Smart 5G Hub - No Upload Speed & Constant Connection Drop Off

[49BW]

Hi all,

I’ve been with EE for some time now and while the service has occasionally been patchy for a day or two, over the past month it has become close to unusable. We are using the Smart 5G Hub, while download speeds are generally strong (between 30–100 Mbps), upload speeds are consistently slow, typically between 0.01–0.1 Mbps.

We’ve tested the router in various locations around the house, turned off 5GHz, disabled 5G (running solely on 4G), various combinations of all of these, and haven’t seen any improvement. At this point, the connection is so unreliable for every 30 minutes of use, we’re experiencing around 15 minutes where websites and video calls simply won’t load.

I’ve attached a few screenshots which I hope are helpful. Any thoughts, suggestions, or fixes would be greatly appreciated.

[49BW]

This morning, 21st May @ 08:00-8:27. To pre-empt some potential responses: I’ve already checked, and there are no reported service disruptions in the area. The issue occurs sporadically throughout the day without any consistent pattern or specific time when the connection is noticeably worse.

[Lesley_W]

Hi @49BW 

Thanks for coming to our community.

It sounds like the upload speed has been a problem since joining, is that correct?

Have you ever spoken to our technical team about this as there are some troubleshooting they can run?

Lesley

[49BW]

Hi @Lesley_W ,

Upload speeds have typically been slow but tolerable at around 1–5 Mbps. However, over the past month, they’ve dropped off noticeably, and the frequent, random loss of connection has become increasingly frustrating.

The issue we've historically had with the troubleshooting team is the time it takes to get through to them on the phone line.

Thanks in advance

[Lesley_W]

Thanks for confirming that @49BW 

Is this the only device you have with us or do you notice the same with others?

Lesley

[49BW]

Thanks for the response Lesley, we just have the 5G Hub with EE.

[Lesley_W]

Have you got another device to try the SIM in just to see if the speeds are the same @49BW ?

Lesley

[49BW]

Thanks for the response, I've tested the sim card in an iPhone 13, in the same place in the house where the router is (I've moved the router around on numerous occasions & the screenshots in the first post are from it in its optimal position).

 

[Lesley_W]

Thanks for trying that @49BW 

It sounds like you have tried everything we can, at this point, we'd need to get our team to have a look at your specific account. There can be busier times than others when you call, but they are open 8am to 9pm weekdays and 8am to 8pm on weekends so hopefully there will be a time you can be free to go through it with them.

Lesley

[Royalwithcheese]

Same here exactly same issues ..bad dropouts  constant for past fortnight ,system logs show no errors ,website router admin shows nothing of use to debug this.. and EE status of my area at least says all is fine .. so basically have no idea ...from them or our own devices..