Router Connectivity Woes Strike Some of EE’s 1.6Gbps UK Broadband Users
Some customers of mobile and broadband ISP EE (BT), specifically those on their top 1.6Gbps speed full fibre (FTTP) package via Openreach’s UK network, appear to be experiencing some repeated connectivity problems with the provider’s latest Wi-Fi 7 capable Smart Hub Pro router (slower packages get the different Smart Hub Plus device).
At present EE’s premium 1.6Gbps broadband package doesn’t have a huge number of subscribers, but some of those who are taking the service have recently been complaining about sporadic but frequent connectivity drops. So far as we can tell, these appear to be related to how the Smart Hub Pro handles the provider’s Domain Name Servers (DNS).
As one of those impacted by the problem told ISPreview: “The short story is that it looks like EE have a firmware issue causing the hub to regularly drop out. From most users perspectives, they will see a DNS error occasionally when browsing, but in reality the hub throws a full wobbly every 30 mins or so (it is variable), causing latency or even packets to completely drop.”
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The issue also appears to have been covered in a lengthy thread on EE’s Community Forum, which notes that the problem goes away when customers use a different third-party router. According to feedback from EE’s support team, the provider did “put through some temporary changes to some devices” on Tuesday, which seemed to provide an initial improvement, although some of those affected report that the issue has since fully returned.
An EE spokesperson told ISPreview:
“We’re aware of a small number of customers who are reporting brief interruptions to their connectivity when using our latest Smart Hub Pro. Our engineers are working with those impacted and will promptly implement any fixes should they be required.”
Sadly, the Smart Hub Pro doesn’t allow customers to set third-party DNS servers as an alternative, but even if it did, then doing so might not resolve the problem. Customers report that there is no difference between using the router as the resolver or using a third-party (e.g. Google Public DNS, Cloudflare, OpenDNS and Quad9 etc.) and it makes no difference if they use ‘DNS over HTTPS’ or ‘DNS over TLS’ either. In addition, disabling IPv6 has no impact.
So far as we can tell, the issue appears as if it may have been introduced in a recent Firmware update, since it doesn’t occur on Smart Hub Pro’s that seem to be running an older software version and this changes as soon as the latest version is applied. Some tentative feedback from EE’s testing also indicates that the problem may be somehow linked to the device’s WiFi Optimisation feature, since the issue seems to go away when that is disabled from EE’s side.
In the meantime, the odd customer has informed us that, after ISPreview got involved, EE offered them a bill credit and the option to exit their current contract without penalty, if they so desired. Interestingly, some of EE’s staff still seem to describe their 1.6Gbps package as more of a “trial” product, which is not how it’s advertised (i.e. it could be a reference to the router or how their 1.6Gbps package is not underpinned by BT Wholesale).
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The hope is that a permeant solution to this bug will be found sooner, rather than later.
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.
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BTW is essentially proving all sorts
Oh dear, the mighty BT in guise of EE, with an inferior product offering again 🙂
In truth, nearly all ISP routers are rubbish, hence why don’t use them.
Customers cant even override the DNS? talk about locked down.
Only by setting the DNS settings manually on each individual device. I use Quad9 (9.9.9.9) and Cloudflare (1.1.1.1) on mine. It has to be said that BT have somewhat of a track record with dodgy firmware on their routers – early firmware on the first smart hub was dreadful.
Oddly, the latest as yet unreleased Smart Hub does allow manual DNS settings via the web interface. Maybe it will get locked down once it goes for public release
Does this occur on the older wifi 6 router ? Could customers downgrade the routers to that while still having 1.6gbps?
“how their 1.6Gbps package is not underpinned by BT Wholesale”
this keeps coming up but there’s no evidence that BT/EE are doing anything different with 1.6. The investment in infrastructure required to replace BTw’s role (the national MPLS IP network + thousands of BRASes) would be quite significant, as in, there would have been press releases from vendors and it would appear in annual reports.
As for the main point – I’m sure people will go on and on about how this is why you shouldn’t use an ISP device (I see someone already has), but all the brands people will preach have had more and arguably far more severe bugs than this.
BTW still doesn’t have a 1.6Gbps product for ISPs. I’m not quite sure exactly how EE are doing it, but we did confirm that they aren’t using the BTW product for 1.6Gbps.
