EE Broadband Users Hit by Router Connectivity Issues on 1.6Gbps Packages

Some EE customers on the provider’s top-tier 1.6Gbps full fibre broadband packages are reporting sporadic but frequent connectivity drops, apparently related to the latest Wi-Fi 7 capable Smart Hub Pro router.

Firmware Bug Suspected

While EE’s 1.6Gbps service doesn’t have a huge subscriber base yet, those affected say the problems manifest as occasional DNS errors while browsing. However, the router seems to be experiencing more significant issues every 30 minutes or so, causing latency spikes or complete packet loss.

“The hub throws a full wobbly every 30 mins or so, causing latency or even packets to completely drop,” said one impacted customer who wished to remain anonymous.

Temporary Fixes Fall Short

EE’s support team implemented some temporary changes to affected devices earlier this week, which initially seemed to help. However, many users report that the connectivity drops have since returned in full force.

Strangely, the Smart Hub Pro doesn’t allow customers to set third-party DNS servers as a workaround. Even when using options like Google Public DNS or Cloudflare, the problem persists. Disabling IPv6 also has no effect.

Older Firmware Unaffected

The bug appears to have been introduced in a recent firmware update. Smart Hub Pro routers still running older software versions are not experiencing the dropouts, but the issue resurfaces as soon as the latest firmware is applied.

Some internal testing by EE points to the router’s WiFi Optimization feature as a potential culprit. Disabling this functionality from EE’s side seems to eliminate the problem, at least temporarily.

EE Offering Bill Credits, Contract Exits

With a permanent fix still pending, EE has begun offering bill credits to frustrated subscribers. The company is also allowing affected customers to exit their contracts early without penalty, if desired.

Curiously, some EE staff are still referring to the 1.6Gbps package as more of a “trial” product – a characterization that doesn’t align with how the service is marketed to consumers. This may hint that the top-tier offering is not yet fully supported by BT’s wholesale infrastructure.

Resolution Urgently Needed

For now, impacted users are eagerly awaiting a firmware patch that squashes the connectivity bug once and for all. With EE’s flagship 1.6Gbps service positioned as a premium option for power users, a speedy and effective resolution is crucial to maintain customer confidence.

EE has acknowledged the problems and says its engineers are actively working with affected subscribers to implement fixes as quickly as possible. The company aims to have the router issues fully resolved in the coming days.