topic Re: Please can someone help me? Bad connection in Broadband & Landline

Please can someone help me? Bad connection

Baz_doc — Sun, 12 Jul 2026 21:27:43 GMT

Hi everyone. 2 days ago I got EE 1.6GB installed with a wifi extender pro 7. Engineer hard wired the extender and it eventually lit blue and then we moved it. Since he left the extender constantly cuts off and flashes every colour. When working I can get 1.2-1.3 GB to my laptop but it drops as low as 5-10 GB.

I have reset and tried my best but connection keeps dropping and even my home cameras etc turn off, never been a bother with my last provider. But this has been a disaster.
Any advice?

Re: Please can someone help me? Bad connection

JimM11 — Sun, 12 Jul 2026 21:37:53 GMT

@Baz_doc Here you go from the pinned post. Try moving the Extender position. Who was your last provider also?

Top Tips for pairing your WiFi Extenders to the Smart Hub 7 Pro - The EE Community

Re: Please can someone help me? Bad connection

Baz_doc — Sun, 12 Jul 2026 21:58:06 GMT

Thanks Jim. I will try to move it again. The house we got to had BT with the previous owners. So I was hoping my new EE contract wouldn’t cause any bother, but maybe it is?

Re: Please can someone help me? Bad connection

JimM11 — Mon, 13 Jul 2026 06:33:43 GMT

@Baz_doc If you need to look at it all then the web manager may be the way to do it, as the Pro version relies heavily on the 6Ghz wifi backhaul for operation you do have to be careful once paired to placement. Couple pictures below and https://192.168.1.254 to get onto the Pro hub.

Wifi Extender - No Signal - The EE Community

Re: Please can someone help me? Bad connection

Baz_doc — Mon, 13 Jul 2026 09:08:37 GMT

Thanks JimM11, looking at the settings now. Appears the extender isn’t even showing in the hub settings… which would explain why I can’t see it in the app either. But trying to connect to it now to see if I get anymore information

Re: Please can someone help me? Bad connection

JimM11 — Mon, 13 Jul 2026 09:50:28 GMT

@Baz_doc The trick to it all as it seems is to do the Ethernet connection down at the Pro Hub with the Pro extender, you have to leave it and give it time for Both the EE Pro Hub and the EE Smart wireless extenders to all get the FW updates, you should be able to see all that information for BOTH via the web manager interface......

Once it all gets done, then some have suggested move, power the extender up first and power the Pro hub off for five minutes, when back on see if the Hub/Ext connect together.....

Re: Please can someone help me? Bad connection

Baz_doc — Mon, 13 Jul 2026 09:58:50 GMT

So the extender is showing as connection status good but connection type N/A in the settings unless I physically hard wire it with a lead from the hub to the extender.

unsure why it won’t connect. I’ve tried a few times using the wps button button but it doesn’t find the extender unless hard wired

Re: Please can someone help me? Bad connection

JimM11 — Mon, 13 Jul 2026 10:07:01 GMT

@Baz_doc The couple off links that were sent, when you connect it by the cable you should see it say Ethernet connected, so reset the Pro hub off five minutes and then on see what they both say, the EE web manager does not have the tools so it seems, i setup a BT Smarthub2 and complete WiFi extender in five minutes, but with NO access to the Hub i just used the add extender in the Advanced WiFi configuration, zero issues. Will find those pictures and link the post may be helpful.....

Solved: Re: Smart Hub Plus Firmware Bug - 14 Ghost Extenders & Ethernet Ports Disabled - The EE Community

Re: Please can someone help me? Bad connection

JimM11 — Mon, 13 Jul 2026 10:12:23 GMT

@Baz_doc This is the one to follow......

Top Tips for pairing your WiFi Extenders to the Smart Hub 7 Pro - The EE Community

Re: Please can someone help me? Bad connection

Baz_doc — Mon, 13 Jul 2026 10:15:30 GMT

Thanks @JimM11 I will take a read now. You are correct tho when wired it shows the extender as connected to the hub via Ethernet.

I just need to work out how to get it connected wireless now I guess

Re: Please can someone help me? Bad connection

JimM11 — Mon, 13 Jul 2026 10:29:00 GMT

@Baz_doc Honestly be very very patient with it all, there is just not enough tools in the EE to do it all, and the wps method is just not going to work,,,,

By far the best method is to Ethernet connect the wireless extender all the way back to the EE Pro Hub, that is called Wired Backhaul but it really depends on the Home, newer builds sometimes are all wired but that becomes difficult as well.

For me i have mixed Wired/Wireless backhauls, 50's style solid brick home, but use 100% Asus as it works, has all the tools required and causes me zero problems at all.

