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 · ‎11-06-2026

Thanks I will try today. I have restarted Smart hub and extenders Tuesday, but same issues Wednesday. I’ll update you if it’s helped. Thanks

Mike431 · ‎11-06-2026

Thanks Chris, rebooted Modem and extenders, (power supply off, and restarted) , but did not fix. Same issues Tuesday and Wednesday. Going to change the channel today hopefully if I get time.

Mike431 · ‎19-06-2026

Hi Jim, I change to channel 1, 6 and 11 and restarted routers each time. Still Ring cameras go offline, and last night my online multiplayer game froze which never happend (accept last week my game crashed) before until I switched to EE. Yesterday, my Swann cctv was no longer picked up on my iPad which has never happend, so I changed it back from channel 11 to 6 and restarted routers and then I could see my Swann cctv on my iPad.
I’m going to action XrayspeX advice and change from main to compable Wi-Fi and see if that helps. Else im going to cancel EE BROADBAND AND TV.

Thanks for your guidance.

Mike431 · ‎19-06-2026

Hi, I did try other suggestion first and changed the channel from Smart to channel, 1 ,6 and 11, but I still have issues (Ring dropping off and back on again…and a new problem, Swann cctv app was not working until I change channel on the modem… but probably only need to restart the modem, and every 2-3 days the tv states, no broadband, although the modem looks fine, and my online gaming froze yesterday (under channel 6) , and crashed last week (under channel 1). Again, none of this ever happened with BT smart hub.

I have just followed your suggestion and switch from main to Compatible Wi-Fi (restart modem and extenders). I lost the tv connection but powered off and on the tv box and it’s working. Going to give it a few more days and update you. Thank you.

I have Smart hub 6, 927 download (guaranteed 700), Extenders 6 plus. According to EE app, the extenders have full strength.

Thanks for your guidance.

JimM11 · ‎19-06-2026

@Mike431 EE have found what the problem is with the new FW that they did, a new and improved one is now doing the rounds to update on the EE Smart Hub 6+ and the Smart Wireless extenders, the site say's all hopefully to be done by the End off June. It may just sort out all off the issues so keep an eye out for it happening.

Mike431 · ‎22-06-2026

Hi, Does anyone know how final fix rollout is going to be communicated, and what actions need to happen after eg, there will be an announcement stating that from a particular date the fix I has been rolled out , and people need to change Compatable Wi-Fi back to main, and which channels (1,6,11) back to smart and reset the equipment.

I am still having issues where some are new and some have been fixed, and I just want to know when I can reset everything and check.

Thanks no much appreciated, Mike

JimM11 · ‎22-06-2026

@Mike431 Have you looked to see where your EE Smart Hub 6+ and the Extenders are at regarding the Update, do not expect anything further from EE! The From and the Too is were it is all going.

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

Mike431 · ‎25-06-2026

Hi,

Last question, or let know if I should try EE direct.

After changing to 2.4, main to compatible Wi-Fi, and smart channel to channel 6, then rebooting my hub, and devices, I checked my devices on the EE app. Their connection are reflected in the apps as below (eg, some as 2.4Ghz, 5Ghz and Ethernet) .is this normal, and why does 5Ghz and Ethernet appears on the devices in the EE app?.

In short, IPAD, EETV show as 5Ghz when I set the hub to 2.4, and still have issues with these, and VR headset shows as Ethernet, (when it’s Wi-Fi) and I still have issues, but where the Ring devices show 2.4, they appear to be fine.

Note: with the IPAD, I did remove the Wi-Fi from setting (forget Wi-Fi, in settings) and added the Wi-Fi network, but still shows as 5Ghz under device, and I have not tried this with the VR headset.

IPAD - 5Ghz (still some issues with Wi-Fi strength although I am next to the extenders)

EE TV - 5Ghz (Still some occasional issues with pixelation)

Ring door - 2.4Ghz (problem appears to have gone)

Ring stickup - 2.4Ghz (problem appears to have gone)

VR headset - Ethernet (I am still getting some lag in the game)

CCTV Swann - Ethernet (this is correct as there is a Ethernet cable from CCTV to hub extender)

Thanks,

Mike

Cliff_G · ‎25-06-2026

I am not personally sure, Mike, I've never used the app.

Couple of questions: 1. Have you actually disabled the 5G connections on the hub? and 2. What does the browser version of the Hub page at 192.168.1.254 say and are there differences between that and the App.

If you have turned the 5G off, then it looks like the hub is ignoring it which suggests soe sort of default / fault in the config pages.

And how is the VR headset connected? Via the Extender / is there an Ethernet cable anywhere in its link?

JimM11 · ‎25-06-2026

@Mike431 Do you happen to have a wifi analyzer on your mobile phone etc, are you all Fruit flavoured or have an Android phone, would need you to go take a look to be sure what bands are all being transmitted out off that EE Smart Hub 6+ version......

The way it works is as below.....

1. The main wifi has a 2.4Ghz, a 5Ghz, and an associated Hidden SSID off the same name for each band HIDDEN you will not see unless you Analyze the wifi.

2. The compatible if switched on and enabled in theory will also have the identical arrangement to the main with the added _Comp to the ssid's

3. There is an EE WiFi and possible a hidden ssid for that also,

4. There is a Guest Network if turned on.

5. Can you take a look at what FW you have going on with the Hub, getting near the End off June now, your app should display.

6. With the app ALL devices should show up, some get it correct ie on the band etc, others just cannot display correctly so may get a wifi or a network connection symbol next to it, Even if you look at the Hub with the web manager on https://192.168.1.254 do they show up there correct, you can see all the devices connected, all the devices NOT connected if you use the filters....

Will watch for any reply... Jim