topic Re: New router WiFi dropout in Broadband & Landline

New router WiFi dropout

Hedger1 — Sun, 13 Sep 2026 07:31:44 GMT

Hi,

I've recently moved to EE Full Fibre Gigabit and I'm having some strange problems since installing the new EE hub. I'd be interested to know if anyone else has experienced anything similar or has found a solution.

The actual broadband speed appears excellent. The EE app is showing around 938 Mbps down / 111 Mbps up to the hub, and my phone has achieved around 800+ Mbps over Wi-Fi, so this doesn't appear to be a basic line-speed or Wi-Fi throughput problem.

However, I'm experiencing:

Phones sometimes taking an unusually long time to open websites/apps despite the very high Wi-Fi speed.

My phone intermittently disconnecting from the Wi-Fi completely, falling back to mobile data and then reconnecting. I've actually watched the SSID change from connected to simply "Saved" and then reconnect again.

A Fire TV Stick buffering badly when streaming despite reporting 150–260+ Mbps over 5 GHz. It is currently connecting on 5 GHz channel 36 with a strong connection.

Other devices have also shown intermittent connectivity/loading issues.

I previously used a BT Smart Hub 2 on the same FTTP connection, and although Wi-Fi speeds were much lower, everything actually felt more responsive and stable. In particular, my phone didn't randomly drop its Wi-Fi connection.

I've tried reconnecting devices, allowing the EE hub to select Wi-Fi channels automatically, and testing the Fire Stick with alternative DNS servers. I also changed Android Private DNS on my phone to Cloudflare (one.one.one.one), which seemed to improve the slow initial loading of websites/apps, although the Wi-Fi connection itself has subsequently dropped out, so DNS clearly doesn't explain everything.

One other thing I've noticed in the Hub Manager is under Advanced Settings → IPv6 → Status:

Hub IPv6 status: Enabled

IPv6 network status: Disabled

The hub nevertheless shows a valid IPv6 WAN global unicast address and /64 prefix. Resetting the IPv6 configuration to default made no difference.

The EE hub is currently using the same SSID/password as my previous BT hub, which I did deliberately to reconnect my existing devices. I'm considering starting again with a completely new EE SSID to rule out any old saved network profiles, although I can't see why reusing an SSID would cause the actual Wi-Fi connection to drop when it was stable with the previous hub.

Has anyone with the newer EE hub experienced this combination of very high speed but intermittent Wi-Fi disconnections, delayed webpage/app loading or streaming buffering?

In particular, I'd be interested to know whether this turned out to be a hub firmware issue, IPv6/DNS issue, Wi-Fi problem, or faulty hub, and whether EE replacing the hub resolved it.

Thanks for any advice.

Re: New router WiFi dropout

JimM11 — Sun, 13 Sep 2026 08:03:18 GMT

@Hedger1 Connect the BT Smart Hub 2 back on the service. It works fine with the EE or BT connection. Cannot see from your post to which EE Hub you have so here is the whole list to what EE has just now linked below. If you say which you have will narrow it down and post the current FW for the hub.

EE Hub firmware versions - The EE Community

Do NOT go change the ssid/password just NO need to do that.

You are showing all the sign's off wireless wifi securities issues, so not much choice but to look at the EE Compatible mode off operation with your EE Hub. Linked that below for you.

Connect your devices using Compatible WiFi | Broadband Help | EE

Re: New router WiFi dropout

Hedger1 — Sun, 13 Sep 2026 13:01:05 GMT

Thanks for the advice. It's a Smart Hub 7 Plus. The current firmware is r4.27.1-R-1862254-PROD-84001, GUI/App version 3.14.5.

Compatible WiFi is currently switched off. The main issue I'm seeing is that devices can achieve extremely high speeds when connected (around 800+ Mbps on my phone and 150–360+ Mbps on the Fire Stick), but I'm getting intermittent problems. My phone has actually dropped the WiFi connection completely and fallen back to mobile data before reconnecting, while the Fire Stick has intermittent buffering despite very high available bandwidth.

