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.

[Peter_W]

Good afternoon @Chrisdoe.

Since you started noticing these issues, have you had a chance to check our network status checker?

This allows you to see if we're aware of any ongoing faults nearby, and you can report issues and register for updates here too. 
Peter

[Chrisdoe]

Hey,  yes here's what I'm getting⬇️ and when I go to report it, I'm always led to the other screenshot. 

[Peter_W]

Thanks for giving that a check @Chrisdoe.

Have you tried giving this a go through a different browser to see if it presents the same error?
Peter

[Chrisdoe]

Same thing on Edge, Chrome and Safari unfortunately 

[Peter_W]

I've just given this a test myself, and when selecting to report the issue it's prompting me to log in and then gives further details on service status. 

Are you getting the same?

If you continue to see errors, I'd recommend reaching out to our technical team, and they'll be able to look into both how your account is set up at our end, and also check out the issues with your connection too.

Peter

[Chrstphr]

 I changed my profile to IPv4 only on 27/5.  It dropped once more on that day but since then, streaming video has been 100% reliable, although OOKLA still reports average latency (ping) over 500ms on downloads, when nothing else is using my WiFi. (screenshot below)  An OOKLA test on my Samsung S24 at the same address, connecting to the same 5G transmitter reports average download ping of 73ms.

Does anyone know whether buffering on my hardware could be masking a continuing network problem?  

[Lapwing1]

Have you tried running a ping test (I use a Mac so that’s in Terminal)?  I ask because when I’m running a ping test and at the same time run Ookla’s Speedtest, when it’s the Upload Ookla test the ping latency jumps to 1,000+ and then it immediately drops down again.  I have no idea why that happens but it does.  The latency jumps a little during the Download speed test but only momentarily (& not anywhere near as high as during the Upload speedtest). 

[Chrstphr]

Thanks @Lapwing1  As you say, the detailed view in the Ookla app consistently misreports the maximum latency.  Other ping tools on Android and Win11 report a maximum of <> 60ms.

[49BW]

An update here:

Since switching to IPv4-only, we've experienced significantly fewer drops in connection. Unfortunately, however, the connection in general has become a lot slower on download and remains abysmal on upload. 

Examples below:

  

[49BW]

Still ongoing issues with next to no upload speeds making video calls exceptionally laggy. Exactly what you'd expect when you pay c.£48 a month (sigh).