Question about Smart Hub / EE Functionality

[JeronimoDave31]

Hi folks

A question from someone who is totally devoid of any tech sense. 

In short, we have just had our full fiber optic installation and are coming across slow speeds still. We were advised that it could take up to 24 hours for the switch to take place but I think our EE router might be interfering with process; as when I go to disconnect it or turn it off the light for the main Smart Hub/Router goes orange instead of purple.

Some solutions I have tried include:

1) Factory resets for either router 

2) Making sure the EE router is unplugged and disconnected from the electrics

3) Make sure everything is plugged in properly and even a replug of the LAN cable plugged into the newly installed OpenReach panel. Nothing else has been touched.

My partner remembers that on our last call, a person explained that because of our low copper cable connection, that the EE router would synergise/operate beside the main router.

Is there any way the EE router can be 'unpaired' or something to that effect? Could we be missing something? 

Many thanks

[WSH]

Very unclear the setup you are running here.  What you’ve said seems to imply you have two connections.  Full fibre with BT and an old copper connection with EE.  I’m sure that’s not the case but you need to clarify how you are set up before anyone can answer your question.

One point though, DO NOT disconnect the fibre cable to the ONT (Optical Network Terminal) on the wall.  The mating faces on that fibre cable are very sensitive to dust and scratches.  Without the right cleaning kit when you reassemble it, that in itself could be what’s screwing up your speeds.

[licquorice]

Do you have a BT router (Smart hub)? If so why are you even using an EE hub as well.

The BT smart hub port 4 needs to connect to the Openreach ONT (optical modem).

[JeronimoDave31]

Hi WSH, Licquorice

Apologies if I have not been clearer, it's been a long and hectic day. 

So, originally before we had the full fiber optic installation, we were on a copper / cabinet system. I don't know any details beyond that, but our connection was sitting at 1mbps (and a bit under) which meant that we had to ask for an EE 4G router to supplement because of our poor broadband connection. I say smart hub, because that's what our router looks like on a quick google. I have checked both routers and ours is a Smart Hub 2 + Smart Hybrid Connect HC10A

As of being hooked up to the fiber optic, our router is directly connected to the Open reach socket by way of what looks like a LAN cable - that is the only cable I have touched and even then, just from the end of the router and not touching any hardware or wires on the socket area. Our HC10A also remains connected - but I am still getting slow speeds and I am concerned that the HC10A is interfering with our Smart Hub's ability to use the fiber optic line.

When I turn the HC10A off, the Smart Hub router goes from purple to orange and does not re-connect and I cannot figure any reason why it would do this. The engineer suggested that I could do either or in terms of using it.

Thank you kindly for your time and for your help. 

[gg30340]

You should only be fitting either the BT Hub or the EE Hub not both.

See links

BT Smart Hub 2 | BT Help

Set up Smart Hub 6 Plus on Full Fibre | Broadband Help | EE

[JeronimoDave31]

Hi GG, many thanks for the links! I've had a read through both and I can see connectivity guides for both but I am still stuck on the problem of why our Smart Hub 2 holds at orange despite disconnecting the EE hub.

Surely if we fit one, we should be able to do so without the other?

[gg30340]

Only use one. Disconnect the "old" router and fit only the new one.

[WSH]

As I said, you need to clarify exactly what you are trying to do.

[licquorice]

If the hub is orange, your service hasn't been activated.

[WSH]

OK, though occurs that you are running a full fibre connection to BT via a newly installed ONT and a BT Smart Hub 2 (SH2).  You are then trying to use an EE router attached to this to improve wireless speeds.

• Am I correct?
• Is it the wireless speed that is the problem or the incoming full fibre speed?  (If you are measuring the speed via Wi-Fi it will be a Wi-Fi speed not the fibre connection).