The connection to the hub itself is consistently around 938/111 Mbps.

Are you suggesting I enable Compatible WiFi and connect the affected devices to that network as a test? If so, would you recommend putting both the phone and Fire Stick on it, or testing one device at a time?

Unfortunately I've already returned the BT Smart Hub 2 to BT, otherwise I agree that would have been an excellent comparison.

Re: New router WiFi dropout

JimM11 — Sun, 13 Sep 2026 17:34:48 GMT

@Hedger1 Oops you have one off those then. Not sure then if you even looked at the EE Link, from that you would have seen that your Hub is slated for a new FW update, EE have been dropping loads off them recently chasing all the fixes. Do you wish to wait a few weeks to see what transpires with it all.

Not suggesting anything, you turn Mobile data off, connected to the wifi and see if your mobile hangs on to the connection rather than flipping between Mobile/Wifi as it CANNOT do with mobile data disabled.

If the device/devices will just not play nice with the Main WiFi securities then you need to drop back a level, to do so Comp is all you have.

The securities for wireless wifi are i think still but you need to look, WPA3-Transitional and possibly something else on Main.

WPA2-Personal the tried and trusted for the last many years before Apple threw the spanner in all the works.

Re: New router WiFi dropout

Hedger1 — Sun, 13 Sep 2026 17:37:51 GMT

Thanks, that's helpful. I hadn't appreciated that another firmware update was due. Do you know whether there is any indication of what issues the forthcoming firmware is intended to address, particularly WiFi stability/disconnections or DNS/IPv6 issues?

I've also discovered that my Honor phone had its WiFi+ feature enabled, which can automatically switch between WiFi and mobile data. I've now disabled that. I'll also switch mobile data off completely as you suggest and test the main WiFi again so there can be no automatic fallback.

My only concern about waiting several weeks for firmware is that I'm still within the initial cancellation period for the new 24-month contract, so I don't really want to let that expire while hoping a future firmware update resolves the problems.

Re: New router WiFi dropout

JimM11 — Sun, 13 Sep 2026 18:05:36 GMT

@Hedger1 You have an ISP supplied hub, they are just not the greatest and as before EE have been chasing it all with that hub only 10 months old at present, the Link ABOVE tells you what is getting done but that may not be the whole picture etc.

If you also see EE WiFi when you look at the connections, that is the FREE connection for any EE customer to your hub, so worth turning that off as well if it is showing to you.

Your choice if you do not wish to ride it all out, not going to say either way. This is what it say's extracted from the FW Link.

Firmware version: r5.18.1

Deployment date: From August 2026

Hub Types: SH35A

Release notes:

Platform updates & security patches
Improved WiFi and extender stability/performance
New - New Hub Manager UI (Beta)
New - Expanded event logging
Fix - Issue affecting certain traffic/activities e.g. PS5 downloads/IPv6 applications
Fix - Custom DNS feature issues hub IP as secondary server
Fix - Pixelation/IPC6023 errors in some situations when viewing subscription EETV channels

You have to think logical, BT Smart Hub 2 if NO issues with that was a wifi 5 device and went as far as WPA2-Personal with wifi securities.... Below the 7 Plus history currently and the hopeful fixes, you just have to search the forum SH35A should throw up a few or EE Smart Hub 7 Plus.

Smart Hub 7 Plus
FW: r3.29.4-R-1511690-PROD-84001 and the gui is at App version 3.7.4 19/12/2025
FW: r3.35.15-R-1597208-PROD-84001 and the gui is at App version 3.11.2 19/12/2025
FW: r3.35.24-R-1648110-PROD-84001 and the gui is at App version 3.11.3 23/01/2026
FW: r4.27.1-R-1862254-PROD-84001 and the gui is at App version 3.14.5 13/07/2026