topic Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair in Broadband & Landline

Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

philb452 — Tue, 10 Jun 2025 07:31:08 GMT

Trying to pair wifi pro with smart hub pro

With wired connection the wifi pro give solid aqua light - but is not visible in the "my network" nor paired accorinding the ee app

remove ethernet connection and back to flashing orange.

did a factory reset and was able to starting pairing with ee app, got as far as flashing aqua, left is overnight, still flashing aqua this morning and still not paired.

I have gone from poor wifi signal in my home office, was encouraged in store to upgrade to wifi 7 and now I have no wifi in my home office.

Seems next to impossible to get help from directly from EE.

so any help from the community much appreciated.

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

bobpullen — Tue, 10 Jun 2025 07:46:51 GMT

@philb452 - first things first, what firmware version is running on the hub? You can establish this by navigating to the Advanced > Technical log section of the Hub Manager.

Try taking things completely back to basics. Factory reset both the hub and extender by inserting something into the pinhole at the rear of each device and holding for a good 10 seconds or so. Once the hub is back up, try connecting the extender using an Ethernet cable. Allow the extender to pair (solid aqua) and leave it connected via Ethernet for a few hours. This hopefully allows time for the extender to download any software updates, when it does this the pairing tends to drop and the extender lights do unexpected things before eventually repairing.

Hopefully the extender now shows in the Hub Manager. Check that it is running the same/similar firmware to what is installed on the hub. Navigate to Advanced > Wireless > Extenders and highlight the extender (assuming you can see it!) to check this.

Only then would I try removing the Ethernet cable but don't relocate the extender just yet. Wait to see if it re-pairs (solid aqua) over Wi-Fi. Assuming it does, you can then relocate it. Note, do not place the extender in your home office if the signal is poor there. The extender needs to be in a location where the signal is good, in order to push a healthy connection further into the property. The Pro extenders also use 6GHz to communicate with the hub and whilst faster, it doesn't reach as far and doesn't like obstructions. If you're trying to physically locate it in an area where a (presumably 5GHz) signal is bad, then you're going to have a rough time of things.

Good luck!

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

philb452 — Tue, 10 Jun 2025 09:38:12 GMT

Firmware r2.64.7-R-1303938-PROD-1

I did end up speaking with a tech at EE - he had to "reset" my account, now the WIFI pro is paired over wifi.

It is now in a position 1/2 between router and home office. I am getting -76db signal at my desk - seems ok - now.

However, I don't think it is paired properly - the EE App is still showing option to pair the WIFI pro - meaning I can't manage/ name devices via the app and the app network view shows them seperately?

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

bobpullen — Tue, 10 Jun 2025 20:01:00 GMT

Good to hear some progress has been made.

Is there anything 'non-default' about your hub config/network, or is it pretty much 'out of the box'? Thinking things like DHCP, third party access points/extenders/switches on your network etc?

My EE App still shows the option to pair an extender, but (if I wait long enough!) it does show the paired device too.

Extender-connected devices should appear in the App devices list along with everything else. What does the Hub Manager show? Can you see the extender and connected devices there?

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

philb452 — Wed, 11 Jun 2025 11:16:40 GMT

Further, after appearing to work, I noted that the Wifi was up and down from the extender, as the signal went from full to 1 dot (assuming it lost the extender and reverted to main hub)... anyway I ordered a second extender, got to speak with another tech - he noted that while I could see devices connected to the extender, he could not from the EE end.

I now have an engineer appointment on Friday as there is "something not quite right"

Fingers crossed.

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

c0ntax — Fri, 15 Aug 2025 05:45:45 GMT

Did you get this resolved? I’m having the same issues.
I moved to a new house 1 month ago and had to have Openreach install a new Full Fibre modem then the problems started after 1 week.

I originally had EE WiFi Smart Hub and it worked fine for the first week but then I just kept getting ‘No Internet connection”.

I called EE Tech Support and they sent me EE Smart Hub Pro and one WiFi Pro extender to replace my existing older router. The main hub is set up in the front bedroom on the middle floor of a 3 floor house because the Openreach engineer said this would be the best place to locate the modem.

