topic Re: Changed from Plusnet to EE issues. in Broadband & Landline

Changed from Plusnet to EE issues.

Suzanneran — Wed, 10 Jun 2026 16:29:28 GMT

We had to change from Plusnet to EE to retain our home phone. It's a pain to change all the devices and Plusnet/EE couldn't help by linking the old router details to the new one (which I'd already attempted unsuccessfully) so my mobile and home security cameras are working after a bit of a faff ... However the picture through our youview box is not as good and my slightly old HP laptop will not connect to the wifi ....I spent ages on the phone to a woman who had no clue, said the human box connection which is via an Ethernet cable is showing orange ... She suggested changing to the Ethernet port ? I'm awaiting the results from my partner who uses this, she said or buy another cable 🤷🏼‍♀️WHY? This was working great before the change over ... Also my HP laptop (although it's a bit old) will no longer pick up the wifi signal, on this she said take it to a technical person 🤷🏼‍♀️ again WHY it was as working perfectly before the change over ... I'm so fed up, it was forced on us due to the change because of the transfer to VoIP but has left us with poor freeview picture and a redundant laptop!!!!!

Re: Changed from Plusnet to EE issues.

JimM11 — Wed, 10 Jun 2026 17:02:14 GMT

@Suzanneran Is the EE Hub connected to the Internet or not, what EE Hub did you get and you are connected to what copper or fibre?

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

https://ee.co.uk/help/broadband/getting-started
https://ee.co.uk/help/broadband/manage-use/manage-your-ee-hub

If you cannot get your older devices to connect then see the help from EE below.

Connect your devices using Compatible WiFi | Broadband Help | EE

Re: Changed from Plusnet to EE issues.

XRaySpeX — Wed, 10 Jun 2026 17:53:52 GMT

For the HP Lappy:

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 only & WPA2) & connect your problematic 2.4 GHz devices to that.

Re: Changed from Plusnet to EE issues.

Suzanneran — Wed, 10 Jun 2026 18:26:10 GMT

Hi, yes the router is connected to the Internet, we are fftc not full fibre, thank you.

Re: Changed from Plusnet to EE issues.

Suzanneran — Wed, 10 Jun 2026 18:28:41 GMT

Thanks XraySpex, will that affect the devices that I have managed to connect so far mobile phone, tapo camera and the free view box via Ethernet cable?

Re: Changed from Plusnet to EE issues.

XRaySpeX — Wed, 10 Jun 2026 18:30:59 GMT

No, it is separate from the Main WiFi & Ethernet, altho' the camera might be better on the Compatible WiFi as well.

Re: Changed from Plusnet to EE issues.

Suzanneran — Wed, 10 Jun 2026 18:37:19 GMT

Thanks, not being at all techy, do I need to reconnect the camera or will it revert to the 2.4GHz once I have changed the router setting to compatible?

Re: Changed from Plusnet to EE issues.

JimM11 — Wed, 10 Jun 2026 18:40:12 GMT

@Suzanneran You more than likely will have the EE Smart Hub 6 Plus, version SH31B for your FTTC old copper cable connection then in response and reply. Set up and try the Comp feature as linked earlier in the post for you. Nothing can be done regarding the Quality off the TV output, that is what streaming service you are using.

Compatible is in addition to what you have, so you will have to reconnect and steer your device to the new wifi signal...

Re: Changed from Plusnet to EE issues.

JimM11 — Wed, 10 Jun 2026 18:52:43 GMT

@Suzanneran Would also like you to be aware off the link below, it's just a little bad timing from when you have joined the EE fold.

Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi | Broadband Help | EE

Re: Changed from Plusnet to EE issues.

XRaySpeX — Wed, 10 Jun 2026 20:08:53 GMT

Well, you'd need to connect to the newly created Compatible WiFi SSID just like connecting to any new SSID.

Re: Changed from Plusnet to EE issues.

ClivePage — Thu, 11 Jun 2026 22:09:41 GMT

Your old laptop probably had the same problem my old one did - simply not compatible with the Wifi6 standard which the EE home hub requires (even in the "compatibility mode"). I have just managed to get my old laptop connected by buying a Wifi6 dongle on eBay and plugging it into a spare USB port. The first USB port I tried worked but wifi was very slow; another port worked better.

This problem seems to be a rather frequent one for those of us being forced to move from Plusnet to EE, and it is very surprising that the EE support staff seem to have no clue how to solve it. I also spent about an hour on the phone to them last week without them helping solve the problem at all; it was just a waste of their time and mine.

Re: Changed from Plusnet to EE issues.

JimM11 — Thu, 11 Jun 2026 22:15:43 GMT

@ClivePage WiFi 5 RE device connects to the WiFi 6 EE hub, your laptop connects to the RE... My 13 year old Asus laptop wireless wifi4 connects at it's full 300Mb/s speed, no dongle needed, you never tried so you do not know.

Re: Changed from Plusnet to EE issues.

ClivePage — Thu, 11 Jun 2026 22:24:45 GMT

@JimM11 I assume by "RE" you mean a range extender? Well I did consider one but they are considerably more expensive and I had only one device that wouldn't connect to the new EE home hub, so a dongle seemed the cheapest solution. Other people's mileage may vary...