topic Re: Router stabilitiy issue in Broadband & Landline

Router stabilitiy issue

Kalowski — Tue, 09 Jun 2026 19:15:12 GMT

I am experiencing a recurring fault with my EE Smart Hub -what I believe is a router stability issue, not a Wi-Fi or device problem.

Router details
Product code: SH31B

Description of the fault
Over several nights the broadband connection drops repeatedly overnight. Multiple devices (including a laptop and Ring devices) lose internet access. The router remains powered with normal LEDs and continues broadcasting Wi-Fi, but it stops routing traffic correctly.

The issue does not recover by itself. Internet access is only restored after a full power-cycle of the router.

How do I get a replacement router?

Re: Router stabilitiy issue

XRaySpeX — Tue, 09 Jun 2026 19:24:36 GMT

You might not need 1; just wait for a firmware update or even take a workaround.

At what f/ware level is your router? If it is at is r4.26.1-R-1860948-PROD-83002 then follow Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

Re: Router stabilitiy issue

Kalowski — Tue, 09 Jun 2026 19:31:00 GMT

I do have that firmware - funnily enough I forced the 2.4GHz channel last week. But are you seriously telling me that is I change to Compatible WiFi that " devices connected via wireless you may lose access to the Hub Manager pages and you will need to reconnect each device using the instructions provided with your devices."

Every device?

Re: Router stabilitiy issue

XRaySpeX — Tue, 09 Jun 2026 19:41:14 GMT

Well, you'd need to connect to the newly created Compatible WiFi SSID just like connecting to any new SSID. I wouldn't do every device but only the older or weaker devices that don't do 5 GHz and WPA3, like doorbells & cameras.

Re: Router stabilitiy issue

JimM11 — Tue, 09 Jun 2026 19:46:13 GMT

@Kalowski So did the fixed channel you set, not correct the issue that you have?

And yes, it's a different ssid so devices may require you to connect and setup by the method that each device requires. That may be a simple operation or not so, all depends on the device in question.

Re: Router stabilitiy issue

Kalowski — Tue, 09 Jun 2026 19:46:20 GMT

No. I'd done it to try and help with the ongoing issues with BBC Sounds and Google Home, but this is so has been slowly bubbling. I would describe it as if the router is slowly running out of steam. It just gives up if a device is not in the same room.

Re: Router stabilitiy issue

JimM11 — Tue, 09 Jun 2026 20:17:13 GMT

@Kalowski You may just be running out off steam with the 2.4Ghz distance the signal has, is there any smart wireless extenders in use on your system.... Two issues one is the FW update, the other is the lack or stability device wise, that is why comp network is introduced, some devices just DO NOT like the Wpa3-T (Transition) securities and DO NOT play nice when set to it, stability and drop off are very common side effect's....

If you really want a replacement router then you first have to call EE CS, report your fault, let them look at it if required and see what the customer service CS agent say's after that point. They can and more than likely will run a diagnostic from the EE end, if you need that to happen then text HELP to 66033 but best between 8am to 8pm so they can call you if anything is spotted..... First reported date that the FW was done, could have been earlier who knows.

FW: r4.26.1-R-1860948-PROD-83002 and the gui is at App version 3.14.5 25/05/2026 OP Posted

Re: Router stabilitiy issue

Kalowski — Thu, 11 Jun 2026 05:05:27 GMT

I wake up this morning and once again every device is disconnected. This is why I don't really want to do this solution yet. Because I will have to do every device in the house.

Might as well get a new ISP.

Re: Router stabilitiy issue

XRaySpeX — Thu, 11 Jun 2026 06:21:43 GMT

Well, you could try just 1 or 2 & see if they hold.

Re: Router stabilitiy issue

JimM11 — Thu, 11 Jun 2026 06:56:24 GMT

@Kalowski In Feb 2025 when EE applied a FW update to my then SH31B on a FF500 connection at that time, with the overnight update i woke to NOT one single device connected or working to the Broadband Internet, that was a bit off a surprise because i had a mixture of direct devices/AP's connected to the EE and my Asus Routers routing through the EE at the time. Took me a couple off hours to work out what was going on, had to get the wifes laptop up and running quickly to spare that rath.... It was all to do with the FW applied and nothing else....

Did this all just start happening to you, the FW was applied sometime as below and it is possibly earlier as the posted was the first mention date wise. Did you call EE or do the text for them to take a look see at the EE Hub condition?

FW: r4.26.1-R-1860948-PROD-83002 and the gui is at App version 3.14.5 25/05/2026 OP Posted

Re: Router stabilitiy issue

Kalowski — Thu, 11 Jun 2026 20:12:30 GMT

So now I can't connect anything to wifi

I've turned on compatible WiFi but my laptop won't connect, and it won't connect to the usual WiFi either, so at the moment I can't even log in to the router to set it back.

Re: Router stabilitiy issue

JimM11 — Thu, 11 Jun 2026 20:19:28 GMT

@Kalowski Then connect to it by Ethernet port connection!

HELP to 66033 as a text is going to be your needed next step....

Re: Router stabilitiy issue

Kalowski — Thu, 11 Jun 2026 20:27:23 GMT

Yes, I did that.Looks like compatible WiFi needs a new name, as it just ruined every WiFi connection in the house and meant nothing could connect to anything.

Re: Router stabilitiy issue

JimM11 — Thu, 11 Jun 2026 20:30:23 GMT

@Kalowski Good, sounds like you have it sussed then, who knows what is going on with them now, have NO EE Equipment so cannot take the look see....