topic Re: All Devices Disconnect From Wifi in Broadband & Landline

All Devices Disconnect From Wifi

Kembo — Wed, 05 Mar 2025 22:52:33 GMT

Ever since transferring from BT 500 full fibre which was very stable to EE broadband 7 we have had no end of problems with devices e.g. TV, phones, tablets, Alexa, dropping off WiFi irrespective of proximity to router. Restarting the Smart Pro hub appears to resolve the issue short term.

EE support is pathetic, they just say "everything looks fine at our end".

If anyone has advice how I can resolve this issue please share as we're at out wits end !

Many thanks

Re: All Devices Disconnect From Wifi

JimM11 — Thu, 06 Mar 2025 08:55:42 GMT

@Kembo If you are finding that ALL your devices are disconnecting from the EE Pro router, then you may have to look at setting up the Compatible Wi-Fi side of operation, after that it's devices or the router. If you need advice regarding it then best have look on web interface first http://192.168.1.254 will get you on the router.

Re: All Devices Disconnect From Wifi

Kembo — Thu, 06 Mar 2025 11:35:21 GMT

Hi Jim, thank you for your reply, I setup the compatible WiFi for a couple of the older iPads and they still disconnect. Interestingly, when I try to open the link you kindly sent it errors with 'unable to retrieve information'. I will try EE technical support again.

Will let you know the outcome.

Again, thanks for your advice. Ian

Re: All Devices Disconnect From Wifi

Peter_W — Thu, 06 Mar 2025 13:43:00 GMT

Hi @Kembo.

Welcome to the EE Community, and thanks for giving that a try like @JimM11 recommended too.

It definitely doesn't seem right if you can't access the Hub Manager full stop; have you tried a full factory reset on this rather than just restarting it?

Please keep us posted on how you get on with our team, too.

Peter

Re: All Devices Disconnect From Wifi

Kembo — Mon, 10 Mar 2025 15:45:11 GMT

Hi all, so an engineer visited today and advised that EE are fully aware of a general issue with the WiFi 7 router disconnecting devices. He presented 2 choices, either accept the random device disconnection but retain the WiFi 7 performance and hope a fix will be identified/deployed or revert to BT home hub which will give stability but not the upgraded performance level

Either way, it is a very unsatisfactory position that I'm in, especially having incurred additional cost to upgrade.

It will be a family consensus decision but I do know that this is the last contract I have with EE.

Re: All Devices Disconnect From Wifi

JimM11 — Mon, 10 Mar 2025 16:24:16 GMT

@Kembo The relevant question has to be asked, what package are you on, if as your posting at the start FF500 then you gain nothing by having a wi-fi 7 router speed wise, so temporarily going back the BT Smarthub2 is a very smart idea.

Re: All Devices Disconnect From Wifi

Kembo — Mon, 10 Mar 2025 19:13:53 GMT

Thanks Jim, I think we're leaning towards reverting to FF500 and will hardwire the TV to hopefully reduce/eliminate streaming issues. I will insist on having BT extenders (X2) instead of the 3rd party devices I had which may also help and there should be a price reduction. Will be a very interesting phone call.

Re: All Devices Disconnect From Wifi

XRaySpeX — Mon, 10 Mar 2025 19:39:37 GMT

Which BT extenders (X2)? Only the white Whole Home WiFi work with the EE SH Pro.

Re: All Devices Disconnect From Wifi

Kembo — Mon, 10 Mar 2025 20:56:40 GMT

Hi XRay, I currently have Smart Hub Pro and 2x Smart WiFi devices to transmit throughout the house. If I revert to BT500 I will replace with BT Hub2 (assumed) and request 2x BT Complete WiFi extenders. I had used TP-Link extenders which did the job.

Cheers

Ian

Re: All Devices Disconnect From Wifi

JimM11 — Mon, 10 Mar 2025 21:33:40 GMT

@Kembo I am getting some what confused by some off the reply's. What actual package do you have, that is the pipe speed to the internet so determines what/best router for you to use, The extender's what is wrong with just putting the BT Smarthub2 and the Tp-Link back on the system again, have you got rid or do you still have?

Re: All Devices Disconnect From Wifi

Kembo — Mon, 10 Mar 2025 21:52:02 GMT

Totally understand Jim. I have Full Fibre 500 with EE Smart Hub Pro (WiFi 7) and 2x EE Smart WiFi extenders.

The advice I received today from the engineer was to replace the Smart Hub Pro with BT router and both EE Smart extenders with the BT Complete WiFi discs. He thinks not using 3rd party extenders may result in better performance e.g. less buffering, than we were experiencing pre-Wifi 7.

He also confirmed that there is no performance issue anywhere in my property, the router is correctly configured and that the disconnections are not initiated by the devices.

I am considering trying a replacement Smart Hub Pro and if disconnections continue then revert to BT hardware.

Btw Jim I appreciate your interest and comments, thank you.

Re: All Devices Disconnect From Wifi

JimM11 — Mon, 10 Mar 2025 22:20:55 GMT

@Kembo Ok got it, if the engineer is recommending the option can see why, BT Smarthub2 is certainly good up to the FF500mb/s speed on wired and wireless network so you don't lose much that way, getting all the gear from EE/BT may be the only issue, will not recommend the Plus system now as the latest FW from EE turned it in to a completely unstable system, speed mostly not dropping operation as such that i could see.

Better to get the system stable first then worry about speed later. May be a pain but would be worth trying Router only with the extenders off to see if the router can hold it's own as a starting point.

Re: All Devices Disconnect From Wifi

Kembo — Mon, 10 Mar 2025 22:54:17 GMT

Thanks Jim, absolutely agree that stability is important but will try requesting a replacement Pro router then if still no success a BT Smarthub2 with a reduction in my DD.

Good advice re: turning off the extenders initially, would be mayhem with the kids upstairs as router signal too weak or non-existent.

It's surprising and disappointing how many have reported issues with the Pro router, with some spending huge sums purchasing 3rd party replacements. Seems to me that it was rushed to market without adequate testing. Feel foolish not having researched EE WiFi 7 properly due to never having router or connectivity issues with BT, huge lesson learnt.

Re: All Devices Disconnect From Wifi

JimM11 — Tue, 11 Mar 2025 08:46:07 GMT

@Kembo Does appear to be out from about sept 2024, and rushed a little to be one off the first, not sure exactly what is going on with yours more detail would be required, anyway below is a list of the FW's that have been pushed to kind off sort some off the issues out.

Pro

FW: r2.49.5-R-1094775-PROD-1 and the gui is at App version 2.22.6. Looks like OOB
FW: r2.64.2-R-1210501-PROD-1 and the gui is at App version 2.34.2.
FW: r2.64.3-R-1213091-PROD-1 and the gui is at App version 2.34.2. 06/12/2024
FW: r2.64.5-R-1298597-PROD-1 and the gui is at App version 2.34.2. 04/02/2025
FW: r2.64.7-R-1303938-PROD-1 and the gui is at App version 2.34.2. 07/02/2025

Re: All Devices Disconnect From Wifi

Kembo — Tue, 11 Mar 2025 14:59:44 GMT

Jim, thanks for the FW levels, the Pro is on the latest release 7/02/25.