It is separate from wholesale, hence why EE TV is unavailable to order on 1.6 packages and digital voice was only introduced recently. Its also the reason its only available to new customers. No journey for existing BT/EE customers to upgrade existing accounts to 1.6 speeds.
EE are directly ordering Openreach for the connection, as the backhaul then can be provided with BTW as the auth methods are the exact as the standard wholesale packages.
Please would you clarify drevilbob? You seem to be saying that EE are buying directly from Openreach and then terminating it on BTW hardware to use their backhaul which is pretty weird. No other reason why using the same authentication, etc, as BT Wholesale would be relevant.
I switched from EE 1.6Gps to Freeola so using Zen for 16.Gbps and had 0 issues – so they are not using Zen that’s for sure
If Mark Jackson can’t explain how EE are supplying their 1.6Gbps speed, then can we believe drivel bob? — no idea myself to be honest!
The EE CRM is currently sending orders to Openreach that’s the reason why the order journey breaks when you try to upgrade to EE’s 1.6Gb/s from a 900mbps or below plan on BT or EE as it can’t move the package from BT wholesale to EE’s management platform. it’s very much a spit and prayers solution currently.
The MSEs these customers are on literally have 21cn-infra.bt.net in their host names. Either they’re impersonating BTW’s network or they are paying Openreach for the tail, Wholesale to terminate.
However thinking about it it’s all one company. They can arrange assets as they see fit.
Some ISPs routers are fine, they do the job if that is all you need, I did find BT hubs bloated, while the plusnet versions of the same router used a different firmware and were better.
Routers like any other device that uses firmware/software have bugs, it is something over the years of more and more devices relying on software we have got used to, certainly those of us who used Windows for years 🙂
I updated my TP-link last week to the latest firmware, I could hardly see the UI, seems like there is a bug which affects it if the browser is in dark mode. So as a temp fix, browser needs to be put into light mode.
Not a big problem, just a bit annoying.
I remember the old Orange triangle router, that was fun, not.
For the most part, ISPs own routers will suit most people, the sort of people who just leave it alone for months or even years on end.
i believe i am also suffering from a DNS issue, however i am on bt smart hub 2 on their 500mb tier? perhaps this issue is not just affecting 1.6gbps on the latest router.
Same for me, although it’s only happened once. When I spoke to the BT support team, they mentioned they had seen the issue before and implied it was worse for EE customers. They restarted the router remotely and since then it’s been fine. Looks like there is something awry more generally with BT Group DNS but it’s hitting the new EE routers particulrly badly.
It used to be once between 12-1am – and then it was once an hour for some. For me it was 12-13 times an hour and I also tried another router – they let me go without penalty but their account still thinks I have it so I got Apple one for free with a new SIM deal – win!
I’m on the 900 download package with bt and still stuck with a superhub 2 that came out 8 hears ago and only has WiFi 5. Will bt ever replace this relic of a router for their other full fibre customers who can’t get the 1.6 gig option?
Bruce, I’m in exactly the same position, I was promised by BT that 1.6gb would be available at a later date, now the only option to get WiFi 7 and speed upgrade is to jump to EE. I don’t use BT Superhub as it’s WiFi is dismal, I have a Asus Gaming router and get WiFi6 on 2.4Ghz and 5Ghz max speed about 700mb of WiFi 5 and just over 300mb on WiFi 2.4
Was the asus router easy to setup?
Does it work, do you really need faster Wi-Fi? As long as it is still being updated, and you can get online, your phone and other Wi-Fi devices connect then what is the problem? Even if your phone is Wi-Fi 7, I doubt you would notice any difference by using a different router. My TP-link router is Wi-Fi 6 and unless it goes belly up I have no plans to replace it, no need to, granted the majority of my devices are connected to LAN, but the router works.
I’ve used all sorts of routers over the years, even business class ones.
An Asus router supported by MERLIN and running his firmware which is overseen by Asus, is heads above most other routers in the domestic/consumer class. Depending on the models, there is VLAN support and you can do your DNS over TLS to a DNSSec DNS server, enforce clients to use specific DNS, router clinets transparently through a VPN and loads more via Add-ins in SSH.