EE Smart Hub Pro sets up okay but I have gone through all the same problems as yourself with setting up just one WiFi Pro extender but I can see it sometimes in the manager but then it disappears. I have tried all ways of setting it up (with/without the app, Ethernet cable and WPS) and it seems hit or miss whether it will pair with the hub.
Infuriatingly, when I DO get it paired and I position the extender on my landing, just 3 feet away from the hub through a stud wall, it will at some point later drop connection with the hub. Also, on occasions I get it paired there doesn’t appear to be anywhere else in the house that I move it to that it will connect to the hub.

EE have said they will send me 2 more extenders (1 due today) but I’m not sure how this is going to help because I can’t even connect to the hub once paired just 3 feet away.
Ive told EE I think the modem has been placed in the wrong place and it should have been located in the lounge at the back of the house on the ground floor. They said to try the 2nd then the 3rd extender and if they don’t help then they’ll send their own tech expert (can’t remember the actual job title) to assess the layout and connections.

I’ve essentially been without proper working WiFi throughout the house for 2 weeks and it’s annoying as hell. First world problems I know but it’s a major pain.

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

c0ntax — Fri, 15 Aug 2025 09:59:41 GMT

Adding to my last post above, I’ve managed to pair and have running, one extender. It is in my kitchen directly below the Smart Hub Pro and it seems to be connecting.
However, I am sitting around 4-5 metres from the extender, it’s in my line of sight, and below is the supposed speed to property versus speed to device. Woeful! Less than 10% of the speed to hub.

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

JimM11 — Fri, 15 Aug 2025 15:30:07 GMT

@c0ntax Do you know if the device is even connected to the Smart Wireless and still not latched onto the EE Pro Router?

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

c0ntax — Fri, 15 Aug 2025 16:58:43 GMT

@JimM11 not sure what you mean. How can I tell?

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

JimM11 — Fri, 15 Aug 2025 17:57:10 GMT

@c0ntax Easy way speed test, note result, switch the extender off, speed test same result give or take, then Smart wireless likely not in play!

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

c0ntax — Fri, 15 Aug 2025 18:11:05 GMT

@JimM11 ah okay. I might try that in a couple of days. Too scared of potentially not being able to reconnect the extender after trying to get it paired and connected for 3 days 😬

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

JimM11 — Fri, 15 Aug 2025 19:52:08 GMT

@c0ntax Don't blame you, they just do not make it easy, if you have a working app, that might show you devices connected to the extender, but best just leave the sucker alone and let it find it's way connection wise!

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

Raz12456 — Thu, 15 Jan 2026 00:19:24 GMT

Hello. Did you ever get this sorted? I've had what seems to be the same problem you describe with my extenders - lights solid aqua but no devices are able to connect to them. Work flawlessly over ethernet but removing the cable immediately causes the connected devices to disconnect. Have tried multiple resets of the router and the extenders but no dice. Just the most frustrating tech I've ever had the displeasure to try to manage. 😞

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

JimM11 — Thu, 15 Jan 2026 00:35:29 GMT

@Raz12456 What are you doing once you remove the Ethernet, are you powering down the Extender then moving it to where you wish it to be, once there powering back on and leaving it to learn and mesh sync up to the EE Router!

Leave it a couple off hours and then look at device connection, do it with BOTH the app and the web manager interface to be double sure!

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

Philipos — Sat, 24 Jan 2026 11:59:16 GMT

Good Morning Bob.

Thank you for this posting. It has been the MOST helpful posting. I was having the same issues since up grade to Wifi7 Hub and smart pro wifi extender. The extender would, EVERY night, start flashing Aqua and not come back to steady Aqua after pairing following EEs instructions. They would never pair using the option in the APP. When I powered down the Pro Extender and reposition it nearer it would never reconnect so i would have to reset them using a paper clip. So I initially contacted EE tech support and spent 2 hours going through getting the extender to stay paired. They sent me an additional extender FOC to pair the the hub to sort out a " Range Issue" This also did not work. I then, over many day of trying various ways I gave up and called tech support again and spent another 2 hours on the phone trying everything over again. They concluded that the issue was the HUB and sent me another one. While waiting for the replacement one to arrive I came across your posting and found VERY HELPFUL and included some things I had not tried or read anywhere or been advised by EE. So later that day I followed your instructions to the letter using the ORIGINAL extender and hub and the extender was showing still steady Aqua when placed in its ORIGINAL location. When the replacement Hub arrived I again followed you instruction to the letter and here we are ( fingers still crossed ) 5 days later and I have not noticed the extender having a flashing Aqua led. When checking the hub manager via the App and web access my devices that were having issues connecting had migrated to the extender as expected and seem to have good stable connections. I think Time and Patience was the answer. Thank you very much for your posting.

