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

[JimM11]

@Cliff_G Thanks you are on the case as well, kind off reading your thoughts and looks like we are on the same page.... 

Netspot by ETwok. Inc on Google Play, Android is excellent at showing what is going on WiFi wise, just be sure to use the FREE version and not pay anything the WiFi Inspector shows it all. You have to work out all the associates and MAC Addresses that is just a given, some are easy but the hidden's are all down to the way the EE Hub treats it all.... See some sample pages from the link below, all the Sky ones are mine.

Re: Wifi issues - Page 3 - The EE Community

[JimM11]

@Mike431 So you are aware, if you connect an Ethernet to a wireless wifi Extender, it may show as an Ethernet Connected device but in all essence it is just a wireless bridge back to the EE Hub, speed depends on how good the Hub/Smart Wireless connection is at any point in time.

App i never ever wasted any time on it at a ll, web manager was what i used to look at the hub with either my Laptop or the desktop PC whichever was in use at the time... App had to be used at times and if it worked was a huge sigh off relief...

You honestly may just wish to go get a BT Smart Hub 2, plenty going around and all off your issues may just disappear.

[JimM11]

@Mike431 In the whole scope off the EE, did you have the Old copper FTTC connection then get a FF Full Fibre with ONT all installed and as you say no where near what you would consider optimal position for operation.....

I did the opposite kept the EE Hub position exactly were i wanted and needed it, and OR were happy to accommodate were the ONT was placed with the Fibre, I RUN the Ethernet from ONT to EE Hub, so just never got any issues what so ever!  

[Mike431]

Thanks all,  probably my last post. 
I am still not sure if to cancel EE and go to virgin and sky etc. Some of my issues are fix and others are not. 
I think I  now understand all your feedback and I made a few errors due to my lack of technical skills, eg I have switched off 5g, but only on compatible. 

Fix

1) Ring cameras seem to be fine and no long drop off. I think this was fix because I change the channel from Smart to channel 6

2) CCTV works fine. Must be due to the same as above.

Issue that won’t go away 

1) TV occasionally gets pixelated.  I tried switching off 5g on main (compatible was already off), but could not see then hub/wifi name on the TV Wi-Fi, therefore could not watch TV anymore. Not sure what I did next, but rebooted everything and both names (main Wi-Fi and compatible) appeared on my TV. But once I select either one, re entered the passwords and got connected, the TV say to check my broadband. Google stated it’s due to not picking up compatible, but I gave up at this point, because I’m confused as I selected Compatible as will as main to connect. I will live with occasional pixelated unlike my previous setup pre EE.

2) IPad occasionally (3-4 times last week) with minimal impact, says no “Broadband” with a flashing broadband sign. I am connected to Compatible WiFi set to 2.4, and 5g off. Didn’t happen on previous setup, Ian’s guessing I’ll live with this also.

3) OCULUS quest3 VR headset still has occasional minor lag, and multiplayer voice occasionally drops off. I am connected to Compatible WiFi set to 2.4, and 5g off. This is very irritating as VR multiplayer is what I use to unwind. 

In short, my setup is…

Main = 2.4 and 5 on (I need to connect to main and 5g for my EE TV), and set to channel 6,not Smart

Compatible = 2.4 and 5 OFF, and Channel 6. VR headset, iPad is connected to this.

I am going to reread your previous replies to see if I have missed anything again, I’ll will also try to speak to EE tech support somehow. I might even reset everything and see it that works as I don’t know when EE will roll out the fix.The fact that we have to do this blows my mind.

Much appreciated as always,

Mike

[JimM11]

@Mike431 Do you use the EE app, can you confirm if your EE Hub and the EE Smart Wireless both 6+ version that you have are NOW FW updated to the Latest and Greatest from EE, the TWO are posted earlier for you to check against.

Sent from ME and this is the post time to you, 22-06-2026 05:33 PM

[Cliff_G]

@Mike431  One thing to check. I have one residual problem even after the latest firmware update and it would be worth seeing if this is hitting you as well.

The problem is that one of our laptops keeps reconnecting every 6 seconds. Under low usage (email, browser) it looks as if it's connected, but on anything streaming (notably a Zoom call) it stutters, pixellates and freezes constantly.  If you go to a browser window for your router and under Advanced then Technical logs then Event log tab, have a look for the MAC address of the devices you're having trouble with, and see how often they are (re)connecting.  This problem, if you are indeed seeing it, should show mainly on streaming use such as your TV and VR headset.

I'll be interested to hear...

[JimM11]

@Cliff_G Can you have a look and see if you laptop is getting assigned both ipv4 and ipv6 addresses, easiest is ipconfig /all from the windows cmd prompt run with admin privledges applied. Don't post results up as there is a lot to hide filter wise. Jim 

[Mike431]

Hi,

The two FW below was copied from your post. My FW is the same as the same as the last one, so I should be up to date? Does this mean I have to reset the hub to how it was eg, 5g,main and Smart, or we still need to keep the changes so the EE Hub can function correctly for devices slightly older devices? Much appreciated Mike

My FW

FW: r4.26.1-R-1860948-PROD-83002 and the gui is at App version 3.14.5 25/05/2026 OP Posted Stability Problem
FW: r4.26.3-R-1923144-PROD-83002 and the gui is at App version 3.14.5 12/06/2026 OP Posted

[JimM11]

@Mike431 Good, your latest has been applied to your EE Hub, the smart wireless going to assume it got up there as well if EE are doing it all correct.

Couple off things i need to make you aware off, Regarding the two bands off operation and how it is all treated EE Hub wise.

The 2.4Ghz band, EE would prefer it to be Auto no doubt, but the values Channel wise at 1,6 or 11 are considered to be good house keeping when they get set by you....

The 5Ghz does NOT work down in that Channel range, it start's off in and it all depends on how/what the EE Hub reports it as but EE only allows Auto Channel so that is allowed to drift and move about as required, samples below, when you start to hit above channel 100 you hope and pray the devices trying to connect support and MANY do not, that's for another topic.....

36,52,100,116,132,149,165

42,58,106,122,138,155,171

If it was me, i would go set the 2.4Ghz channels both on the Main and the Comp networks back to Auto especially if it was working Pre the FW oops that happened.

[JimM11]

@Mike431 Keeping this separate for you, the OLDER devices is more about the wireless wifi securities and the use off the Comp network feature....... Some devices just HATE to be on what is called the WPA3-T wireless protocol, they become unstable, disconnect frequently and you start chasing them all over the place, EE DO NOT allow now i THINK the Main wifi to go below this WPA3-T setting.... They did years ago forced FW, at that point i upped and departed not having them tell me what is workable or not, they oops'd that big time on the 6+ hub, not many would have had a serious issue with it all so it flew under the radar, my network ground to a halt that night, new what was wrong fought the corner and lost that battle....

Comp you set as WPA2-PSK, been around years and years, it's well defined works and is secure in operation, you can thank the Fruit Flavoured company that start's with the Capital A for getting there way and everyone else having to comply and not be getting security warnings....