topic Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi in Broadband & Landline

Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

James_B — Fri, 19 Jun 2026 09:06:22 GMT

Following a recent firmware update, some Smart Hub Plus customers may find that certain WiFi devices or WiFi extenders have trouble connecting.

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

If your wireless devices aren't connecting and you have a Smart Hub Plus, setting the 2.4 GHz channel can resolve the issue.

If you have devices that will not connect, please try reconnecting using Compatible WiFi.

We are working as fast as possible to fix this issue, but in the meantime, some of our customers have found the following steps help:

Restart your hub - turn your Smart Hub Plus off and back on.
Restart your wifi extenders: power them off and back on.
Restart your devices - reboot any phones, tablets, laptops, or other devices that won’t connect.

You can find all the latest updates on this issue in Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi | Broadband Help | EE

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

JimM11 — Mon, 15 Jun 2026 10:43:44 GMT

@James_B Are you including the 7 Pro version with all off this as Pro user's have also been complaining with very similar symptoms, Do appreciate that you have to cover both EE and BT products, the naming convention that has been changed midstream does not help the Forum out one bit, Plus has two options now EE wise the 6 and the 7.....

7 Plus seems not to be affected in anyway unless you know that is different.

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

XRaySpeX — Mon, 15 Jun 2026 10:35:38 GMT

What is a Smart Hub 3? It is not listed in https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

JimM11 — Mon, 15 Jun 2026 10:45:58 GMT

@XRaySpeX Will be the New wifi 6 version that BT are sticking out now.... You can see it all here linked.

Different types of BT Hub | BT Help

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

XRaySpeX — Mon, 15 Jun 2026 10:54:11 GMT

@JimM11 : Yes, I'm aware of that but it is a BT beast. Pure speculation that an EE clone will assume same name. The OP has SH3 in its title but it is never mentions it in its text, only the SH+.

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

JimM11 — Mon, 15 Jun 2026 11:12:05 GMT

@XRaySpeX With you, same as no mention on the Pro stability issues and it was FW updated, not a lot off customers doing complaints in general though so no real idea what is going on with them both, pure speculation and not in that game afraid.

You will find @James_B also on the BT Forum so the team may just be supporting it all.

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

James_B — Mon, 15 Jun 2026 11:17:01 GMT

Yes, Smart Hub 3 is BT.

I'm checking to see if the Smart Hub 7 Pro is affected.

James

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

Gelert5 — Mon, 15 Jun 2026 16:27:02 GMT

@James_B Many thanks for this update - it has saved me raising a complaints ticket.

Since the firmware update (to r4.26.1-R-1860948-PROD-83002) on 25th May, I have had to reboot one of my EE WiFi Discs on a daily basis, to connect some IOT Devices to my LAN. Yet my other two EE WiFi Discs have not needed a reboot at all.

In addition, when accessing my EE SH31B Router via the webpage, all of my devices have lost their custom names.
And despite having renamed my devices twice via the EE App, my SH31B Router simply cannot retain the custom names any more.

Rebooting the Router has had zero positive effect.

I'm now subscribed to this thread and hotly anticipate the promised patch.

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

JimM11 — Mon, 15 Jun 2026 16:49:37 GMT

@Gelert5 Welcome, good to have someone who can do some further checks when you do get the updated FW release, one OP has posted elsewhere at least the unit now appears to be stable since the newer FW was installed. What it is alleged to be heading to so you are aware.

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 3.14.5 12/06/2026 OP Posted

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

Wijinabae_xo — Mon, 15 Jun 2026 18:07:44 GMT

So its not only our wifi working? It isnt a payment issue?

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

XRaySpeX — Mon, 15 Jun 2026 18:10:48 GMT

@Wijinabae_xo : Yes, this is a known issue. No, unless you haven't paid.

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

JimM11 — Mon, 15 Jun 2026 18:10:33 GMT

@Wijinabae_xo Sorry do not understand what you are posting?

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

XRaySpeX — Mon, 15 Jun 2026 21:46:56 GMT

Have you all seen this: https://forms.cloud.microsoft/e/ZByfFx86rW ? You can apply by form to have your SH 6+ f/ware updated to the latest.

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

JimM11 — Tue, 16 Jun 2026 12:57:47 GMT

@XRaySpeX Took a quick look at the Form link, is this an official way that EE requires request's to be done?

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

Gelert5 — Tue, 16 Jun 2026 13:03:53 GMT

@JimM11 Thanks for the 'heads-up'.
I've just checked, and the latest firmware was installed overnight at ~0237hrs 16Jun26, with the same GUI as before.

Same as what you posted:
r4.26.1-R-1860948-PROD-83002 and the GUI is version 3.14.5 installed 25May26
r4.26.3-R-1923144-PROD-83002 and the GUI is version 3.14.5 installed 16Jun26

I've just renamed all of my 28+ devices, using the EE App and my 'cheat method' (takes me about 6 minutes now).
And I can confirm that the new customised device names appeared on my PC browser webpage - pretty quickly actually!
So let's see how long they remain correctly named, eh...?

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

JimM11 — Tue, 16 Jun 2026 13:11:25 GMT

@Gelert5 😶👍👍 at least you've been around the block a few times now with the EE FW updates, hopefully not any issues and glad your on the case!!!!

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

XRaySpeX — Tue, 16 Jun 2026 13:47:47 GMT

@JimM11 : No, it's the private assistance of @Steve_BT

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

Nothappy78 — Tue, 16 Jun 2026 14:10:49 GMT

How about EE fix my internet that drops out 5 plus times a day, when trying to work or game. But it’s ok I’m still being charged full price and now have to wait till 22nd June to see if they fix it!! Been happening since we have had EE and all we get is excuses, have rebooted 1000’s times, reconnecting ohhh hold on sorry just dropped out that meeting because my internets rubbish!! Had enough will not be renewing contract and EE should let me leave with no fees before renewal.

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

JimM11 — Tue, 16 Jun 2026 14:10:55 GMT

@XRaySpeX Ok thanks for that. Plus updates appear to be rolling out now with at least some positive feedback.

Re: Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi

JimM11 — Tue, 16 Jun 2026 14:19:39 GMT

@Nothappy78 Then you need to follow the complaints procedure kicking the can down the road, price you pay is what you contracted for, no one on the Forum has any idea, if you want or need assistance and if possible to help then let the Forum have some detail to your issue.

If EE are dealing with it all the waiting period is what will be required and followed.