TP-Link vary as I find most of their stuff is permanent beta, even one of their business grade external WIFI Access Points was.
The most important thing is a manufacturer who does regular firmware updates for security vulnerabilities (rather than keeps quiet) and making sure you router is in supported lifecycle and not EOL.
Bruce, it was very easy to setup, almost plug n play, follow a easy setup process, select PPPoE and within 2 minutes I was setup.
Ad47, it was more for range and stability, but we did notice a massive jump in speed on WiFi too. The new updated WiFi 7 routers are supposed to have tweeted WiFi6 too making it slight more reliable, my property is classed as new build (2006), if I use BT router we have NO internet in any room other than the one the router is in, when I upgraded to my Asus we now get WiFi in every room I will admit I’m also in a flat so no stairs in the way
Simples . . as with most goods nowadays, raise a manufacturing request, send the specification to China, they design build and test (??), then just market to wide-eyed, open-mouthed dummy consumers in the West. That’s what you call a Davey Cameron trade deal . . .carp! Eton mess.
This is a software problem. The software wasn’t written in China.
I’ll have whatever you’re on.
I have this issue, seeing full dropouts on WiFi devices and my Samsung Q990D soundbar will no longer connect either. I’ve stuck a Flint 2 router on my connection and no more issues and my soundbar is happy again. Issue only started a month or so back. Prior to this I was impressed with the device.
I’m so glad I’m not a EE 1.6gb customer anymore. So far on my Zen 2.3gb service zero issues. I use Zens eero 7 max because it’s not there own design. But I bet they can do a better job than EE at supplying there own if they did. I pay £67 which is £2 less than EE and better service Happy Days .
WOw, I just looked at the price of the eero 7 max, holy cow, that is a lot of money for a router for home use.
Do you really need 2.3Gb or is it a look at what I got thing?
I chatted to someone a few weeks ago who is using something about the same speed as you, after I chatted to him, he realised he did not need that speed and could never get use out of it, even with his wife and kid using the net at the same time. Going down to 1Gb when his contract comes up, will save around £20 a month. May not seem much, but
Up to you at the end of the day, but sometimes it is a look what I have for a lot of people, and that includes mobile phones and cars. Sadly, companies play on these people
@Ad47uk: Your comments here would be fine for many, but criticism may be headed your way.
Seems more appropriate on Money Saving Expert than posted on a regular basis on broadband-dedicated sites mostly visited by enthusiasts but whatever. A years-old habit isn’t likely to break.
Original poster did say he for the eero 7 from Zen which is a £10/month add on.
ISP routers? Rubbish? You don’t say!
I wonder if it’s provisioned by enabling two 900 lines somehow and then bonded by the ONT if it isn’t BTWholesale? 900+900 =1,800. Maybe it’s just a stupidly dumb idea lol
E3vo, I’ve already explored this option, it would be two fiber lines into different ONT’s, then a Duel WAN router could then merge and share the payload between both 90b lines.
Just get zens 1.6gbps package which includes eero 7 max router cheaper and better than EE from my experience Even EEs UI is hassle to deal with hence my switch to zen
I am very surprised that anyone paying for the 1.6gbps package is also using the shonky 99p equipment the ISP provides
a tri band wifi 7 router with 2.5G LAN and WAN ports and capable of shuffling packets at line speed costs just a bit more than 99p unless you’ve managed to get a hell of a charity shop deal.
a reminder that all brands suffer problems, and often more significant in scale and scope than what appears to be an intermittent DNS issue.
Ironically you’re more likely to get “shonkiness” from certain brands that haven’t figured out how to hardware accelerate PPPoE yet.
@ivor That’s a lot of cope when the EE router, as with most ISP supplied kit, is hot garbage.
I had a similar sounding issue on my 1.6Gbps connection. EE support could see issues with connectivity but couldn’t figure out.
They sent an engineer out a couple days later and they confirmed the router is seemingly having issues and replaced the router. Problem went away.
It was frequent drop outs, every 30 or so mins but varies. It often reported errors poor no internet, DNS, and various others. It tended to last anywhere from a few seconds up to a minute.
No issues since the router was replaced.
I must be on the right stuff.