Philipos

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

Raz12456 — Sat, 24 Jan 2026 12:57:16 GMT

Hi and sorry for slow reply. I tried all of the above and it still didn’t work. Also tried other advice (found elsewhere on this forum (can’t remember where sorry) to factory reset all devices and try the full set up process again - which also didn’t work. Having done this, I followed more advice found elsewhere to connect the extenders up again by Ethernet and then disconnect them only after a day to ensure any updates to firmware had been applied (which still didn’t fix the problem). Final advice was to simply power off the router and the extenders to allow the RAM to clear and that immediately did the trick. I hope never to have to replicate my actions - been two weeks now and the extenders are working flawlessly with plenty of devices attached to them.

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

Raz12456 — Sat, 24 Jan 2026 13:20:53 GMT

So I found the advice I followed that actually worked. Copying post below:

Pal1

Investigator

In response to MadViking

‎09-12-2024 10:56 AM - edited ‎09-12-202410:59 AM

MV & Chums...

Successful WiFi connection between the SW40J extender and the SH40J hub achieved today curtesy of Qube engineer, Danny.

For info (and hopefully to save others the time and grief expended chez moi,) the trick used was to -

power down (and take the power cable out of) the SW40J extender;
power down (and take the power cable out of) the SH40J hub;
wait for 10-20s to enable the hub's RAM to clear before powering the hub back up;
when the hub shows solid turquoise, power up the extender in its desired location and leave for a few minutes.

The SW40J light went from green to flashing orange and to then solid turquoise after a few minutes and without any other action ie without using either the EE app or connection buttons to make the link. The issue seems to be the router needing its memory to be clear before the connection can be made for some reason. [It is worth mentioning for any new readers that I had the SW40J connected by ethernet for a couple of days beforehand to ensure any s/w firmware updates had taken place.]

Huzzah for Danny! I've also shared this information (and thread) with the second line EE support too.
Huge thanks for your help and moral support!

https://community.ee.co.uk/t5/Broadband-Landline/Cannot-connect-Smart-WiFi-Pro-Extender-to-WiFi-7-Router/td-p/1466411/page/4

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

Eddieg1 — Wed, 04 Feb 2026 13:45:03 GMT

I have the same issue. My BT work flawlessly and now I have be forced to go to EE it's shocking. IT's like I've gone back to1996. Wifi only works if you're stood next to the router and the extenders they have sent me only connect if they are wired to the router. As soon as you unplug them and relocated them they just sit there flashing. I'm consideringing cancelling everything

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

Christopher_G — Wed, 04 Feb 2026 16:03:26 GMT

Hi @Eddieg1

Welcome to the community.

I'm disappointed to hear that you're not happy with your new EE setup. Please try the instructions that @Raz12456 posted above.

If you're still having problems after that, I recommend speaking with our technical support team so that they can look into it further from our side.

Chris

Re: Recent upgrade to EE Wifi 7 - Smart Wifi PRO will not pair

JimM11 — Wed, 04 Feb 2026 16:30:10 GMT

@Eddieg1 If the smart wireless is NOT connecting in a remote area, move it to the same area as the EE Router, power it up and leave it to connect, if it does than will show that the 2.4/5/6Ghz bands are all up and the smart wireless device has connected all bands working and Especially the 6Ghz high speed backhaul.....

Move it to your desired location, if it does not connect then suspect that your smart Wireless device is struggling to connect on the 6Ghz Backhaul band, you would need to test BY other method to see if your are getting that band in that location!

6Ghz bands will NOT like certain areas. the older disc's you had only operated in the 5Ghz band which is by contrast way better in pushing wifi about than the 6Ghz band!