topic Re: EE acknowledge Wi-Fi connections issues in Broadband & Landline

EE acknowledge Wi-Fi connections issues

Cliff_G — Tue, 09 Jun 2026 12:12:13 GMT

Just had this text from EE:

"Hi, it's EE.

We're aware that some customers may be experiencing issues with devices connecting to Wi-Fi. If your Wi-Fi doorbell, camera, smart speaker or other connected device isn't working as expected, please try restarting your hub and the affected device to temporarily restore connectivity.

Our engineers are working to resolve this as quickly as possible. A temporary workaround is available now, and you'll find simple step-by-step instructions at https://ee.co.uk/sh3wifi There's no need to call us, as the latest guidance is available online.

We're sorry for any inconvenience caused by this issue and thanks for your patience while we fix it."

That link eventually takes you to the same fix discussed here since last week, reset the 2.4GHz to fixed channel.

I'm very much hoping their fix will be a firmware update since the last update is what caused this. If you want to track whether this is what happens, go into your Router ( https://192.168.1.254 ) and note your current version. The one with the problem is r4.26.1-R-1860948-PROD-83002 so I shall be watching that, and hoping that it also fixes my 6-second reconnection problem on one device.

I've no idea whether another firmware update will reset any configuration you have applied (such as starting the compatible wifi, guest wifi, port forwarding, whatever) so it may also be worth noting down the changes you are running with.

Re: EE acknowledge Wi-Fi connections issues

Northerner — Tue, 09 Jun 2026 12:17:29 GMT

Hi @Cliff_G

If EE have admitted fault then surely some compensation will follow?

As I always say forget the free routers and buy your own as it will serve you better.

Thanks

Re: EE acknowledge Wi-Fi connections issues

JimM11 — Tue, 09 Jun 2026 12:23:28 GMT

@Cliff_G Thanks for posting it up, there is the problem off bad FW oops, or just plumb out bad wifi signal, using the has happened over the last two weeks as the prompt to find out, anything before both fix the channel and do the comp covers both bases, only the EE Smart Hub 7 Pro and the EE Smart Hub 6 Plus are the two that have had new FW....

Re: EE acknowledge Wi-Fi connections issues

Cliff_G — Tue, 09 Jun 2026 12:35:20 GMT

I kind of doubt it, do we have a specified Service Level Agreement? That's usually only on a business connection and then only on a big contract.

Re. getting your own router, whilst I've done that in the past, it will mean you're totally on your own if things don't work, such as the incoming broadband signal. EE can interrogate their own router in full, but will just slope shoulders if they don't get the right response due to you having your own router. That may be ok for you or anyone sufficiently tech savvy, but having been in software support myself, I would not be making that recommendation to the average user without telling them what they may be in for in the event of problems.

As an example, I used a Cisco router years ago in my business as it would hold onto an old 2 Mbps ADSL signal much better and I used its capabilities to find out it was dropping the line every 30 minutes and 5 seconds. I and Openreach eventually found was some timed pump starts in a quarry past which the copper cables went, and a small break was picking up RF interference. No, Plusnet's router couldn't have done that, but I had to learn Cisco's config language. I was definitely on my own, fortunately in the end it was Openreach's bailiwick so I didn't need to cough.

Re: EE acknowledge Wi-Fi connections issues

JonT69 — Thu, 11 Jun 2026 05:10:45 GMT

This has caused me no end of trouble with my Amazon Blink security cameras, Octopus Smart meter, Bosche dishwasher and Vaillant Heat pump.

Have spent hours and hours reconnecting, rebooting and on the phone to the companies trying to fix the issues only to find that it is an EE issue.

Having messaged EE Support they effectively ignored the Firmware issue and made me go through the re-boot reset of the router.

24 hours later same problem and it’s kicking stuff off again so hasn’t been fixed yet.

Its simply not good enough and not the level of service we pay for and should expect.

Re: EE acknowledge Wi-Fi connections issues

JimM11 — Thu, 11 Jun 2026 06:36:39 GMT

@JonT69 Has the temporary fix helped to keep you up and running with the devices you mention?

Re: EE acknowledge Wi-Fi connections issues

JonT69 — Thu, 11 Jun 2026 10:31:35 GMT

No it hasn't. Both the Valliant Heat Pump and Amazon Blink security cameras had all been kicked off my home network again.

Re: EE acknowledge Wi-Fi connections issues

JimM11 — Thu, 11 Jun 2026 10:47:04 GMT

@JonT69 Are you waiting to see if the two others also go off? Are you still on the old copper FTTC as per your post a year ago now?

Re: EE acknowledge Wi-Fi connections issues

JonT69 — Thu, 11 Jun 2026 10:59:07 GMT

No the Valiant and Blink Cameras are the main offenders. Yes we're on FTTC albeit we have been advised that we should get fibre to the house later this year.