Re: Please can someone help me? Bad connection

Baz_doc — Mon, 13 Jul 2026 10:45:33 GMT

Will try mate. Have had it connected wired for over 30mins and think part of the problem is the firmware but doesn’t seem to be updating, as it’s .8.25 version.
My connection is critical for my work so right now I massively regret changing to EE, as just cannot get it to work

Re: Please can someone help me? Bad connection

Baz_doc — Tue, 14 Jul 2026 20:43:10 GMT

Hey @JimM11 can I ask a quick question. I’ve been trying all day and same thing. Pairs with the extender and then just drops it randomly…

I noticed in my settings 2.4GHz and 5GHz are on smart channels with security as WPA3-Personal-Transition… however 6GHz is a separate channel and the security as WPA3-Personal, which I was lead to believe is a different encryption?

For my extender to use 6GHz would the security not need changed to same as the others?

Re: Please can someone help me? Bad connection

Baz_doc — Tue, 14 Jul 2026 20:52:08 GMT

Ps my firmware version on my pro 7 is r.3.25-R-1595997-prod-1, u sure if this is the latest? @JimM11

Re: Please can someone help me? Bad connection

JimM11 — Tue, 14 Jul 2026 21:17:53 GMT

@Baz_doc 6Ghz does not operate in the Transition mode it is not a feature so would be surprised you could even use it or adjust to it, use the web manager and see what the drop down does https://192.168.1.254. The Extender should set its self to match exactly the same as what is on the EE Hub, yes your FW is correct, close enough to the one up and it should in theory have updated it's self to the 3.8.26, you do not want to be on the latest as posted below, see the Ending.

FW: r3.8.26-R-1595999-PROD-1 and the gui is at App Version 3.1.3 24/12/2025
FW: r4.28.1-R-1882725-PROD-1 and the gui is at App Version 3.14.5 31/05/2026 Stability Problem

And the pinned post below.

EE Hub firmware versions - The EE Community

Was BT your last provider if so and you used the BT Smarthub2 with complete wifi, it works fine on the EE service. You wont get the 1.6Gb/s out it though but a working system for sure.

Know it's a pain but as a temp measure can you do a Longer Ethernet cable to place the Extender were you need it,

Re: Please can someone help me? Bad connection

JimM11 — Tue, 14 Jul 2026 21:22:54 GMT

@Baz_doc With the web manager in the advanced settings there is an Add Extender sure works fine on the BT Smarthub2 just did it 3 months ago now, mesh was up and running in 5 minutes and never hiccuped at all for the two weeks while using it.

Re: Please can someone help me? Bad connection

Baz_doc — Tue, 14 Jul 2026 21:23:05 GMT

Thanks @JimM11 for replying! Was worth asking. I took the extender downstairs and Ethernet connected it to my hub again and will leave overnight to see if it makes any difference, then move it and try again.

I noticed even when showing in the hub manager, the extender doesn’t appear in the app as connected.

This whole move has been a disaster. Might try get it cancelled and go to another provider.

I appreciate your help!

Re: Please can someone help me? Bad connection

JimM11 — Tue, 14 Jul 2026 21:36:15 GMT

@Baz_doc Nothing wrong with the EE Fibre as far as aware, i just used a real router and mesh on it Asus with zero issues at all fibre wise. The alleged FW update when EE gets round to it again is proposed to make all this mesh work easier,,,, Trying hard to find out who your last Provider was, if you don't wish to say does not matter.

Wifi 7 and especially MESH is not an easy thing to do, i know been doing it for years.

Another thought, you don't have any RE Range extenders on in your home, if so get them off....

Also the Extender you may not wont it to be anymore than about 30 feet away from the Hub, any walls in between and your ceiling flooring may be a problem, can you place the extender directly above were the Pro hub is upstairs....

Re: Please can someone help me? Bad connection

Baz_doc — Tue, 14 Jul 2026 21:33:52 GMT

What router did you get? I assume you mean you run it to your computer with an Ethernet cable?

Re: Please can someone help me? Bad connection

JimM11 — Tue, 14 Jul 2026 21:53:52 GMT

@Baz_doc I did it ALL the opposite way, my Main Router is upstairs in the office with all the switch etc, and the ONT is located inside the home up in the dormer roof space, Ethernet cable direct back to the Wan off the Asus router.

Router is then wired Ethernet back hauled to one Asus AP, the other AP and second Asus Router are currently AI wireless mesh backhauled, they were all wired, but wife had the Furniture Move brain fart and had to move the equipment, cables no longer reach but AI wireless mesh just worked brilliant so never bothered at all, Furniture move will no doubt happen again so i will just plug them back in! Old links below....

Re: Asus ZenWifi BQ16 on EE full fibre 1.6Gbps ? - Page 4 - The EE Community

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