topic Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please in Broadband & Landline

Can anyone help with whether it’s worth wall mounting the hub 7 pro please

Blueshine — Fri, 24 Apr 2026 12:12:44 GMT

Hey,

is it worth wall mounting the hub 7 pro and the 7 pro WiFi extenders? I’m struggling to get signal from my hub which is connected to the open reach box in my utility room (which is an extension) through to the main part of the house as it has granite walls, the distance is only 3M in a straight line between the 2 but it constantly says poor signal or no signal, would wall mounting the hub make a difference?

this is photo of where it is now or I could wall mount it above, the signal needs to go up and right to the room inside the main house on the floor above but that wall to the main house is solid granite.

the Bt hub and halo I had never had any issues but the EE hub and extender don’t seem to go as far even though the extender is technically closer since it’s not wall mounted higher in the room like the halo was, it’s on a cupboard directly underneath where the halo was placed and the hub is in the same place as the BT one.

Also would wall mounting the extender help? Moving it to the wall where the halo was so directly up and off the cupboard it’s currently sitting on?

Ive got a second extender on the way to try and bridge the gap but is a wall mount to mount it higher worth considering? If it was mounted higher on the wall above where it is now would that improve signal? I don’t want to drill into the tiles unless it’s likely to help!

thanks for any advice, I have a long and tall house so struggling to get WiFi to the top floor and front with the extender not connecting properly.

thanks again!

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

Blueshine — Fri, 24 Apr 2026 12:22:09 GMT

That is the best basic picture I could draw to explain the house shape and location of hub and extender, the 2nd extender coming I was told to place in the kitchen to help bridge the gap. The house exterior walls are thick granite and the extension is just basic blocks so getting the WiFi through the wall to the main part of the house is the issue I think. No idea why BT didn’t struggle with their hub and halo extenders in the same place.

thanks again

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

Northerner — Fri, 24 Apr 2026 12:49:01 GMT

Hi @Blueshine

That install is a bit unprofessional,I wouldn't be pleased with that cable for starters. Can you install the open reach box in another room for better location placement.

Elevating the router will help WiFi. Have you anything to put under or place the router on to test such as nest table or stool, cabinet etc, saves actually drilling before testing.

Thanks

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

Blueshine — Fri, 24 Apr 2026 13:16:34 GMT

Thanks for the reply, I’ve asked for it to be moved into the kitchen so it’s inside the main granite house but EE say they can’t do that until I try the extenders and it will cost me, the open reach box used to be in the living room but the wire kept getting damaged under the stairs so it was moved to the utility room and with BT it was never an issue but now I wish it was in the kitchen as I was never told the house would cause issues with WiFi signal.

Ive ordered a wall mount and I’ve stacked boxes to the same place and height id mount it to see if that makes a difference while I wait for the mount and new extenders to arrive.

if the extenders don’t work then maybe they will consider moving it but it’s probably still gunna be charged

Looks like the photo now… maybe it will help!!

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

Blueshine — Fri, 24 Apr 2026 13:18:08 GMT

This is a fuller diagram of where the ont box used to be, the wire that went to it and the place the it would be best placed if moved again. Hope it makes sense

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

Blueshine — Thu, 30 Apr 2026 18:14:20 GMT

I’ve wall mounted the hub and got a second extender, it’s still struggling especially if the power cuts out (which happens regularly) I have to wait till over night for it to do the sync/update stuff or both extender flash between aqua and orange constantly and I get about 90mb upload and 10 download inside the main house.

Ive added these photos so everyone can see where it is, where the old wire went and box was inside the main house and where I have been told is the best spot to move it if I can. The Green is where I’d walk mount the hub, exactly central up high on that wall above the plug and the ONT box would go lower near the plug. It’s a shorter and easier route than the old location to the living room and as you can see the wall to the main house from the hub is actually 60cm solid Granite.

the openreach guy who moved it when I was with BT, was not very nice, he said it would be easier for him to move it to the utility room than fix the issues with the wire going under the stairs and as you mentioned rhe wires are horrible, they sticky pads that hold the wire come of constantly, half are hanging off, the fibre line is frayed and he never told me the thick granite might be an issue.

