves and kitchen appliances, then why installed it there. Should you train the engineers on the optimal place to install a modem.
If this is the case, why is the extender router not good enough. HOWEVER THIS MAKES NO SENCE, because my ring door bell is next to the modem (other than a wall), and why does my garage ring cam work?

IDEALLY
Ideally I would like to have my old BT (Smart hub) setup reinstalled and full fibre or EE routers seems to be rubbish.

Thanks

Mike

Date	Day	Time	Observation	Issue	Fix	Additional info	Previous set with BT and Sky
30/5/26	Saturday	10 am	Lost TV	Wi-Fi down	Waited for modem		No issues
		1 pm	Lost TV	Wi-Fi down	Waited for modem		No issues
		4:30 pm	Lost game VR	Wi-Fi down	Waited for modem		No issues
31/5/26	Sunday	10. am	Lost TV	Wi-Fi down	Waited for modem		No issues
		6pm	Lost VR game	Wi-Fi down	Waited for modem		No issues
1/6/26	Monday	8am	CCTV garden offline	Wi-Fi down	Had to reboot modem		No issues
2/6/26	Tuesday	11am	Lost TV	Error on tv YVM102	Had to reboot modem	Modem and extend solid green	No issues
		2pm	Lost ring door bell	Wi-Fi down	Had to reboot modem	Garden and garage were on, although further away	No issues
3/6/26	Wednesday	6pm	Lost VR game	DNS Server Not Responding	Waited for modem		No issues
		8pm	Lost TV	Wi-Fi down	Waited for modem	Modem and extend solid green	No issues
4/6/26	Thursday	08:00am Unplugged power, waited a minute and plugged back in		No issues
5/6/26	Friday	13:00	Lost TV	Error on tv YVM102	Pulled power out of tv, waited 10mins	Modem and extend solid green	No issues
8/6/25	Monday	08:00	Lost TV	Extender flashing but modem on	Waited 2 mins		No issues
		19:00	VR game really lagging			This never happend but does frequently since EE

[Mike431]

And just now Tuesday, two out of three ring can have gone off line. Going to wait and see if the come back on line or I’ll have to restart the router. This is becoming a daily process for me.

[Northerner]

Hi @Mike431 

Buy your own router.

There are many complaints about the free EE hardware and I have no idea why people still use it especially in households which have high demand. This also gives you more flexibility and options. 

Thanks 

[XRaySpeX]

1) Older or weaker devices may not be compatible with the default WiFi settings of EE Smart Hubs. Try setting up Compatible WiFi on the router under Advanced > Wireless Settings > Config > Compatible WiFi (it defaults to 2.4 GHz only & WPA2) & connect your problematic 2.4 GHz devices to that.

What is the name of the EE BB plan you are on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

You talk of the eng. having installed a modem. If you are on Full Fibre, do you mean the OpenReach ONT modem fixed to the wall? It would be rare to have to keep rebooting or waiting for a modem. Also the modem's signal to the router is along Ethernet cable & so would not be blocked by microwaves and kitchen appliances. Please clarify between OR modem & EE router. With the modem positioned in the kitchen, where is the router positioned?

[JimM11]

@Mike431 Have a look at the link below, you may have this issue currently. If you still have a BT Smarthub 2 put that back on, it works fine on the EE service also. Moving a Hub to accommodate a new FF Full Fibre position can also be a big cause for poor wireless wifi distribution. 

Solved: Re: my outside camera keeps going offline. - The EE Community

[Mike431]

Thanks, Any suggestion on a router that’s compatible with EE full fibre.

I am not tech savvy.

Thanks,

[JimM11]

@Mike431 BT Smarthub 2, gives you everything you need, you may have to watch the DV on the Landline if using!

[Chris_B]

@Mike431  Have a read of THIS 

[Cliff_G]

@Mike431  as above, EE have acknowledged the fault ad are working on it. The link in @Chris_B 's post will tell you what to do. Although you say your're not tech savvy, it's not a difficult fix.

To be clear, the problem is not the router in general but the way the latest firmware update (pushed out "over the air" silently to everyone a couple of weeks back) handles the wifi connection to you devices. There's no point, in my view, in buying another router. If you were to do that (and I have in the past on other providers), you may well get a "better" router, which is somewhat of a subjective thing, but if you get any broadband connection problems (i.e. the signal coming in to the router from the outside world), or occasionally wifi problems, then EE will not be able to interrogate your non-EE router and you really will be on your own and would need to be tech savvy.

[XRaySpeX]

Practically any router with an Ethernet WAN of 2.5+ Gig.