topic Re: Smart Hub Plus Firmware Bug - 14 Ghost Extenders & Ethernet Ports Disabled in Broadband & Landline

Smart Hub Plus Firmware Bug - 14 Ghost Extenders & Ethernet Ports Disabled

Fjords_6 — Tue, 05 May 2026 06:48:17 GMT

I have a major firmware/logic issue with my Smart Hub Plus.

Since we received the new hub in December our ethernet frequently drops and only rebooting the hub fixes it but then it will drop within 24 hours.

The Hub is reporting 13 WiFi Extenders in the Manager, even though I only have 3.
Because of these ghosts, the Hub has "muted" my physical Ethernet ports (showing Devices: 0 on Port 3).
The Proof: I am currently getting 700Mbps on my iPhone via the disc in that room, so the wire is physically working—the Hub's software is just failing to recognize it.
I have rebooted everything and the ghosts remain. I suspect a memory leak or corrupted routing table. I need an engineer or a Hub replacement.

Re: Smart Hub Plus Firmware Bug - 14 Ghost Extenders & Ethernet Ports Disabled

XRaySpeX — Tue, 05 May 2026 07:19:05 GMT

@Fjords_6 wrote:
The Hub is reporting 13 WiFi Extenders in the Manager, even though I only have 3.

No, it isn't. It's reporting 13 devices connected to WiFi Extenders. There are another 11 devices connected directly to the router by WiFi.

There is another page, Home > Advanced settings > Advanced wireless > WiFi Extenders, showing how the devices are split between Extenders.

2. What devices do you have directly connected by Ethernet to the router? You don't say! Do you have any?

3. The iPhone mentioned is not Ethernet connected.

Re: Smart Hub Plus Firmware Bug - 14 Ghost Extenders & Ethernet Ports Disabled

Fjords_6 — Tue, 05 May 2026 07:35:24 GMT

Thanks for the reply. To clarify:

I have one physical Ethernet cable running from Port 3 of the Hub to an unmanaged switch, which then connects to the 'Rob office' Smart Disc. I have tried running that cable directly to the hub also but the same results, it drops the ethernet within 24 hours.
The Hub Manager shows Port 3 as 'Devices - 0', yet the iPhone connected to that specific Disc is pulling 700Mbps. This speed is physically impossible over a standard wireless mesh hop in this property; it proves the Ethernet backhaul is active but the Hub's UI is failing to register the wired link.

In summary,

I have an ethernet cable connecting my smart disc to the hub but it frequently drops. My PC connects to the smart disc over wifi as does my iphone

I've spent 5 months trying to resolve this and at my wits end. I was previously on BT and had zero issues with the same set-up and looking online I see many others with the same issue. The EE smart hub drops ethernet

Re: Smart Hub Plus Firmware Bug - 14 Ghost Extenders & Ethernet Ports Disabled

XRaySpeX — Tue, 05 May 2026 07:41:25 GMT

2. The iPhone is not connected to Port 3 of SH+; it it is connected to an Extender I think you are saying. Hence 'Devices - 0'.

Re: Smart Hub Plus Firmware Bug - 14 Ghost Extenders & Ethernet Ports Disabled

Fjords_6 — Tue, 05 May 2026 07:48:13 GMT

You're a "EE Community Star"?! Your replies are unhelpful, they are pedantic.

You are providing zero help to a frustrated customer who has spent 5 months trying to resolve an ongoing issue.

In simple terms, pretty much every day I go into my home office and have no internet because the ethernet connect to the EE smart disc has dropped. I then spend around 10-20 minutes rebooting equipment. I do this every day. I can see multiple threads showing the same issues with other paying customers of EE.

I guess I will end up having to escalate this to the complaints team...

Re: Smart Hub Plus Firmware Bug - 14 Ghost Extenders & Ethernet Ports Disabled

Christopher_G — Tue, 05 May 2026 08:06:58 GMT

Hi @Fjords_6

Welcome to the community.

If you speak with our technical support team, they'll be able to run some tests and checks from our side, to try and figure out what's causing the problem. Hopefully, they can help get it sorted for you.

Keep us posted on what happens please.

Chris

Re: Smart Hub Plus Firmware Bug - 14 Ghost Extenders & Ethernet Ports Disabled

JimM11 — Tue, 05 May 2026 15:07:07 GMT

@Fjords_6 Do the advanced wireless and then onto the extenders to see what is specifically going on, picture linked below is a BT Smarthub2 version off the disk but you may get the idea.

BT Smarthub 2 extenders wifi backhaul connected

Re: Smart Hub Plus Firmware Bug - 14 Ghost Extenders & Ethernet Ports Disabled

bobpullen — Thu, 07 May 2026 18:29:36 GMT

@Fjords_6 wrote:
In simple terms, pretty much every day I go into my home office and have no internet because the ethernet connect to the EE smart disc has dropped....

Look at the Advanced Extender pages as suggested for a better view of what is going on. That will specifically tell you if the Ethernet connection back to the hub is still established.

It sounds to me like you're conflating your problem with unrelated aspects of the main network map.

The '13' figure in the extender tile it *not* saying you have 13 extenders connected; it's saying you have 13 devices connected (wirelessly) to extenders.

If all you have connected to port 3 is an unmanaged switch that is in turn connected to your extender, then I'm not convinced you would see anything other than a '0' here either. Extenders are not listed as client devices on the network map, an unmanaged switch would not show up, and assuming everything connected to your extender is over WiFi, then you wouldn't see those devices counted either - they would instead show in the 'extender' tile (which they look to be).