topic Re: connected but no internet in Broadband & Landline

connected but no internet

msw_mw — Sat, 13 Jun 2026 13:31:58 GMT

I have recently had to reboot my routers and extenders. everything is fine apart from my daughters chromebook will connect to wi fi but have no internet.

I have tried all the suggestions, forget connection and reconnect, re boot router, etc. but still not working. it can connect to htspot on my phone just fine.

i have wiped teh chromebook back to blank and reset from scratch but still the same.

Any Ideas??

Re: connected but no internet

JimM11 — Sat, 13 Jun 2026 14:00:00 GMT

@msw_mw Was it connected fine before the switch off that you did for the EE Hub and the Extenders? Can we assume or not that it is an EE Hub you are trying to connect too....

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

Re: connected but no internet

msw_mw — Sat, 13 Jun 2026 14:03:53 GMT

Everything worked fine previously before reset. It is all EE equipment that I am using. Every other device in the house works just fine.

Re: connected but no internet

JimM11 — Sat, 13 Jun 2026 14:06:25 GMT

@msw_mw Are you using the app with any groups, parental controls, advanced web protect etc that are applied to the EE Hub.

Re: connected but no internet

msw_mw — Sat, 13 Jun 2026 14:08:49 GMT

Yes I am. I am about to try removing the chromebook from connected devices in the app and then reconnect from scratch

Re: connected but no internet

JimM11 — Sat, 13 Jun 2026 14:12:21 GMT

@msw_mw When you get time, the linked showed all the EE Hub versions, say what you have, two EE Hubs have had FW updates that are causing stability and connection issues, not to say that is what you have though, EE do NOT indicate why or what has been done, but the issue is fixed and new FW is being rolled out currently.... The EE 7Pro and the 6Plus are the two involved.

Re: connected but no internet

msw_mw — Sat, 13 Jun 2026 14:15:58 GMT

I have the 6 plus, earlier this week my phone lost all connection to hub along with extenders. I had to manually reset and connect them all ,

Re: connected but no internet

JimM11 — Sat, 13 Jun 2026 14:24:32 GMT

@msw_mw Are you aware off the current issue then?

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

FW: r4.26.1-R-1860948-PROD-83002 and the gui is at App version 3.14.5 25/05/2026 OP Posted Stability Problem
FW: r4.26.3-R-1923144-PROD-83002 and the gui is at App version x.xx.x 12/06/2026 OP Posted
FW: r4.26.3-R-1923145-PROD-83002 and the gui is at App version 3.14.5 12/06/2026 OP Posted

Not sure yet if 44-P or 45-P is the corrected, bit off a mix up and possible typo...

Re: connected but no internet

msw_mw — Sat, 13 Jun 2026 14:48:33 GMT

After revenge chromebook from the connected devices via app and reconnecting I now have connection but problem now with DNS on diagnostics tool.

Have logged into hub as administrator. My firmware is

r4.26.1-R-1860948-PROD-83002

Re: connected but no internet

msw_mw — Sat, 13 Jun 2026 14:54:34 GMT

this is what happens when I run connectivity diagnostics tool

Re: connected but no internet

JimM11 — Sat, 13 Jun 2026 14:59:53 GMT

@msw_mw Then you have the one with all the issues, it's all up to you what you do, this all started 3 weeks ago, your posted picture will have to be approved and cleared for general viewing, will take the look see when that all happens.

Re: connected but no internet

msw_mw — Sat, 13 Jun 2026 15:01:37 GMT

Has a fix been found yet, is it just a case of waiting for FW update to push through?

Re: connected but no internet

JimM11 — Sat, 13 Jun 2026 15:04:06 GMT

@msw_mw From the link earlier.

Status update - 11th June 12:00

Our engineers have identified the cause of the problem and are now in the early stages of rolling out a fix to affected Smart Hubs.

Re: connected but no internet

msw_mw — Sat, 13 Jun 2026 15:05:36 GMT

Is there a time frame for this

Re: connected but no internet

JimM11 — Sat, 13 Jun 2026 15:08:25 GMT

@msw_mw Yes and EE are the ones that know that, not me!

Re: connected but no internet

msw_mw — Sat, 13 Jun 2026 15:10:29 GMT

My sky q box keeps dropping connection also today so I'm guessing this is a related issue.

Re: connected but no internet

JimM11 — Sat, 13 Jun 2026 15:16:01 GMT

@msw_mw Anything is possible, that fact off were you are now with what you have done just may have compounded any issues, there is just know way off knowing, was everything all working fine before hand?

You wrote this earlier ""Everything worked fine previously before reset. It is all EE equipment that I am using. Every other device in the house works just fine.""

Re: connected but no internet

msw_mw — Sat, 13 Jun 2026 15:17:16 GMT

We only really noticed this week as the landlines lost connection to hub and then extenders lost each other as well. I had to reboot everything and connect extends and backup. Everything fits with what you have described so I guess its just a case of waiting for update. Is there any way of knowing when it uploads other than problems going away?

Re: connected but no internet

JimM11 — Sat, 13 Jun 2026 15:22:13 GMT

@msw_mw You can only take a look see, the FW posted earlier in this is rolling out now, app will show you if that is what you are using.... You can carry on trying, just advising that you may be trying to push water up a hill, and end up getting nowhere quickly!