topic Re: EE Hub Pro Firmware issue SH4-1 in Broadband & Landline

EE Hub Pro Firmware issue SH4-1

jasonpartington — Fri, 08 Aug 2025 02:03:25 GMT

So had the EE 1.6gb broadband for a few months and generally its been running fine, we had an inital replacement router as the original was overheating and cutting off and the replacement has been working fine for months.

Around two weeks ago i noticed when i was browsing the web the connection would freeze, crash, disconnect, reconnect and carry on working, it did this constantly none stop, so i did the usual home fixes, factory reset, isolate the connection to only one device etc, the issue still continued.

Spoke to ee support, and rapidly realised the person in tech support didnt even know what a network switch was, but i continued on the phone for an hour while she repeated the same fixes i had already told her we tried, anyways she sent a new router out, and hey presto it started to work like normal woop woop i thought.

So 24 hours has gone by and surprise surprise the issues back, my assumption is the routers updated its firmware and the issue is fully back.

in a nutshell you can download, stream just fine, but try and browse more than 3/4 websites one after another and the connection crashes, disconnects from WiFi and reconnects.

im beginning to get really frustrated as it's messing with my work flow, i assumed this was the "best" internet out, but its clearly full of technical issues even ee dont seem to understand.

Now swapping to my old asus crab router solves the issue, it goes away.

Obviously ive tested this via wifi and ethernet and the problem still continues.

Now normally i wouldn't even bother touching the isp equipment as it tends to be built to a price point and lacks features i would expect (dns at router level 😂) for example, but i have to be honest the WiFi on this ee router is pretty beast, but the crashing issue is really stressing me out and i really dont fancy another 2 hour phone call with ee while i try and explain what a switch is 😂😂😂

My assumption is this is a firmware issue so i would also assume other people are suffering with the issue as well, any suggestions appreciated 👍

Re: EE Hub Pro Firmware issue SH4-1

jasonpartington — Fri, 08 Aug 2025 04:02:54 GMT

Update - my current firmware version

r2.64.6-R-1303886-PROD-1

Re: EE Hub Pro Firmware issue SH4-1

10suraj10 — Fri, 08 Aug 2025 07:44:12 GMT

https://community.ee.co.uk/t5/Broadband-Landline/1-6Gbit-connection-new-smart-hub-white-small-box-sporadic-issues/td-p/1551683

could be related to the above issue

Re: EE Hub Pro Firmware issue SH4-1

Ewan15 — Fri, 08 Aug 2025 08:32:21 GMT

@jasonpartington

My Pro firmware is r2.64.7-R-1303938-PROD-1

Re: EE Hub Pro Firmware issue SH4-1

JimM11 — Fri, 08 Aug 2025 08:35:00 GMT

@jasonpartington Latest FW is as reported below on the Pro router, and think your version was a quick out/pulled then updated, just so hard to keep track, but search your particular and see what post's it pops up on!

FW: r2.64.7-R-1303938-PROD-1 and the gui is at App version 2.34.2. 07/02/2025

Re: EE Hub Pro Firmware issue SH4-1

jasonpartington — Fri, 08 Aug 2025 09:01:36 GMT

This is the exact issue, glad its not just me facing this issue.

Re: EE Hub Pro Firmware issue SH4-1

TraderTravel — Fri, 08 Aug 2025 11:09:31 GMT

As explained in the other thread, something in this firmware causes the DNS server in the router to crash causing freezing.

My current workaround is to disable DHCP on the EE Smart Hub Pro and simply run DHCP & DNS on another server. That seems to resolve the issue, but I'm aware that not everyone will want to do this.

Re: EE Hub Pro Firmware issue SH4-1

jasonpartington — Fri, 08 Aug 2025 12:17:29 GMT

Yes i just updated my findings on a call i just had with ee on that thread.

its a big ask but im already running an old dell server in my garage for my rust server and teamspeak server, would there be any possibility of pointing me in the direction on how to set this up.

im running windows server atm (dont judge) 😂

Re: EE Hub Pro Firmware issue SH4-1

jasonpartington — Fri, 08 Aug 2025 12:21:52 GMT

Just a headsup i used chatgpt to run me through the setup and looks pretty straightforward, i will be doing this later today 👍

Re: EE Hub Pro Firmware issue SH4-1

JimM11 — Fri, 08 Aug 2025 12:22:35 GMT

@jasonpartington You already have the solution just use your Asus!

Re: EE Hub Pro Firmware issue SH4-1

jasonpartington — Fri, 08 Aug 2025 12:56:23 GMT

Yeah that was or is my plan, i just like the ee hub and extender as the house is a reasonable size so it doesnt quite stretch that far, but i know plugging in my asus router and using that fixes the issue, and technically the asus router will also be my dhcp server so solves the problem for now i guess.

Re: EE Hub Pro Firmware issue SH4-1

JimM11 — Fri, 08 Aug 2025 13:34:52 GMT

@jasonpartington The EE Pro router is just not ready for prime time at present but so are a lot off ISP supplied in the same boat, independents just get them out quicker better and deal with the issues as soon as they crop up! No longer with EE for that exact reason!

Re: EE Hub Pro Firmware issue SH4-1

Neenabrok — Fri, 08 Aug 2025 18:05:25 GMT

How do I update the firmware on my EE BROADBAND router

Re: EE Hub Pro Firmware issue SH4-1

XRaySpeX — Fri, 08 Aug 2025 18:34:57 GMT

@Neenabrok : You don't! You wait until EE decides to fire it at it.

Re: EE Hub Pro Firmware issue SH4-1

mikefairgrieve — Sun, 10 Aug 2025 06:42:46 GMT

Just pretty crap given all the issues this router and extender has especially with it being there so called flagship router and there hasn’t been any firmware updates in 6 months!

Re: EE Hub Pro Firmware issue SH4-1

JimM11 — Sun, 10 Aug 2025 07:44:51 GMT

@mikefairgrieve It's just the way that it happens, it is an ISP supplied router, plug it in connect it to the Internet and to many many user's it does that and functions just as required, if they have virtually no issues in doing that then everything is tickety boo, Yes there are some issue's and no doubt EE are aware, compiling a list with what there is, and then that is addressed but with an ever growing or appended update. FW you don't want just thrown out there as just in case, instead off a few dozen hard and fast with problems it now turn's into the 100'thousands with an issue!

Re: EE Hub Pro Firmware issue SH4-1

jasonpartington — Sun, 10 Aug 2025 16:17:08 GMT

Yeah ive plugged my old asus crab router back in and removed the ee equipment and the connection is now amazing, no issues whatsoever.

Such a shame as the hardware side of the router looks solid, the firmware on the otherhand let's it down massively.

As i stated in the other thread they should really offer a no equipment subscription price with the understanding the customers supplying there own.

Re: EE Hub Pro Firmware issue SH4-1

JimM11 — Sun, 10 Aug 2025 17:30:20 GMT

@jasonpartington Very difficult for that, it's what is the crossing line, no equipment - no talk to CS you're on your own, but what if the Fibre is down, who cares we think it's good, you prove it's not! Real catch 22....

EE Home Serve software view let's them look right inside the home to every device on the network!