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]

@Mike431 My oldest device Asus laptop is 2013, have one Dell that the daughter uses, and going to say that is possibly 2-3 years older than the Asus but she likes it, NOT ONE device has any single issue on the network, but i do use Asus Router / Mesh and the WPA2-PSK is it's settings and Plus all my bands, ssid's are separated, channels were i needed have selected operational wise and set.

[Cliff_G]

@JimM11  finally got round to checking this. Yes, the laptop was using both v4 and v6. I turned v6 off for the adapter concerned and it still connected every 6 seconds.

[JimM11]

@Cliff_G Only way to prove is find a similar wifi type and do a connect and see if the symptoms are the same, cycling like it is very strange effect, maybe worth doing the windows wifi adapter driver again or if it has the ability to heel the properties to connect to only one off the bands....

Worth a try some various options etc. 

[Mike431]

Hi, I did change to auto (if I understand stood that you meant, change to smart channel) and I was fine for half a day than lost Wi-Fi connect on my TV again. iPad games still crash on adverts, and audio drops occasionally from online gaming on vr headset. 

I am going to try one last time in case I missed a step…

1) Change both main and compatible to 2.4

2) Switch channel 6 back to Smart recommended channel

3) Reset Hub, extenders, and devices

Regards,

Mike

[JimM11]

@Mike431 The object off the DEFAULT hub settings is for the EE Hub to take care off it all..... Smart just means when the EE Hub see's a clash on the band it Auto adjusts to a new channel away from WHAT it thinks is going to be a problem, when it does that then there is EVERY chance that ALL the wireless devices will drop the connection and reconnect again using the new channel that the EE Hub has setup....

The EE Main WiFi and the Compatible WiFi has a lot going on with it Hub wise, and the Main Securities set at WPA3-T were T is Transitional is the puppy to get both WPA2/WPA3 Devices to work and connect..... Some older WPA2 devices ie old phones old laptop's etc etc just HATE working in WPA3-T mode off operation, errors that are seen is highly unstable, frequent disconnect's from the Wireless WiFi.... EE made the decision be it right or wrong the Main WiFi will NOT be allowed to drop the Wireless Securities anything below WPA3-T, when they did that i promptly UPPED and Departed EE, they stopped a perfectly working Network overnight with the FW update, i knew what they did so only took a few day's to sort it all to a semi working condition again.....

YOU need to look at the Age off your devices in question, if they are ALL WPA2-PSK then setup the Comp Network, get WPA2-PSK as the protocol, and ATTACH all those devices on the Comp Network SSID.... It may not alleviate all the problems but should get better....

EDIT:- I had to go back reread to establish what you had and that appears to be the EE Smart Hub 6+ version with ALSO Smart Wireless Extender or Extenders in use if more than 1.... Also be sure you have NO Other wireless wifi transmitting devices connected, like RE Range Extenders/Boosters that they are often called, as anything can cause havoc on a Wireless WiFi side off the Network.

[Mike431]

Thanks again,

I only have WPA2-PERSONAL and WPA-WPA2-Personal available in the drop down under compatible. WPA3 is not visible, but only in main. 

Both main and compatible appear to have always been set to WPA2-PERSONAL, as I have not touched the security type,

Im going to start a log again for 7 days, then call EE.

Thanks again, and much appreciated for you time.

[JimM11]

@Mike431 WPA2-PERSONAL is the same as WPA2-PSK....

WPA2-PSK (Wi-Fi Protected Access 2 – Pre-Shared Key) is a widely used Wi-Fi security standard for home and small office networks that encrypts data using a shared password and AES encryption.

What is WPA2-PSK?

WPA2-PSK is the personal version of WPA2, designed for environments where a single shared password (Pre-Shared Key, PSK) is used to authenticate all devices on a network

What is WPA2-PSK? A Complete Guide to Wi-Fi Security

[JimM11]

@Mike431 Are you 100% sure the Main WiFi is set as WPA2-PSK for it's operation? Capture and post the screen up!

Have edited up one off the old pictures 6+ version and post the FW update issue, this what i had mine looking like before EE messed it all up. You should see it once it gets cleared. You will see the Main is highlighted, to see the COMP you need to click on it!

2025 post FW update on a EE Smart Hub 6+ version around and before EE messed it all up with a FW update.....

[Mike431]

See below, thanks.

[XRaySpeX]

@JimM11 : These are the WiFi Security options for Main: