Sky glass & Ethernet

[russell19734]

Good evening, here to get some help hopefully - had sky glass since launch with very few issues but having changed broadband provider (all worked well for over a year) suddenly the tv loses connection over WiFi, so was advised by Sky & EE to get a Ethernet cable as this would stabilise any issues so I did and turned off WiFi in the settings and changed enhanced experience to ON but it still won't connect & Sky are adamant it's not the TV & EE say it's not the broadband and they have done extensive work on this so I'm at a loss & hoping some of you guys can shed light on this issue and maybe point me in a direction that might solve this issue.

Many Thanks 

[mikealanr]

Hi @russell19734 

There is an issue with the EE Smart Hub Plus routers. I have been with EE and their 1.6Gb service with no issues until June. A software update rolled out and then my 2 glass units and pucks would tell me no WiFi or cut out mid use. I did also see the issue on a few other devices such as Amazon Alexa and Android phones but not to the extent I saw with the Sky devices.

After going around in a loop for months a made a complaint to a high level team with EE (via CEO mail) and was sent a Hub Pro and have had zero issues since. There are also several posts on EE community and the issue is caused by the EE router struggling to resolve DNS for short bursts of time.

I was seeing the issue on a mix of ethernet and wireless pucks and glass TVs.

MikeAlanR

[russell19734]

Many thanks for your response, I had a new router sent out last week as I was informed by EE that my router had red flags against it and that this would hopefully solve any issues but unfortunately not so not really sure on where to turn next as my son has a small sky glass in his room and has no issues even though he uses a booster 

[mikealanr]

Hi @russell19734 

But if they send you the same model you will still have the issue. They replaced my Hub Plus twice with the same model. It then downloaded A faulty firmware update and issues started immediately. They also put trial software on just as my complaint was picked up and that massively improved things.

I was stuck in a loop with their CS teams sent engineers and all sorts, it wasn't until the high level complaints team stepped in, sent the pro (WiFi 7) kit and literally issues resolved as soon as I plugged it in! 

Although there is an bug with WiFi 7 / pro hub and android WiFi calling meaning it trys to switch bands when on a calling causing jitter due to issues with band steering. I've had to set up a compatible network (WiFi 6) and a macro with macrodriod to switch networks when taking or placing a call. 

Don't know what is happening with EE but their kit was sold for years, but been issue after issue this year with changes made to the device firmware.

MikeAlanR