topic Re: New EE hub has so many problems in Broadband & Landline

New EE hub has so many problems

CWDW — Fri, 06 Sep 2024 17:56:36 GMT

Since updating my old BT hub to a new EE hub we have had nothing but issues. Television freezes with bright flash of light on screen. The new digital phones I got from BT do not seem compatible that I have had to ask they stop my phone service.
they told me the problems outside but then they said no yjsys not the problem and say we have to have a factory reset on our hub. I wasn’t happy with this as I spent a long time connecting my appliances.
I’m totally fed up and unless they change their useless hubs I will be going elsewhere for Internet and phone.
they also take over 30 minutes just to answer the phone and the calls are total waste of time the staff don’t seem trained to fix issues they just guess. It’s of money each month for a poor service.

Re: New EE hub has so many problems

Chris_B — Fri, 06 Sep 2024 18:38:34 GMT

@CWDW providing you’ve not changed the router password or WiFi name all your devices will reconnect even if you factory reset it. Even if you have you can still change it back to the new information and all your devices will reconnect. The devices store the login information so they can connect to the router , your not changing the information they hold to connect to the router.

Re: New EE hub has so many problems

marge2 — Tue, 15 Oct 2024 17:56:05 GMT

I’ve recently renewed my ee broadband contract and received a new super hub I now can’t connect my now tv box as the Wi-Fi for the new hub is not showing. Everyone else on my streets WiFi is tho and my daughter has Alexa and although it’s connected. She can’t get her light to switch on or off so it’s obviously. Not finding them

Re: New EE hub has so many problems

Linzi_H — Wed, 16 Oct 2024 09:02:03 GMT

Hi @marge2

Thanks for coming to the community.

I know it can be frustrating when things aren't connecting as expected.

Any new router will need time to sync, and if things don't progress, I would suggest resetting the router as the next step.

Let me know how it goes.

Linzi

Re: New EE hub has so many problems

marge2 — Wed, 16 Oct 2024 11:20:27 GMT

Hi. Is been active since the 27 sept everything else reconnected straight away apart from daughters smart light bulb and the now tv box It is finding Wi-Fi for my neighbours but not mine

Re: New EE hub has so many problems

Mustrum — Wed, 16 Oct 2024 12:09:39 GMT

@marge2 there are a few things you can do to help older devices to the new router. Which model router do you have though?

Did you use the Transfer settings in the App when you got the router? This takes the settings from your old router and applies them to the new one. Just remember to take a note from the card on the old router for when you add new devices in the future.

Assuming it is the Smart Hub plus, switch WiFi 6 off/ WiFi 5 on is one thing in the compatibility section.

Use WPS where you can if your devices have it.

Switching the 5Ghz band off whilst you connect these devices can also help.

And changing the WiFi security back from WPA3 to WPA2 is another step to try.

And has your daughter connected her lights to the new router, Alexa won't be able to switch then on/off if they are still set to the old router.

HTH but do ask if you have any questions.

Re: New EE hub has so many problems

ckavanaghhall — Mon, 11 Nov 2024 22:48:11 GMT

Agreed. Mine is appalling service and keep having to do a reset pretty much everyday as it doesn’t connect to anything. I had an engineer out and he said there has been so many problems with the new routers, loads of people complaining. It’s the worse router I’ve ever had!

Re: New EE hub has so many problems

XRaySpeX — Mon, 11 Nov 2024 23:06:30 GMT

@ckavanaghhall : Which EE BB plan are you on including its speed? What EE router do you have?

Re: New EE hub has so many problems

PACW — Sun, 02 Mar 2025 08:50:55 GMT

I have had new hub for 10 days now, It is nothing but trouble. Had engineer last week and he will be back again this week. After 14 years of BT hubs with no problems it is beyond annoying. WIFI keeps fading out, going off line and back every couple of minutes, and don't ask me to reboot, that takes at least 10 minutes.

Re: New EE hub has so many problems

Mustrum — Sun, 02 Mar 2025 09:53:01 GMT

@PACW What EE broadband service and which router do you have, and do you have extenders?

Have you considered just reusing your BT Router?

Re: New EE hub has so many problems

PACW — Sun, 02 Mar 2025 18:32:18 GMT

Mustrum Had to send all BT Hubs etc back or would be charged.

Re: New EE hub has so many problems

JimM11 — Sun, 02 Mar 2025 19:50:31 GMT

@PACW what do you have now from EE that has replaced the BT router and any smart wireless devices, and as @Mustrum asked what service do you have if you know, as you say the system is drifting in/out, do you see anything with the led on the router colour wise. link below to router types,

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Re: New EE hub has so many problems

JimM11 — Sun, 02 Mar 2025 20:17:40 GMT

@PACW The boot sequence of power off on the router to power on and operational is normally a 5 minute time, and ready to go from that period on, would be worth checking that is so as it is a good guide to the start up time.

Re: New EE hub has so many problems

PACW — Sun, 02 Mar 2025 20:50:18 GMT

Router stays green, Engineer changed line, it seems I have a crossed line.
It starts about 7.15 in morning and is constantly dropping WIFI through the
day, not so bad at night. He is coming back again this week to look at it
again. Sadly I had to send BT router etc back to them.

Re: New EE hub has so many problems

Mustrum — Sun, 02 Mar 2025 21:12:06 GMT

@PACW So are you saying you have a line problem, and not actually an issue with the router as such?

Re: New EE hub has so many problems

JimM11 — Sun, 02 Mar 2025 21:19:39 GMT

@PACW Will leave this with you and the engineer visit to try and sort the fault out, the EE Router range will not operate as good as the older BT router, and WILL find a bad line a lot easier although you may consider this to be the opposite condition.

Below what the lights mean for the VARIOUS types off EE Supplied routers.

What the Lights on Your EE Smart Hub Mean | Broadband Help | EE

Re: New EE hub has so many problems

Woyteck — Sat, 18 Oct 2025 16:54:12 GMT

My TV keeps disconnecting from the EE HUB. I need to restart the HUB to get the TV connected again. The software quality of the EE Hub is APPALLING!!

Also no way of submitting such issues anywhere. Only here, but this is "community" so a group of users. How can users help with a software issue?

EE could do a way better job if they put their software onto GitHub and allowed people to have a look and suggest fixes to the versions. That would be a REAL community.

Re: New EE hub has so many problems

XRaySpeX — Sat, 18 Oct 2025 17:08:47 GMT

@Woyteck : Try setting up Compatible WiFi on the router under Advanced > Wireless Settings & connect your device to that.

Re: New EE hub has so many problems

Woyteck — Sat, 18 Oct 2025 17:13:45 GMT

I have done that before. Not helpful at all.

Interestignly my EE hub router says that my LG TV is connected to it, yet TV says that there is no internet connectivity through this network. I power cycle the TV, and it connects to EE wifi, but cannot connect to the internet. THe only way for it to connect to the internet is powercycle the EE hub!

I don't want to use any expeltives here, but it feels that somehow EE managed to pull 90s style quality of software in it's devices. BUGS!!!!

Re: New EE hub has so many problems

JimM11 — Sat, 18 Oct 2025 18:07:09 GMT

@Woyteck If you can connect the LG TV to the EE Router by Ethernet!