topic Re: EE Box Losing Wifi Connection in TV

EE Box Losing Wifi Connection

Satch72 — Sat, 04 Jul 2026 20:42:33 GMT

My EE box has started to lose its connection to my wifi router. Just now was the 3rd time in 24hrs. Unplugging and restarting the box did not cure it. Each time i have to got into the settings and reconnect the box to the wifi. This last time, it was laborious and didn't want to connect, i had to go back out, go back in and eventually connected. Just wondered if others had experienced the same

Re: EE Box Losing Wifi Connection

Debbie_G — Sun, 05 Jul 2026 10:43:24 GMT

Hi @Satch72.

Thanks for coming to the community.

Sorry to hear your EE TV Box has been dropping its Wi‑Fi connection. If it’s happening several times a day and you’re needing to reconnect each time, that’s definitely not expected behaviour.

If you’re connected over Wi‑Fi, could you try switching Wi‑Fi bands? For example, try 2.4GHz if you’re currently on 5GHz, or vice versa, to see if it’s more stable.

If it’s still dropping out after that, please get in touch with our customer support team, so they can take a closer look at what’s happening.

Debbie

Re: EE Box Losing Wifi Connection

CT71 — Tue, 07 Jul 2026 11:25:14 GMT

I've been getting this for over a month, daily, and nothing gets done about it. Complaints get closed without my permission. Different excuse every time I message them. They're not bothered and it's too expensive for me to come out of contract early

Re: EE Box Losing Wifi Connection

Leanne_T — Wed, 08 Jul 2026 14:26:10 GMT

Hi there @CT71

Which router are you using? How often does this happen?

What was the last update from our broadband tech guides?

Leanne.

Re: EE Box Losing Wifi Connection

CT71 — Wed, 08 Jul 2026 15:23:53 GMT

Smart Hub 6 plus. I get the same routine every time I contact. Restart hub and TV box, raise a complaint, it gets cancelled after 7 days

Re: EE Box Losing Wifi Connection

RH8EP — Wed, 08 Jul 2026 15:40:00 GMT

We've had the same problem but today an excellent customer service call handler talked me through setting up 'compatibility mode' on the router. We have old laptops (6-7 years old) and these don't work as well with the new routers. It was a revelation. The devices (once signed in to compatibility mode) can chose between the normal or compatibility modes depending on what seems the best signal. Ella in Cardiff was excellent.

Re: EE Box Losing Wifi Connection

DarrenDev — Thu, 09 Jul 2026 08:45:30 GMT

Apologies @CT71 - I should have added a comment here to say that I'd already asked a colleague on Tuesday to check your specific issue.

It's not possible to change the wifi bands used by the TV Box, so there's nothing you can personally do about this other than ensure that your TV Box is within wifi signal range - I can see that your signal is excellent, so that's not the cause.

I'll update here when I know more.

Re: EE Box Losing Wifi Connection

Satch72 — Sat, 11 Jul 2026 18:31:32 GMT

Thanks, Debbie. It's still dropping out.

When i go to the wifi settings page and reset the connection, it stays on "checking..." for 5 minutes before it actually reconnects. I'll get with customer support on the phone. Thank you 🙂

Re: EE Box Losing Wifi Connection

DarrenDev — Sat, 11 Jul 2026 18:36:08 GMT

Sorry @Satch72 - I hadn't noticed that there were 2 separate reports on this thread. I'd only checked @CT71

Can I request you not call the helpdesk just yet - they almost certainly won't be able to help, given your description of the issue.

Let me check with the specialists on Monday to see if it's a known issue first.

Re: EE Box Losing Wifi Connection

CT71 — Sat, 11 Jul 2026 22:29:44 GMT

It's in the same room as the router and within line of sight so WiFi signal is not the issue.

Re: EE Box Losing Wifi Connection

Satch72 — Sun, 12 Jul 2026 19:39:13 GMT

Thanks, Darren. I'll hold off from calling.