to be fair with BT it was fine but now I have the EE 7 Pro it can’t deal with it at all, I’m sick of going up and down stairs to repair everything and/or waiting over night, usually it’s overnight as repairing them doesn’t do much at all, it’s constantly changing between 1 having good signal and 1 not and the next time they are opposite, I don’t understand how or why if they aren’t moving at all. I don’t know whether to see if they’ll move the box for free, pay for it myself or just cancel the contract as I’m still in the 14 days.

what would you do? I love the EE hub and the ability to group devices and pause WiFi so I can turn the young ones stuff if at bedtime so they don’t sneak it but I can’t deal with these connection issues especially with it causing physical pain to walk up and down stairs constantly or having to talk to tech repeatedly and if it’s going to do this after any power outage of more than a few minutes I’m not sure I can cope with it all for 2 years. Having the kids complaining their devices have stopped randomly or the boy in the 3rd floor getting lagging gaming even when it’s on is killing me.

i have the same speed as when I was with BT, I’m having to power more extenders as I only needed 1 with them and the mounts for this aren’t cheap either, at least BT you could use normal screws no mount required and even if I had a third it would have to daisy chain to work as there is no where else to put it to get that high in the house without it using the extenders upstairs to go through and that’s against EEs own advice even if it’s paired to the hub it’s still daisy chaining as fair a so know no matter what the tech guy said and the only other fix would be to run an external Ethernet from the hub, outside, around the door and wall, up the house and it the third floor drilling through 60cm granite and that will not be cheap or possibly even doable realistically.

Help, I only have a few days to cancel and I love this when it works but daily issues are horrific and I can’t even go back to BT, if I leave EE who else does reliable good internet hopefully with device grouping and pause options??

thansk

laura xx

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

JimM11 — Thu, 30 Apr 2026 18:49:29 GMT

@Blueshine Just go back to your old BT Equipment if that works, wifi 7 is not the be all and end all equipment wise, and if you have a landline, does need to have the base station or phone connected to the main hub. Wifi 5 may be better suited to your home layout.

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

Blueshine — Thu, 30 Apr 2026 20:54:36 GMT

I can’t go back, I’ve already been told that. The BT stuff is posted back, I’ve already asked that and it’s impossible apparently.
I have, hope it works, move the ONT or cancel and find another company that may well have the same problem so I lost.

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

Debbie_G — Fri, 01 May 2026 09:56:07 GMT

Hi @Blueshine.

Thanks for coming to the community.

Since you’ve got a new mesh extender on the way, it’s definitely worth seeing how things go once that’s set up.

If you’re still not getting the results you expect, our technical support team can take a closer look and run further checks from their side.

And if you’re unhappy with how things are progressing, you can raise a formal complaint using our Make a Complaint page. A dedicated team will look into it and contact you directly to discuss the issue.

Debbie

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

Blueshine — Fri, 01 May 2026 10:52:30 GMT

I’ve already got the second extender, it was ok for a few days and now it’s struggling to connect again, it’s got better overnight but if this happens everytime there is a power cut and I have to wait till the next day from it to work ok again it’s so much hassle and really really frus, a third extender would be pointless, it would have to daisy chain and that’s not how they are supposed to work and it affect speed.

it seems to be an EE kit issue as the BT hub and halo never had this issue, the ONT is not where it should be, the openreach guy just wanted to sort it as quick as possible and be gone and he was so grumpy and unhelpful, he seemed really unhappy to be here and I have no idea why he didn’t take the granite wall into account as I told him what they were and he said they wouldn’t cause any issues and that just incorrect.

its is so frustrating to be with essentially the same company but newer kit and it be worse than the old one, it isn’t doing what I’m paying for and I’m on the ultimate package which is more expensive that BT and works worse.

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

Debbie_G — Fri, 01 May 2026 11:37:48 GMT

Thanks for the update, @Blueshine.

My apologies, I notice you mentioned you already have the second extender. As it’s still struggling after the power cut, I recommend raising a formal complaint using our Make a Complaint page. Our dedicated team will take it from there and follow up with you directly.

