topic Re: Smart Hub Pro issues on both 2.4GHz & 6GHz - no amount of factory resets helps in Broadband & Landline

Smart Hub Pro issues on both 2.4GHz & 6GHz - no amount of factory resets helps

jonmorris — Sat, 23 May 2026 10:46:15 GMT

In the last few days my otherwise 100% reliable Smart Hub Pro and extender stopped working properly - which I noticed as a number of 2.4GHz only IoT devices on the compatible network SSID stopped working. I noticed the 2.4GHz channel wasn't showing up on a network scan, or using a Wi-Fi analyser app, but there was a hidden SSID with the right MAC address and channel number.

I played around a bit to try and fix things on the web interface, and noticed the 2.4GHz channel for the main network was missing too. Then I realised the mesh node/extender was not connected - and this is when I noticed the 6GHz channel was gone.

Figuring some corruption with the settings as nothing was working as shown on screen, I did a factory reset, but this didn't fix the issue either. The default EE SSIDs on 2.4GHz were also hidden, and I can't even connect manually to them.

My temporary solution is an older Wi-Fi 6 router plugged in which is set as a 2.4GHz AP to service the various devices (smartplus, battery inverter, car charger) and works, but has limited coverage. I do have a mesh node for that but really don't want to be running two simultaneous networks.

The 6GHz channel has returned after toggling it off and on, but the extender still won't connect.

I have to conclude something has gone wrong with the router. Not sure though if it's a hardware issue or firmware. The firmware is r3.8.24-R-1531355-PROD-1 and it doesn't show when updated (just says N/A). Does this mean it's never had an update? I can't see any way to search for an update or force one.

I fear that trying to get this fixed is going to be a PITA because I'm going to be asked to jump through so many hoops to try and fix it, but I have tried everything. I've changed the 2.4GHz frequencies, toggled the compatible network on and off, changed SSIDs and back to try and see if anything overwrites any corrupted settings - but I'm convinced it isn't something I can fix myself unless anyone here knows better?

Re: Smart Hub Pro issues on both 2.4GHz & 6GHz - no amount of factory resets helps

JimM11 — Sat, 23 May 2026 13:48:09 GMT

@jonmorris See this Solved: Smart Hub 7 Pro Firmware not updated to the latest version - The EE Community

Your hub has the latest as FW IS NOT getting updated as you will read in the post.

Unusual for the 2.4Ghz to get suppressed, did you give the unit sometime after the reboot to check, if not up then looks like your Hub may have just gone faulty....

Look at the hub manager https://192.168.1.254 and see if the they say On/Off in the page. Advanced wireless will also allow you to turn the 2.4Ghz On/Off so worth a try....

Re: Smart Hub Pro issues on both 2.4GHz & 6GHz - no amount of factory resets helps

jonmorris — Sun, 24 May 2026 00:43:07 GMT

I can turn 2.4GHz off (and it warns that it will not use that band at all if there's no compatible network) but even after doing so and then toggling it back on, it doesn't appear as either the main or compatible networks. 2.4GHz just isn't a thing anymore.

I have no idea what's wrong because it does show a hidden SSID with the same MAC address but even if I manually type the SSID and password it won't connect.

I did three factory resets and at this point, I don't believe it would be worthwhile doing so again because it's madness to think doing the same thing over and over will bring different results - unless of course I could change the firmware, which doesn't seem to be a possibility.

I have ordered an Asus BT8 to try that out (I had an Asus XT8 mesh kit before) and may just stop paying the £10/m for the BT hub and return it if that works better. If not, I'll try and get it swapped out in case there's a hardware fault somewhere.

Thanks!

Re: Smart Hub Pro issues on both 2.4GHz & 6GHz - no amount of factory resets helps

JimM11 — Sun, 24 May 2026 07:51:18 GMT

@jonmorris The hidden ssid is the wireless backhaul with NO access to it, similar if you look there is also a hidden 5Ghz ssid that will show up in your wifi analyzer as well. Does just sound like you Pro has gone faulty, EE should replace it no issues, they will home view with the remote software and check it out, just do a HELP to 66033 from your registered mobile.

Asus XT*/RP-AX58 user myself so as you are getting the BT8 should have no problems setting one off those going.