Please rest assured we have spent hours and hours trying everything to stop these ievices being kicked off including a dedicated comp 2.4ghz network etc .... however it is clearly the problem EE advised us of as it has been going on for weeks and nothing seems to solve it. Before the firmware update we had no issues whatsoever.

Hi, it's EE.

Re: EE acknowledge Wi-Fi connections issues

JonT69 — Thu, 11 Jun 2026 11:02:22 GMT

The dishwasher and Smart Meter are more tolerant of the issue so whilst they will go off at some point in the next few days, they are not as volatile as the heat pump and security cameras

Re: EE acknowledge Wi-Fi connections issues

JimM11 — Thu, 11 Jun 2026 11:06:33 GMT

@JonT69 Then it is kind off pointing FW update, 25/05/2025 was the first time an OP posted but it could have been earlier time wise, and as you say was working tickety boo before this point, can be the channel you have selected 1,6,11 are the ones, but you do have to check with a wifi analyzer what is best, normal the hub will just back off when the wrong is selected and clashing with others.... Do you happen to have any third party boosters/RE devices in use?

Re: EE acknowledge Wi-Fi connections issues

Cliff_G — Thu, 11 Jun 2026 11:24:18 GMT

@JonT69 can I ask, which "temporary fix" have you tried? There are three, really, 1. reboot the router - lasts not very long or may not work at all, 2. power down the router for at least 5 minutes - lasts anything up to just less than a day and 3. set the 2.4 GHz channel to fixed. My experience of no. 3 is that it is a permanent fix for most devices, though one still reconnects every 6 seconds so won't run a video call or streaming.

And do you have the Compatible wifi turned on? I'm not clear from the above if you have tried it, and it didn't work, so it was turned off again. I think it needs to be on permanently, plus the 2.4 GHz started on the Compatible, plus the fixed channel (set on the Main wifi settings page but is also then used by the Comp)

Re: EE acknowledge Wi-Fi connections issues

JimM11 — Thu, 11 Jun 2026 11:34:08 GMT

@Cliff_G @JonT69 Does anyone have the ability to go look, couple of old pictures linked but still valid.

Re: 'Compatible Wifi' issues with new Smart Hub Pro and Smart Wifi Pro - The EE Community

Re: EE acknowledge Wi-Fi connections issues

JonT69 — Thu, 11 Jun 2026 11:34:39 GMT

Hi Cliff .. yes,yes and yes .... all done .. twice. Same problem as per the EE update which describes what is happening perfectly

Re: EE acknowledge Wi-Fi connections issues

JimM11 — Thu, 11 Jun 2026 11:36:07 GMT

@JonT69 You may just have to hold off until EE find the issue and sort it out!

Re: EE acknowledge Wi-Fi connections issues

JonT69 — Thu, 11 Jun 2026 11:36:31 GMT

I shaped add that all these fixes solves the problem and everything works perfectly for a few hours before the connection is lost. Also I have tried providing fixed IP addresses in case it was being caused by lease renewals but this failed to solve the issue too

Re: EE acknowledge Wi-Fi connections issues

Cliff_G — Thu, 11 Jun 2026 11:38:35 GMT

Oh dear. I know from our one laptop problems that the fixed channel is not the whole solution. Fortunately on that we can use Ethernet and had some spare powerline adapters for ethernet-over-mains.

Re: EE acknowledge Wi-Fi connections issues

JonT69 — Thu, 11 Jun 2026 11:41:17 GMT

Yes that's my conclusion Jim.

Having tried everything and also with Valiant and Amazon Blink tech teams and still not being able to resolve it, the message from EE saying they had a problem seemed to be the obvious reason.

Re: EE acknowledge Wi-Fi connections issues

Cliff_G — Thu, 11 Jun 2026 11:42:38 GMT

Worth trying EE again, if only to report the problem and increase their problem count. I texted GUIDE to 66033 and the guy who called back soon became clear that I had tried everything. He even offered to send one of the older BT routers out. I may take them up on that if the fix isn't soon.

Re: EE acknowledge Wi-Fi connections issues

JimM11 — Thu, 11 Jun 2026 12:03:51 GMT

@Cliff_G @JonT69 I posted this reply the other day on another post so just adding to this...

Mistakes get made by the FW writers, and sometimes those can cause unexpected issues/errors to happen, it has now been two weeks since the FW push to both the 7Pro and the 6Plus versions, i have always found it best to be very conservative when talking to the Front Line support, though you may have the ability to do as you say not many do and it just becomes why is my wifi/internet connection behaving so bad.

EE have now spotted the trend, have informed whoever needs to know and to start looking at the potential why, they may have even cancelled the update program as it takes time to push FW out to many millions off user hubs.... With the number off post's on the Forum and there are not too many as such it does not appear to be that serious as yet, many user's may only have a couple off devices and possibly not even be having a single issue.