Debbie

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

Blueshine — Fri, 01 May 2026 13:48:24 GMT

Yes, the second extender that had the stronger signal before the power cut is still going Aqua to Orange, hasn’t been moved and it was 100% completely fine before, I can not have the ONT box outside of the main house with these hub, supposed to be the best there are (the pro kit) and they just aren’t, the old location of the ONT box was NEVER an issue either as it was inside the main house in the furthest room from now and I don’t understand why the openreach guy didn’t just move it to the kitchen to solve the issue under the stairs, he could of used the same fibre wire and cut it shorter, there is plenty of space and a plug well away from any worktops, fridges and microwaves and it’s exactly the middle of the house and still inside the granite walls so wouldn’t cause these issues.

i can still cancel but I can’t go back to BT, I also can not deal with this issue consistently, I won’t be making a complaint, that is going to take me over the 14 day deadline to cancel and I’m stuck like this for 2 years, so either the ONT box has to be moved or I’m out, I don’t see any other options and I don’t see why I should pay when it’s an issue with the ONT location and EEs Pro equipment, already spent nearly £40 to mount it all to try and help and damaged the tiles with drill holes that will be nearly impossible to hide if moved aswell.

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

XRaySpeX — Fri, 01 May 2026 14:31:50 GMT

Why are you having so many power cuts? They're rare! Something wrong somewhere?

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

Blueshine — Fri, 01 May 2026 14:59:16 GMT

It’s an older house, I do have an electrician coming on the 19th so maybe that will help, it’s also not the best area for reliability especially with the ongoing roadworks. Then there is the having to turn it all of for 5 mins as the app keeps unsyncing the extenders and saying “no signal” when they are actually aqua and I’m not sure if that matters to the changing the settings for pausing WiFi etc.

if the ONT was inside it wouldn’t be an issue at all as even if the power goes off it wouldn’t struggle so hard to connect to the extenders inside the house and get the WiFi to the 3rd floor with out lagging so much, it might struggle to reach the back of the house for a bit but that’s just the bathroom and utility room so meh not really the same size problem

i was told that over night it would do a 3am thing that would sort it out but still happening today and I can’t understand why when it was fine for days before, the EE tech page told me to turn them off for that long and back on to sort the app and now the one that said no signal says strong signal and the one that said strong signal is the one that says no signal

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

Blueshine — Fri, 01 May 2026 14:58:13 GMT

I would like to point out again BT was absolutely fine with 1 extender, I was sold an upgrade that is worse and I can’t go back either and the open reach guy who moved it for BT was more concerned with an easy job than the actual best place, if he’d said the granite wall I told him about was an issue I would have refused to have it there but he said it would be fine and not cause any issues at all.
Once the roadworks are sorted and the electrician has been it should help the power cuts (I hope) but if it’s still struggling after anyway I’m outside my 14 days

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

Debbie_G — Fri, 01 May 2026 15:19:04 GMT

I completely understand, @Blueshine.

If you’d prefer not to complete the complaint form, you can also get in touch with our technical team over the phone. They’ll be able to look into this in more detail for you, and they can escalate it further if needed.

Debbie

Re: Can anyone help with whether it’s worth wall mounting the hub 7 pro please

Blueshine — Fri, 01 May 2026 20:23:03 GMT

Just spoke to a lovely lady, Claudia and her and her manager have approved moving it to the kitchen on that wall.

she was able to connect to my phone and see the camera and I could show her the current location, old location and new location through my phone. Couldn’t be booked in tonight as it’s past 9pm but been assured if I call after 8am tomorrow I can just get an openreach engineer book into move it hopefully next week 🥳

really happy, best solution possible, I love the EE hub and being able to group devices and pause WiFi to devices so the younger kids can sneak it after bed in a school night! Even school have noticed they are less tired! Muppets where muting the tv and playing Xbox, PlayStation or watching stuff and I couldn’t hear it and didn’t know!

hopefully there are no issues booking that tomorrow, been promised a email or text confirmation which I hope arrives and notes on my file!!
will really help, I’ve I do lose power if it takes a few days to sort signal to the utility room and bathroom it’s really not that much of an issue but if I have to listen to the 17 year old shouting about lag etc while gaming on the 3rd floor for much longer someone’s going to get hurt 😂

thanks for the help guys, if anyone’s got any idea of how to patch the holes in the tile without them being visible let me know!!