It happened just now and as it happened, my wife noticed her mobile phone lost wifi at the same time, but hers instantly reconnected. I had to go through the same song and dance with the tv box and it took a good 5 minutes to reconnect with the smart hub. I also noticed my PS5 lost connection with the smart hub the other day (first time ive seen that since having full fibre) but i didn't connect the dots til now. I'm starting to think it might be the smart hub. I am gonna try a restart of the hub also and monitor it from then on.

Re: EE Box Losing Wifi Connection

CT71 — Mon, 13 Jul 2026 10:50:51 GMT

Yes me and many others. There's obviously been a firmware update causing this but it's not being resolved. Got told by one call handler my PS5 was causing it 😂😂

Re: EE Box Losing Wifi Connection

CT71 — Sat, 18 Jul 2026 17:10:23 GMT

Still no update on this? There's people in here with the problem, people on a EE FB group with it, and people in my local village FB group with it. All happening within the last 2 months.

Something has gone wrong with a firmware release yet not being sorted

Re: EE Box Losing Wifi Connection

DarrenDev — Sun, 19 Jul 2026 14:45:45 GMT

Additional logging was enabled on your hubs earlier this week - I'll chase for an update tomorrow to see if that has provided the answer we need.

Re: EE Box Losing Wifi Connection

AlanJ5 — Sun, 19 Jul 2026 15:17:53 GMT

I can confirm I’m having the same issue. Smart 6 plus. Started around 2 months ago. TV/EE Pro box/ mobile and everything else suddenly loses wifi connection. Broadband is still working, it’s just wifi. I have to restart the router each time. Becoming very frustrating. Look forward to this being resolved asap as making watching TV via EE almost impossible.

Re: EE Box Losing Wifi Connection

Number57 — Mon, 20 Jul 2026 20:21:04 GMT

I am getting a similar issue everyday my EE tv pro box disconnects from WiFi despite other devices remaining connected.

Re: EE Box Losing Wifi Connection

DarrenDev — Wed, 22 Jul 2026 10:40:06 GMT

It has been confirmed that a bug has been found in a recent firmware release, and a fix is being tested. It will be delivered as soon as possible.

Sorry for the inconvenience.

Re: EE Box Losing Wifi Connection

andyh611 — Thu, 23 Jul 2026 14:02:20 GMT

Hi DarrenDev,

Thanks for the update.

Like so many others here (and on other threads), I've been having the same problems since the last firmware update, a couple of months ago (everything was fine before that).

Smart Hub: 6 Plus (SH31B). Software: R4.26.3

Last week, for a few days, I thought the issue had been resolved, no dropouts. But yesterday it all came back with a vengeance, worse than ever!

My laptop dropped out at least a dozen times throughout the day.

Last night, my Now TV lost connection 4 or 5 time, mid-movie! Annoying, and very inconvenient. I have to manually reconnect, and that takes several minutes, and several attempts at re-scanning before my router is found, I then have to go through the whole re-connection process each time.

This morning, my laptop has lost connection at least 10 times within the past few hours. Sometimes reconnecting within a few seconds, usually takes a few minutes.

Throughout all this, the light on the front of my router remains a steady Aqua colour.

My laptop is only about 3 meters away from the router, my Now TV about half that.

I've tried all the suggestions, several times: switching off/unplugging for 30 seconds, switching off/unplugging for 5 minutes, factory resets, changing to 2.4GHz, changing to Comp setting, etc etc ... nothing seems to make any difference.

I think we all know by now that there was a bug in the recent firmware release, and that fixes are being tested ... but when might we reasonably expect to get back to the full uninterrupted service we're all paying for, and is there anything else we can do in the meantime?

Thanks.

Re: EE Box Losing Wifi Connection

DarrenDev — Thu, 23 Jul 2026 15:00:04 GMT

@andyh611 your issue is different. Your broadband is dropping each time - I can see logs for your line going back until April, and it has been unstable on and off since then. It does seem to have gotten worse around July 4th, but that's not connected to the software update weeks earlier.

Re: EE Box Losing Wifi Connection

andyh611 — Thu, 23 Jul 2026 15:37:50 GMT

DarrenDev. Thanks for checking.

So what is it connected to, and what can I do about it?

I've been with EE for a long time, I've never had problems like this until recently, and it's getting worse, what's changed?