Re: Smart Hub Pro issues on both 2.4GHz & 6GHz - no amount of factory resets helps

Ness15 — Sun, 24 May 2026 07:52:47 GMT

Mine is exactly the same.
I had a booster connected to the router by ethernet and an additional booster. All was fine for years until a few days ago

rang the help line yesterday who told me the booster should not be wired directly to router. Told to rearrange booster then told to put them back but not to connect the Ethernet. The agent fiddled there end and camera and sockets came back online. And today have gone offline again.
I think this is an EE problem rather than the house set up but I know zero about any of this.

Re: Smart Hub Pro issues on both 2.4GHz & 6GHz - no amount of factory resets helps

rhialto — Sun, 24 May 2026 08:19:32 GMT

I am having the same issue on my EE Smart Hub SH32B. Laptops, desktops, phones connect ok but 4 of my IoT devices on the 2.4GHz band are disconnected. I have reset all the IoT devices and reset the router but the IoTs are not reachable. They were all working for years, even on previous gen routers. As there are no logs on the router and little info available on the disconnected devices, I have to infer that it is a router/EE issue. Was there a recent firmware update? Anyone have any ideas?

Re: Smart Hub Pro issues on both 2.4GHz & 6GHz - no amount of factory resets helps

JimM11 — Sun, 24 May 2026 11:17:05 GMT

@Ness15 Booster connected by Ethernet is always the way to go, the cable does the backhaul to the Hub, so in theory wireless on that extender can be anywhere on the back off the cable and it should always work.

When NO cable you are relying on a wireless backhaul so that Extender must always be able to see the wireless from the Hub or another Possible extender to pass back/forth on the wireless signal, not as good or as efficient as cable connected but they do work when setup and connected.....

Not sure that there has been anything un-towards regarding EE having done anything to upset the system/systems in anyway..

Re: Smart Hub Pro issues on both 2.4GHz & 6GHz - no amount of factory resets helps

JimM11 — Sun, 24 May 2026 11:21:02 GMT

@rhialto Way different hub from the 7 Pro version the one that you have, the web manager will show you what level off FW you are on, and no one has posted any change, https://192.168.1.254 to get on your EE Hub.

This was the latest depending on when you got.

FW: r3.8.24-R-1531355-PROD-83002 and the gui is at App version 3.1.3 10/10/2025 Now https://

Re: Smart Hub Pro issues on both 2.4GHz & 6GHz - no amount of factory resets helps

XRaySpeX — Sun, 24 May 2026 11:48:19 GMT

@rhialto : Older or weaker devices may not be compatible with the default WiFi settings of EE Smart Hubs. Try setting up Compatible WiFi on the router under Advanced > Wireless Settings > Config > Compatible WiFi (it defaults to 2.4 GHz & WPA2) & connect your problematic 2.4 GHz devices to that.

Re: Smart Hub Pro issues on both 2.4GHz & 6GHz - no amount of factory resets helps

rhialto — Mon, 25 May 2026 08:04:27 GMT

Update on my issue - today (Monday 25-May) all 4 IoT devices that went offline are now back online! Yesterday I changed the channel on the 2.4GHz band from 1 to 6 to avoid contention with a neighboouring SSID. I don't know if that fixed it but I dont know what else might have changed. Very strange. I am not using the compatible wi-fi with these devices although I will try that if it happens again.

For reference, the firmware listed on the web interface of my Smart Hub (the bottom of the device says SH32B) is:
r4.26.1-R-1860948-PROD-83002

Re: Smart Hub Pro issues on both 2.4GHz & 6GHz - no amount of factory resets helps

JimM11 — Mon, 25 May 2026 10:05:42 GMT

@rhialto The FW you have on the SH32B has never been posted so there may have been an update pushed, you are the first to post, can you also do the last part from above the ""gui is at App version 3.1.3"" the two go hand in hand so to speak...

At least you have managed to take it off Auto channel and move it to fixed and selected were you wish it to be. The true SH32B EE Hub has no DSL connection for FTTC and is the FF Full Fibre only wan for connection on Internet, can be seen if you look on the back off the EE Hub, the DSL RJ11 port is gone.