topic Re: To everyone having Wi-Fi dropouts & other problems - please report in Broadband & Landline

To everyone having Wi-Fi dropouts & other problems - please report

Cliff_G — Sat, 06 Jun 2026 14:30:16 GMT

It is now pretty much confirmed that the recent (circa 25/5/26) firmware update on EE Smart Hub Plus (with Wifi 6) to version r4.26.1-R-1860948-PROD-83002 is causing a lot of problems around wi-fi dropouts, probably all on the 2.4 GHz frequency (and probably on both Main and Compatibility). The update was something to do with aligning BT and EE routers, no other details given.

Many people are suddenly getting random dropouts which were not there before, which temporarily stop after a reboot, particularly by powering down for at least 5 minutes. I personally also found our phones could not even see both Main and Comp networks when the problem was occurring. Almost universally, the fix is to go into the router Wi-Fi configuration page (Change Settings) and change the 2.4 GHz channel config from Auto to Fixed (many are using channel 6).

I have also seen a laptop reconnect every 6 seconds (to the 2.4 GHz Comp network) where I have tried all the usual - update Wifi adapter driver version, back off certain adapter sensitivity settings - and I even bought a new USB Wifi Dongle, which also would not connect stably. This laptop was absolutely fine before the update (as were the phones that were dropping off the wifi). We're now using that laptop on Ethernet-over-mains, somewhat less convenient but totally solid (and Amazon have refunded the Wifi Dongle 🙂 )

Today I had an excellent conversation with one of the EE Guides (using their callback system which imho is a pretty good way of getting hold of them) and he agreed I'd already done pretty much everything I or EE could do, and will escalate this.

He indicated that any sort of routine firmware update is unlikely very soon, but that they are aware of these wifi problems, and implied (or maybe I read into it) that an update can sometimes be rolled out to fix specific problems.

So I think the best thing to move this forward positively is for everyone to report the problem to EE. Text GUIDE to 66033 and they will call you back in usually less than an hour. The more who report, the stronger the case.

Before doing this it may speed things up if you do a Factory Reset on your router (under Advanced Settings / System) and then reconfigure it the way you had it before (e.g. turn Comp on, etc.) then check the issue is still there. We pretty much know this reset does not work, but the support team do have a sequence they need to go through and a Factory Reset is one of those steps, so doing this before will speed things up.

Thanks everyone - fingers crossed.

Re: To everyone having Wi-Fi dropouts & other problems - please report

JimM11 — Sat, 06 Jun 2026 14:42:37 GMT

@Cliff_G I am fully ANTI the Full Factory reset, have NEVER found that it resolves a single issue and NOT saying that it does or does not, The EE script will be that way, had it with Sky years ago and correct until it's done the Agent does not give a F F in the slightest.... Guess what the sky one did Hee Haw but the Impass could not be surmounted until it was done..... At least they had a backup/restore that EE does not....

Line fault was the issue, but what do i know, you know what i mean....

As a little footnote, took me a good 5/6 hours to set the EE Smart Hub + up between the web Manager and stupid App to HOW i needed it to be, takes EE an overnight FW update to mess things up, badly in my case, but i knew what they did so worked around the needed to get working again, If backup/restore had been an option 5 minutes fix so makes a huge difference in time!

Re: To everyone having Wi-Fi dropouts & other problems - please report

boxer121 — Sat, 06 Jun 2026 17:06:52 GMT

The update has screwed everything up in my home, Ring doorbell system and security cameras drop way too much. Surely this is a breach of contract ?

Re: To everyone having Wi-Fi dropouts & other problems - please report

JimM11 — Sat, 06 Jun 2026 17:23:00 GMT

@boxer121 If you are assuming that the FW update is the cause off your issue, then apply the Fixed channel and see how it goes, do you need the link for the step by step guide, from @bobpullen that he stuck to another post?

(2) Solved: Re: my outside camera keeps going offline. - The EE Community

Give it a try if it works, will take a couple days for you to see back to normality, then post back with success or failure... Sugar happens.

Re: To everyone having Wi-Fi dropouts & other problems - please report

UncleG — Mon, 13 Jul 2026 10:06:37 GMT

I spent 4 days trying to work out what the F was going on not knowing there had been a change on my hub and the first 2 days of talking to EE this was never even suggested as a reason for my problems. It is only this morning that I have been told that and now have my laptops back connected via a Comp but still having problems with other hardware not connecting. Not a happy bunny.

Re: To everyone having Wi-Fi dropouts & other problems - please report

JimM11 — Mon, 13 Jul 2026 11:06:19 GMT

@UncleG Are you talking about the EE Smart Hub 6 Plus version? That's the puppy that had all the problems EE will admit to currently?

Re: To everyone having Wi-Fi dropouts & other problems - please report

UncleG — Wed, 15 Jul 2026 15:37:05 GMT

No Smart Hub SH31B

Re: To everyone having Wi-Fi dropouts & other problems - please report

XRaySpeX — Wed, 15 Jul 2026 18:41:14 GMT

@UncleG : That is the SH 6 +, FTTC/FTTP model.

Re: To everyone having Wi-Fi dropouts & other problems - please report

JimM11 — Thu, 16 Jul 2026 05:55:16 GMT

@UncleG Devices not connecting can be for a few reason's, instability can also be for others, since you now have the EE Smart Hub 6 Plus version, the SH31B as you say, best check first you are at the latest FW version with less stability issues, copy off where it was going to and from below versions wise last 3 only....

