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]

@XRaySpeX Thanks, for that thought they had clamped the Main to no less than WPA3-T good to see it's back with WPA2-Personal allowed now, wonder if it works?

Edit:- if you get time could you take a quick look at what version FW your 6+ is at!

[JimM11]

@Mike431 Perfect, there is NO need to use the compatible network feature at all when the Main can be set to WPA2-Personal.

Prefix to the above ((Unless the device does not work well in a 2.4/5Ghz operation single SSID.... which can happen device specific)). For me i have 1 - 2.4Ghz and two 5Ghz transmissions as the Asus is a Tri-band device, not one single connection issue either separated which the are now, and when single ssid operation, have tested both way's for a few months operating in each method, Asus AP's are only dual band operation but latch on the upper band as they are capable 160Mhz wide channel like the Main Hub.

Edit:- @Mike431 you don't per chance have any WiFi 7 devices, need someone that has a WPA3 to see if it drops back to WPA2 operation only with the EE Hub set that way.

[Mike431]

Hi Jim, apologies but due to my lack on knowledge I struggle to understand and will reread your reply again, also need to check Wi-Fi 7 devices. My latest device was a Oculus quest 3 (2yr old) and iPad (3yr old).

However, I would like to mention regarding WPA2-Personal, I was watching the football and the game, and other channels were pixelated until I reset the hub. I did check the hub setup again, and noticed in the drop down there was WPA-WPA2-PERSONAL as well as WPA2-PERSONAL (but only on COMPATIBLE), so I checked the difference. What is interesting is that google states…

No, they are not the same. WPA2-Personal uses strong AES encryption, while the mixed WPA/WPA2-Personalmode allows both newer devices and older devices to connect by dropping down to the older, weaker WPA standard (TKIP encryption) if necessary.

I changed to WPA-WPA2-PERSONAL, and my Wi-Fi on my iPad automatically changed to “Low data mode” and I lost my Wi-Fi on my EE TV although EE TV is connected to the “main” (I probably just need to reboot everything). SO, I reverted back to WPA2-PERSONAL.

I’m going to reread your reply again, but thought I would let you know about the above, and if you had any thoughts on WPA-WPA2-PERSONAL.

Thanks,

Mike

[jak26]

If you have just one or two devices - like a modern phone - then WPA 3 only will probably be OK - but there are still many devices in common use that dont support WPA 3 - I think the Switch is an example - and so WPA2/WPA3 maybe called something like WPA3 transition - does seem to work with most devices that are new enough to support 5GHz WIFI

But there can be some older or simpler devices that wont even show the router SSID name in WPA2/WPA3 mode and on the Hub 7+ that means using Compatible WIFI and choosing WPA2 (don't select WPA/WPA2)

Of course the other reason to not see an SSID is WIFI range - 2.4GHz should cover a house, but 5GHz band not so much and 6GHz if you have a tri-band router even less.

There aren't many actual WIFI 7 devices around even though many routers see having it as a selling point but there's no Hub toggle to turn it off if that causes issues.

[JimM11]

@Mike431 Yes you DO NOT want to go ANY lower than the WPA2-Personal mode, the WPA/WPA2 is not any good, your devices need to older than +20 years and those are well gone by now.

The point i was trying to make was that MAIN wifi was NOT allowed to go any lower than WPA3-Personal-Transition or the WPA3-T operation, that did cover WPA2-Personal but some devices just do not play nice.....

So if EE have WPA2-Personal available on the Main again use it and pray to God it is working correctly...... I never had one single issue with the 6+ on WPA2-PSK that i call it, then late Feb 2025 EE FW updated and oops the Hub big time....

[Mike431]

Ok, had enough of EE now. This morning internet dropped out three times and lost EE TV. Didn’t switch of hub, but waited. It took at least a minute to come back up. So much for EE saying with full fibre we won’t notice when it goes down.
Last Wednesday lost broadband when football was on, followed by pixelation

Thursday morning EE TV pixelated approximately 8am, 1pm, and 4pm. 
Friday, Pixelated 8am and 5pm

Today, EE TV froze and stated lost broadband (Although broadband was up and iPad was still connected) 3 times and took over a minute to come back.

NOTE, EETV is setup 5g and connects to extender with strong strength. So I am guessing it the EE TV pro box / EE TV that is useless. Haven’t got the stomach to speak to EE support at the moment. Just as I am typing this, EE TV pixelated.

ANYONE else have EE TV pro box and have these problems, and does your EE box connect 5g, via an extender, and Wpa2-Personal and smart channels.

Thanks

[Katie_J]

Hi @Mike431. 

Thanks for coming here. 

I am sorry to hear your internet has continued to drop this morning and you have Pixelated issues with your EE TV Box.

The best people to speak with would be our support team who have account access and the ability to complete a diagnostic. 

I understand this is frustrating, especially not being your first call however the team will do all they can to help. 

Katie

[JimM11]

@Mike431 From back six weeks ago have you tried this yet. ""BT Smarthub 2, gives you everything you need, you may have to watch the DV on the Landline if using!""