EE Smart Hub Plus (SH32B) faulty unit after 2/5/26 update & faulty replacement

Tricky81 — Wed, 20 May 2026 22:59:14 GMT

Hi, new to this forum but as a BT EE member what I've read so far is very interesting and informative.

We previously had a BT hub 2 for 3 years and the discs..EE convinced us to migrate over to the EE SH plus mainly for the WiFi 6. We've got the 1gb FF as it's a new build. On the 2nd May the hub must've received a faulty update or suffered a bad hardware failure as the outdoor coverage dropped significantly and drops again after around 12 hours of a reboot.

I rang to see if there was any likelihood of getting a more reliable and stronger router as we've only had the current one for around 9-10 months and a busy household with a lot of WiFi devices etc.

I was told it would be an additional £15 per month for a WiFi 7 pro. This seemed excessive when paying £80 a month already. I declined this offer and hoped it would get better.. It didn't. I then rang the tech team on Monday this week at EE who tried to help and guided me through a full reset, but they then found our current SH plus had a severe hardware issue flagging on their systems. The very helpful agent then sent a replacement which arrived today, it arrived looking like it had been thrown in the box and it also didn't work. I wasted a whole afternoon, ended up taking time off work and have needed to resort to plugging our existing router back in just to get internet access.

A replacement is due to arrive Friday. I was told by an agent today that all the the replacements after the first order are previous returns. I could tell this by the replacement I received today. The power supply was in knots and the unit was obviously faulty.

Just wondering how I go about getting something more reliable considering the price we pay each month. Can anyone recommend a 3rd party solution which is better quality. EE have refused to upgrade us to the WiFi Pro unless we pay the extra which is extortionate for £95 a month just for 1gb FF broadband.

I really like EE and want to continue with them but I'm struggling at the moment with issues like this, when I could get better kit and similar service elsewhere for a lot less.

Thank you in advance.

Re: EE Smart Hub Plus (SH32B) faulty unit after 2/5/26 update & faulty replacement

XRaySpeX — Thu, 21 May 2026 00:27:25 GMT

Any router that has Ethernet WAN can replace the EE router as long you don't want DV.

Re: EE Smart Hub Plus (SH32B) faulty unit after 2/5/26 update & faulty replacement

JimM11 — Thu, 21 May 2026 06:32:40 GMT

@Tricky81 Are you also using any EE Smart wireless extenders with your SH32B version as you mention when you were using with the old BT Hub, or is it just a straight one hub connection trying to cover the whole home?

Your focus on the outdoor coverage drop off, what is it like indoors wifi wise?

Re: EE Smart Hub Plus (SH32B) faulty unit after 2/5/26 update & faulty replacement

Tricky81 — Thu, 21 May 2026 07:47:06 GMT

We've had the same set-up which was perfect the SH and 2 matching extenders. All was fine until something happened with the router around 2nd May and EE are now seeing a hardware fault which they say is causing the issues. Hopefully the replacement arriving tomorrow will work and solve the issues. Thanks

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EE Smart Hub Plus (SH32B) faulty unit after 2/5/26 update & faulty replacement

Re: EE Smart Hub Plus (SH32B) faulty unit after 2/5/26 update & faulty replacement

Re: EE Smart Hub Plus (SH32B) faulty unit after 2/5/26 update & faulty replacement

Re: EE Smart Hub Plus (SH32B) faulty unit after 2/5/26 update & faulty replacement