FW: r3.8.30-R-1627300-PROD-83002 and the gui is at App version 3.1.18 05/12/2025
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

Linked what EE has now listed in the pinned posting also as it has recently been updated.

EE Hub firmware versions - The EE Community

Re: To everyone having Wi-Fi dropouts & other problems - please report

Pervs2 — Thu, 23 Jul 2026 13:29:29 GMT

Is anyone still having these problems?

I’m having frequent issues with my WiFi 6 plus hub and have been having these issues since early June.

All my devices are dropping constantly especially my Ring Devices, IPads and Mobiles. Also trying to reconnect but unable to then saying ‘Password Incorrect’ when it isn’t!!! No one seems to be able to fix this problem.

They have sent me a new hub and I’m still having these issues. They did a factory reset to new hub but still these issues are here.

can anyone please help!!!

Re: To everyone having Wi-Fi dropouts & other problems - please report

XRaySpeX — Thu, 23 Jul 2026 13:39:37 GMT

@Pervs2 : Sometimes 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: To everyone having Wi-Fi dropouts & other problems - please report

Pervs2 — Thu, 23 Jul 2026 13:44:05 GMT

Hi, I have already tried this but I’m still experiencing problems. I cannot connect my ring doorbell since they reset the router. I’ve tried connecting it to the compatible WiFi but it’s still not connecting and I’m experiencing password incorrect issues.

Re: To everyone having Wi-Fi dropouts & other problems - please report

JimM11 — Thu, 23 Jul 2026 14:02:33 GMT

@Pervs2 You need to look and see where you are regarding this linked info.

EE Hub firmware versions - The EE Community

Re: To everyone having Wi-Fi dropouts & other problems - please report

Pervs2 — Thu, 23 Jul 2026 14:03:13 GMT

Did you get a resolution to this? I’ve been having g these same problems myself. A new router received but the problems persist.

im desperate for a solution as ive had issues for over 2 months now!

Re: To everyone having Wi-Fi dropouts & other problems - please report

Pervs2 — Thu, 23 Jul 2026 14:09:31 GMT

Hi, my new hub has been connected for 5 days.

i can confirm it has firmware version:

r4.26.3-R-1923144-PROD-83002

Installed.

Yet I’m still having all these issues.

i think perhaps the firmware has a bug which has created all these problems in the first place

Re: To everyone having Wi-Fi dropouts & other problems - please report

JimM11 — Thu, 23 Jul 2026 14:36:14 GMT

@Pervs2 What makes you say that, what new hub did you have to get one to replace another?

You do not say when or if the ring doorbell was all working before the ill fated version happened. See the ring help to get it connected.

Welcome to Ring Help

Suggest you web connect to the EE Hub, https://192.168.1.254 then determine if the wifi / admin passwords are that off the current EE Hub you have on the card back off the hub, or indeed they are the other passwords from your previous hub that you hopefully still have and not returned it back to EE yet!

Re: To everyone having Wi-Fi dropouts & other problems - please report

Pervs2 — Thu, 23 Jul 2026 14:55:20 GMT

A lot of my devices kept on dropping on and out and not connecting to network due to incorrect password.
I had a WIFI 6 Plus previously and it was replaced with a new identical WIFI 6 plus in case the router was faulty.
But these issues have persisted with the new router also.
My Ring doorbell has started working again and has connected to Main WiFi by itself but no doubt it will drop out again later and be unable to connect.

Re: To everyone having Wi-Fi dropouts & other problems - please report

JimM11 — Thu, 23 Jul 2026 15:12:36 GMT

@Pervs2 I would advise you do as requested earlier in the posting, and web connect, i have NO IDEA what you did when a replacement hub was sent there was NO need for it and hopefully not the usual just send a hub out and see if it all goes away typical CS response. This is all dependent on any EE CS testing to the Hub, that you do not mention at all.

Prior to this all happening June wise, how long had you been connected with everything and having ZERO issues off any kind at all.

Re: To everyone having Wi-Fi dropouts & other problems - please report

Pervs2 — Thu, 23 Jul 2026 15:15:48 GMT

Hi I have connected already to my hub when I received the new one and I changed the network name and password to match my old hub so all my devices would auto connect.
I have kept the old hub for now until I know the new one is working.
What do I do next if I’m still having connection issues with devices dropping in and out, unable to connect at times and getting password incorrect notifications?

Re: To everyone having Wi-Fi dropouts & other problems - please report

JimM11 — Thu, 23 Jul 2026 15:26:23 GMT

@Pervs2 Did you also match the admin password when you changed over, there are two passwords to the Hub?

Ring doorbells are mostly 2.4Ghz devices operating on the WPA2-Personal wifi protocol, that is found in the Comp network side off operation in the EE Smart Hub 6+ version. Your other devices you will need to look at the specifications and make a decision what you need to do with those.

topic Re: To everyone having Wi-Fi dropouts & other problems - please **report** in Broadband & Landline

To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

Re: To everyone having Wi-Fi dropouts & other problems - please **report**

topic Re: To everyone having Wi-Fi dropouts & other problems - please report in Broadband & Landline

To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report

Re: To everyone having Wi-Fi dropouts & other problems - please report