pages with images slow to load

[davidwf15]

Been a customer of BT for many years, now moved over to ee due to the better pricing package offered, we have FTTC with 36 meg down / 6 up
Since moving over a few months ago I have noticed a considerable delay loading pages with lots of images from, say, Amazon, ebay and the like.....the roundel sits there spinning sometimes for over 30 sec before the images and page load completes, sometimes it never does.

We have both gigabit CAT7 ethernet and BT mesh wifi and use of a laptop and PC and it is the same on all combinations of equipment and connection

I re-connected an old BT smarthub 2 that I had and the problem immediately disappeared, re-connected the ee smart hub 3 and it returned.....proof enough to me that there is a problem with it, I have factory reset it to no avail

Added to this, if I connect using the 4 ethernet ports on the router to a smart TV, hard disc recorder, PC and NAS then we simultaneously noticed that the TV cannot access the photos on the NAS (it MAY do after several attempts, or may not), If I connect a (Netgear 5 port) ethernet switch to any port on the router and use the other ports on the switch to connect to my equipment it all works perfectly......with the old BT hub in place, it all works OK using the rear ethernet ports so I am at a loss as to what is happening

Ideas appreciated

[Profile closed]

36 down, 6 up, SNR around 3 & 6 respectively...pretty much steady for over 8 years!

[davidwf15]

just spent an hour with ee on chat ......which can only be done via their app...........he wanted to see a video of my master socket, the cabling and the router connections....god only knows why as I made it quite clear that it worked perfectly well with the BT HH2....

he then concluded that there are major outages with some of the hubs that is affecting apps such as TEAMS and that could also be causing my issue.....all despite assuring him that it had been ongoing for several weeks!
he then somewhat reluctantly raised a complaint but I cant see how that will help
bottom line.....just use the BT HH2 that you bought and paid for (🙂) until we find a solution !!!!!

I have just received an update from the engineers. They said that during the time of manufacturing of a certain lot of hubs, some got the old software or DNS settings in them. As a result those hubs are creating outages. Our Networking team is working remotely to roll over the new software version. Once it is done, the update will be published over the EE community page. Soon you will receive a follow-up text as well. If you can please reply to the complaint text with "HELP," one of our teams will get back in touch with you. They'll be able to review your complaint notes to understand what exactly you were looking for and why this complaint had to be raised in the first place. 

At the moment, since our engineers are working at the moment so we are unaware that which hub has the old version software. So our engineers will remotely update the software on your EE hub. Once the issue has been fixed it will be published on our community page and then you can use the EE hub back again.

I asked for a replacement hub but it seems they cant be sure (cant be **bleep**d 🙄) to check the build software would be OK so I just have to wait and keep checking on the ee community page.....that, is not good customer service!

[XRaySpeX]

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@davidwf15 wrote:

Once it is done, the update will be published over the EE community page.

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Never has before!

[davidwf15]

indeed.....and the SH30A isnt even listed on that page

[XRaySpeX]

On which page?

[JimM11]

@davidwf15 That is called 100% blowing smoke up your place and to get rid off you from the call! Complaint raised and closed as EE don't want or need any, makes them look bad, you guess that even works ! You should see the model here!

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

[davidwf15]

What I presume is the firmware page.....

https://community.ee.co.uk/t5/forums/searchpage/tab/message?advanced=false&allow_punctuation=false&q...

[XRaySpeX]

Any mention of f/ware versions on this Community is reported by its users. I haven't seen any specifically for the SH30A but presume its as for the SH+ as in Smart Hub Plus SH31B Router Firmware changelog. Try searching for your version "1531355" instead.

The variants of Smart Hub Plus are SH30A,SH31B & SH32B, whose diffs are:

1. SH30A: DSL & Full Fibre, 1 Gig WAN port.
2. SH31B: DSL & Full Fibre, 2.5 Gig WAN port.
3. SH32B: Full Fibre only, 2.5 Gig WAN port.

[JimM11]

@davidwf15 FW history Plus/Pro covered both!

SH30A/SH31B/SH32B

FW: r1.35.0-R-1138091-PROD-83002 and the gui is at App version: 1.13.1.
FW: r2.68.11-R-1260390-PROD-83002
FW: r2.68.12-R-1270837-PROD-83002 and the gui is at App version 2.36.4. 09/01/2025
FW: r2.68.16-R-1296172-PROD-83002 and the gui is at App version 2.36.4. 31/01/2025
FW: r2.68.17-R-1303190-PROD-83002 and the gui is at App version 2.36.4. 14/02/2025
FW: r2.68.18-R-1303195-PROD-83002 and the gui is at App version 2.36.4. 11/02/2025
FW: r2.72.2-R-1302577-PROD-83002 and the gui is at App version 2.36.9. 11/04/2025
FW: r2.72.3-R-1302579-PROD-83002 and the gui is at App version 2.36.9. 11/04/2025
FW: r3.8.11-R-1414606-PROD-83002 and the gui is at App version 2.36.9. 23/06/2025
FW: r3.8.17-R-1464067-PROD-83002 and the gui is at App version 3.1.3 03/09/2025 Https:// now!
FW: r3.8.24-R-1531355-PROD-83002 and the gui is at App version 3.1.3. 10/10/2025 Now https://

Pro

FW: r2.49.5-R-1094775-PROD-1 and the gui is at App version 2.22.6. Looks like OOB
FW: r2.64.2-R-1210501-PROD-1 and the gui is at App version 2.34.2.
FW: r2.64.3-R-1213091-PROD-1 and the gui is at App version 2.34.2. 06/12/2024
FW: r2.64.5-R-1298597-PROD-1 and the gui is at App version 2.34.2. 04/02/2025
FW: r2.64.6-R-1303886-PROD-1 and the gui is at App version 2.34.2. Unknown not released in the wild.SW40J WiFi Extender?
FW: r2.64.7-R-1303938-PROD-1 and the gui is at App version 2.34.2. 07/02/2025
FW: r3.8.24-R-1531355-PROD-1 and the gui is at App version 3.1.3. 17/09/2025 Now https://

[XRaySpeX]

@JimM11 : Why not publish that in its own thread as an up-to-date Router Firmware Changelog?