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5G Smart Hub - connection keeps dropping, ping shows 3.9% packet loss

Lapwing1
Valued Contributor
Valued Contributor

We've had 5G broadband from EE for about 9 months now.  I don't know if EE did a software update (the system log on the Hub is useless, only noting when you've logged in) but our connection has in the past few days gone from being rock solid to totally unreliable.

It is dropping out dozens of times an hour. I ran an overnight ping which showed a 3.3% packet loss and that has increased to 3.9%.This is through a direct ethernet connection to the Smart Hub.  

Streaming any service is currently impossible.

There have been no changes to our home set-up. Our speeds have been a healthy and reliable circa 400/50down/up until now.

I note IPv6 can be an issue with users advised by WE to switch to IPv4 - I went into our profile - the default connection is IPv4v6.  Which I assume is IPv4. 

This is clearly an EE issue judging by other posts - and one that arises periodically. The broadband is not cheap and it's currently unusable - EE please do something and sort out whatever you've done to cause this. No issues with our phones' 5G connections & speeds. It's the Smart Hub connection that is failing. 

5 REPLIES 5
XRaySpeX
EE Community Star
EE Community Star

IPv4v6 is not the same as IPv4. It's a hybrid mode to use IPv6 mainly unless it needs to fall back to IPv4. There has been some issues with that. I should try resetting your Profile to IPv4 only.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
Lapwing1
Valued Contributor
Valued Contributor

Thanks for that clarification. I have now reset the profile to IPv4 only.

Will report back if problems continues.

 

XRaySpeX
EE Community Star
EE Community Star

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
Lapwing1
Valued Contributor
Valued Contributor

An update - amending the user profile to IPv4 only seems to have resolved the issue. 
A couple of observations.  First is that the top download & upload speeds appear to have improved by about 25%. Download speed is now >600 and upload >70.  
Second, packet loss has improved, now just under 2% - which still seems high but it doesn’t appear to be causing drop-outs.

Thank you to forum member XRaySpeX for their prompt response yesterday. I have no idea why this issue suddenly started and am thankful that this forum provided a solution and that I didn’t have to go through the palava of contacting customer help! 

XRaySpeX
EE Community Star
EE Community Star

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP