Worst Broadband

Mike431 · ‎09-06-2026

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 · ‎15-09-2026

Hello, anyone there.

Please can you let me know the best way to communicate my issue. I need a number or contact or email etc.

TV still pixelated morning and evening and required a hub reset. (Only my partner watches tv)

Today lost broadband totally for 5mins

Yesterday VR headset was very slow downloading updates.

The above is typical of a day in the life of EE broadband.

I am going to try customer services again later today, and also try the app again.

Thanks.

JimM11 · ‎15-09-2026

@Mike431 The only option that you have, linked below. Then drill down to what is best for you after that is displayed. Possible Technical Support may be the way for you to go first instance, if you are on the new EE service the GUIDE to 66033 as a text may get EE to call you back.

Have you managed to try the BT Smart Hub 2 version as off yet or still using the EE 6+?

ee.co.uk/help/contact-ee

Cliff_G · ‎15-09-2026

Last night re trying to get a voicemail fix I used the EE app to initiate contact. I went to Help on the bottom line at the right, then when that comes up you scroll down to Talk to us, select the Call tab, and then Call us. This got you through to a 1 for this 2 for that menu, which I followed. Whilst they are putting you through they run an automatic check on your line. If this comes back with nothing wrong they next say that they will reboot the router. Wait until this message is complete and they will give you the option to not reboot the router by pressing 1. After this on both occasions I had to call them a Guide came on the line very quickly. Good luck.

Mike431 · ‎15-09-2026

Thanks Jim,

Still using EE6+. Just have a few things going on a the moment, also dont want to pay out with my own money, but will shortly once spoken to EE support.

One/two question…so if I go on Amazon and buy the bt smart hub 2 and compatible extenders, it should work even though I have a EE full fibre contract? Will I still be able to access the Bt Smart hub hub under the EE app?

Ideally, I want to speak to EE and keep my current contract but just change the Hub and extenders to BT smart hub 2 and compatible extenders.

I’m going to price up the Bt hub and extenders now.

Much appreciated,

JimM11 · ‎15-09-2026

@Mike431 There is no reason that EE cannot do the BT Smart Hub 2 and a set of complete smart wifi to match, especially with you seeming to have so many problems with the 6 + version, the EE app now works and support's the BT2 version, not all the bells and whistles with the older one but it is a well capable hub, have the talk and see what EE CS say's to you, plenty going about 2nd hand on the flea bay site and not expensive as buying new from Amazon.

BT/EE is virtually the same equipment the BT2 is the SH20A EE version, same as the 6+ is the BT3, same FW same people Forum support wise. Going to take a re-read through your post again.

Looking through it all, my opinion you just need to go back to what you had before BT Equipment wise, the 6+ and Smart wireless takes a little patience to get working but you seem to have run out of that currently, been to long with issues you are not getting resolved....

Mike431 · ‎29-09-2026

Just a quick update.

Spoke to EE customer support two Saturdays ago…

He was reasonably helpful and understood all my concerns, and tried to put me through to tech support but could not get hold of anyone, however, he then suggested moving to Smart hub 7 and an extra cost of £10 a month and said it should address all my issues. Plus he was quite FIRM on not discussing the BT Smart hub 2, as this would be going back on technology (see below on second conversation with EE). I said I’ll try speaking to tech support before upgrading to another potential bad EE hub.

Spoke to Tech support last Saturday…

Very helpful and did a lot of checks their end. What they ended up doing was a factory reset their end because apparently sometime a reset on the hub is not enough (They noticed last update on the hub was October last year). I also had to reset my extenders my end. This worked and everything was running perfectly.

However, 11pm last night (three days later) the Hub went down for 2mins, and this morning tv is pixelated.

I’m going to monitor for the next few days and call tech support again. Tech support last Saturday did offer me a new Hub and extenders prior to resetting the hub their end.

NOTE: Tech support did say that BT will be switching every one over to EE hub at some point.

Regards,

Mike

JimM11 · ‎29-09-2026

@Mike431 Not sure where your hub is at but this is were it's all going to now, so worth a look at it again. The 6+ and the extenders are now on another round of updates possibly your Hub/Extenders may be there by now. As regarding your Extenders see the link that @Profile closed has done below.

FW: r5.19.1-R-2036010-PROD-83002 and the gui is at App version 3.17.5 17/09/2026

Top Tips for pairing your WiFi Extenders to the Smart Hub 7 Pro - Page 3 - The EE Community

Edit:- would be good to get your opinion as to what is still the issues with it all, have all the other devices now settled down and the TV is just the one causing problems for you?

I am still very mindful on the placement off your EE Hub and your EE Smart wireless Extender with this all, and more so from your move away on the original BT hub but we never went to much into that detail, for example one BT hub was central to the home and everything that was on wireless worked.... Forget about the TV side you jumped away from Sky to EE on that control box wise. TV link below for your YMV102

Search - The EE Community

Mike431 · ‎07-10-2026

Hi, sorry for late reply.

My FW has not been updated, see blow FW from my EE app.

As for devices, my IPAD occasionally (approx 5 times a week) flashes connection lost but, only a few times do I actually loose connection. My VR headset rarely has an issue, but I’m only on the head set once a day. TV is pixelated every other day now, however the weekend we got the usual black screen stating we lost connection. My extender furthest away switches between orange and emerald green which is never did.

Basically EE Brand is a lot better than before, but nowhere near when we had BT smart hub 2, eg zero issues.
Hopefully, once I get the hub FW pushed out to me, it might iron out the issues above.

As for previous location. BT smart hub was located central of the house under the stairs (near my electric meter), and now the EE hub is two meter away in the kitchen. The extenders are in the same spot.

Thanks,

Mike

Cliff_G · ‎07-10-2026

"my IPAD occasionally (approx 5 times a week) flashes connection lost but, only a few times do I actually loose connection"

I get this regularly, probably 2 or 3 times daily with a new Android 16 Lenovo tablet I have, and used to get it with the old Samsung Android 7 one, similarly. As you say, they don't seem to actually lose connection. The Android 7 used to do it before the recent disastrous firmware update and semi-fix, and I'm not sure it didn't do it on our old Plusnet route pre-EE (from March 2026).

I don't know why they do these things.