"Glitchy" broadband and trouble with Windows based products.

[Flybus]

Hi all

Background: Was with BT ( so using BT hub etc) and the full fibre started playing up, especially with Windows products. During problem solving agreed to move to EE, new router etc....but it's exactly the same. Got given another router....same.

Windows based products (we've a Windows 10 PC connected via ethernet directly to the router, a MS Surface and a Windows 11 laptop.....none will connect reliably. Even my son's Xbox is extremely problematic) Additionally TVs in the house regularly blur and buffer, despite being connected via ethernet. Apple products, iPhones etc are better, as is a Chromebook.

We've had two Openreach engineers out, all they seem to do is test the quality of the light signal, say it's fine and leave. We've had two Tech team engineers who look at the inside house setup.....they said it HAS to be a problem outside the house. (One connected his laptop directly to the ONT, and couldn't connect) . I also paid for the tech company who did the original house tech install (Cat 6 cables to every room) to check the whole house, they said it was 100% fine.

It's totally driving us NUTS!!!

Any thoughts? PLEEASE!!! Thx, Alex

[JimM11]

@Flybus Can you supply some more info, which EE Router do you now have, do you have any Wi-Fi boosters or mesh network, What and how are devices connected, do you see anything with the Router led when issue occur's? Do you suspect that it is either Wireless issue/ Ethernet Issue/ or Internet Broadband. Which package are you on since you changed/ and you said were having problems before with BT. Try powering of the ONT modem for 30 mins to see if it helps. Post back when you get time.

[lone]

Hi @Flybus, as Jim mentioned some additional information on the hardware that EE have sent you would be required to diagnose this issue properly. 

Follow the above instructions that Jim mentioned and if you still continue to have issues in regards to connectivity and speeds, contact EE Broadband team on 0800 800 150.

[Flybus]

Thanks for your reply JimM11

Given that it’s been the same with BT and now with EE, with multiple routers, I struggle to believe it’s a router issue.  Additionally, devices connected directly to the router via Ethernet don’t work.

Whilst Microsoft products are worse, I was just on a WhatsApp call to my mum that disconnected, wireless had gone from my iPhone, then the TV stopped playing and said it wasn’t connected.

The lights on the hub and ONT don’t change.

We do have 2 EE Wi-Fi extenders, but during troubleshooting, I turn them off.

[JimM11]

@Flybus Have you tried leaving the ONT off for a little time? You would also be better to list your EE Router model, Both the EE Smart Wi-Fi model numbers, so we know that it is all compatible, The fact that the Laptop connection to the Wan port of the OR ONT did not work is a worry, would not expect an engineer to mess that up. The more precise detail you can supply is better for trying to help. Feel your pain when it's giving you issue's. 

[Flybus]

Thanks again @JimM11 . Whilst I appreciate specifics help in some circumstances, given I’ve had a BT Smarthub and two EE routers all doing the same thing, I’m really not sure it’s router related.  We’ve had a new ONT installed too. 

There’s an EE home tech chap coming this Friday, will be interesting to hear their view. I’ll keep you updated. 

Cheers

Alex

[JimM11]

@Flybus 👍 Good luck, hope you get to the bottom of it...