topic Re: EE Smart Hub Plus / Hive Hub Problem in Broadband & Landline

EE Smart Hub Plus / Hive Hub Problem

SK_Krumm — Mon, 01 Apr 2024 12:09:11 GMT

Dear all,

after upgrading from BT Smart Hub 2 to the EE Smart Hub Plus I am encountering the following problem when plugging in my Hive Hub: the Hive Hub connects for a minute and the Hive App shows that the Hub, Thermostat and Receiver are connected. However, then the EE Smart Hub is turning to green light and rebooting. After being connected and showing the aqua light, the EE Smart Hub is rebooting again starting an infinite process of rebooting, one minute connected, rebooting...

I have tried all sorts of settings: switched to 2.4Ghz, to Wifi 5, to Wifi 6 compatibility, but the problem re-occurs, i.e. the EE Smart Hub rebooting. Other devices such as the Neo Heatmiser Hub are working without any problems.

Any ideas? Anyone with similar problems?

My Hive Hub version is: Nano 2 Hub V2.

I am thinking about replacing to the latest version of the Hive Hub which I understand is V 2.5. Can't find what the technical differences are.

Re: EE Smart Hub Plus / Hive Hub Problem

Mano — Wed, 10 Apr 2024 14:05:41 GMT

Just had Hive installed today and I have the latest EE Smart Hub router and I just cannot get the Hub connected either.

Did you have any success resolving the issue?

Re: EE Smart Hub Plus / Hive Hub Problem

ScanP — Sun, 01 Sep 2024 11:02:58 GMT

Like you, I upgrades from BT Smart Hub 2 to FTTP with a EE Smart Hub Plus and am finding that I am occasionally losing connectivity between my Hive Hub and the Hive Receiver next to the boiler. The connection is immediately restored if I remove and replace the Ethernet lead from the hive hub to the EE router Ethernet port. I am also experiencing problems with my Sky Q 1Tb Box since the transition to EE.

Re: EE Smart Hub Plus / Hive Hub Problem

JimM11 — Sun, 01 Sep 2024 12:30:16 GMT

@ScanP Are they both Ethernet connected to the EE Router? Also how intermittent time wise, hours days or weeks between each?

https://community.hivehome.com/s/article/What-to-do-if-your-Hive-Hub-is-offline

Re: EE Smart Hub Plus / Hive Hub Problem

ScanP — Sun, 01 Sep 2024 13:28:22 GMT

Yes.

Re: EE Smart Hub Plus / Hive Hub Problem

ScanP — Sun, 01 Sep 2024 13:31:07 GMT

Sky Q box - days. Hive Hub - weeks

Re: EE Smart Hub Plus / Hive Hub Problem

JimM11 — Sun, 01 Sep 2024 13:51:01 GMT

@ScanP Have a look on sky for the following (sky q network storm) to see if you can find any resolve, not sure if it was a FW fix or setting fix. When you have the Hive issue, what is the LED status on the Hive hub? Also Q may be causing all your problems.

Re: EE Smart Hub Plus / Hive Hub Problem

ScanP — Sun, 01 Sep 2024 15:36:17 GMT

The hive receiver next to the boiler changes from green to amber, the sky hub changes from green to ( I think) red, the hive mini thermostat is not connected and the hive app reports a loss of communication.

Re: EE Smart Hub Plus / Hive Hub Problem

JimM11 — Sun, 01 Sep 2024 16:05:52 GMT

@ScanP Really awkward one to fault find as suspect that the Sky Q may be culprit of all your network issues, and your hive may suffer because of it, but not saying that this is the cause, would look on Sky forum for advice regarding Q issue to see if it can be cleared up first.

Re: EE Smart Hub Plus / Hive Hub Problem

ScanP — Sun, 01 Sep 2024 16:46:32 GMT

Thank you for your attention. The Hive hub and Sky Q box lived in harmony and without any problems prior to upgrading to FTTP which involved replacing the BT Smart Hub 2 with the EE Smart Hub Plus. On a Sky Community forum there are other people who have encountered frozen screen/locked box problems after switching to the EE Smart Hub Plus.

Re: EE Smart Hub Plus / Hive Hub Problem

JimM11 — Sun, 01 Sep 2024 16:51:08 GMT

@ScanP If you still have the BT router, put it back, works ok on the EE Service.

Re: EE Smart Hub Plus / Hive Hub Problem

ScanP — Sun, 01 Sep 2024 17:01:30 GMT

Unfortunately I had to return it to BT - but thank you so much for trying to help 🙂

Re: EE Smart Hub Plus / Hive Hub Problem

rbrook71 — Sun, 03 Aug 2025 11:14:15 GMT

Did you resolve this as I got the new re hub on Friday and it will not work with hive hub connected in to router with Ethernet cable ?

as soon as I remove the hive cable the WiFi works again

Re: EE Smart Hub Plus / Hive Hub Problem

JimM11 — Sun, 03 Aug 2025 11:55:24 GMT

@rbrook71 What did you get new from EE with the change off equipment and/or service, the hive hub Ethernet connected should not kill the wireless wi-fi signal or the Broadband connection if that is what you are meaning! If it was and is working on the old unit can it still be used or has something else required you to replace the Router!

Re: EE Smart Hub Plus / Hive Hub Problem

rbrook71 — Sun, 03 Aug 2025 19:09:56 GMT

JimM11 I moved from virgin to er on Friday ( we/bt )

the new er hub works via by line ok

when I plug the hive Ethernet cable in from the hive box it stops the re WiFi working ?

unplug the Ethernet cable it resets and works ?
I’ve reset both the we hub and the hive several times / re checked the connections etc

the same hive box and cables worked fine in the virgin hub on Friday ??